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RETURNS & REFUNDS

Returns
Clients can request to return the order within 14 days of its receipt. From then on, they have 14 additional days to ship the item back. Returned orders have to be shipped with courier DHL. Items must not be used, worn or washed, and they must have security tag still attached. Furthermore, we will not accept items returned without brand labels , authenticity cards, dustbags and any other elements received with the order. Accessories and shoes must be returned in their original brand box, which must not be damaged or used as parcel to ship the order back. If the item received is faulty, customers have to advise our Customer service, that will require pictures showing the imperfection. Customers must return the merchandise using the order shipment box. The parcel must be properly sealed with tape. To request item return, Customers have to log in their accounts and go to the “My orders” page. Then, clicking on the icon “Return” next to the order, Clients have to fill in the fields of the section “1. Items”, “2. Address”, “3. Date”. DHL Airway Bill and the “Return invoice” will be automatically generated, and Customer will print and attach them to the outside of the package. The return shipment is free of charge. After receiving and checking return condition, a refund will be issued. It will be directly credited on the credit card or on the account originally used for the payment. Refund times vary depending on the credit card company. If customers will not comply with our return policy or the courier used is different from DHL, additional customs duties will be deducted from the total refund. genteroma.com will accept only returns coming from the same countries of the original order. The original order shipping costs and the bank commissions applied on the initial transaction will not be refunded. Refund will be made in the same currency as the original purchase. Losses due to exchange rate fluctuations will not be refunded.

Replacements
Customers can require the item replacement only in case of size change. Order replacement must be required to our Customer Service within 14 days of its receipt. If the size is available, customers have 14 additional days to ship the item back to our offices. The orders to be replaced must be shipped only with courier DHL. All replacement shipping costs will be charged. Items must not be used, worn or washed, and they must have security tag still attached. Furthermore, we will not accept items returned without brand labels , authenticity cards, dustbags and other elements received with the order. Accessories and shoes must be returned in their original brand box, which must not be damaged or used as parcel to ship the order back. Customers must return the merchandise using the order shipment box. The parcel must be properly sealed with tape. Replacement will be dispatched once the item will reach our offices. genteroma.com will only replace items coming from the same countries of the original order.

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