If you would like to request a return, contact Genzario™ customer support before sending merchandise.

Please provide:

• Your order number.
• The product involved.
• A clear description of the reason for the request.
• Photographs where appropriate.

Customer support will review the request and, where applicable, provide the next steps.

Return eligibility may depend on the reason for the request, product condition, order circumstances and applicable consumer-protection requirements.

Unless a request concerns a damaged, defective, incorrect or otherwise non-conforming item, products submitted for return should generally be:

• Unused or only handled as reasonably necessary to inspect the product.
• Reasonably clean.
• Free from damage caused after delivery.
• Returned with included components where applicable.
• Accompanied by original or suitable packaging where reasonably available.

Genzario™ products are artistic ceramic objects. Ceramic surfaces and finishes may show small visual differences between individual pieces.

Color, glaze tone, surface appearance or other visual characteristics may also appear slightly different because of photography, lighting, display settings and normal production variation.

Minor normal variation does not automatically indicate that a product is defective.

Returns should be reviewed by Genzario™ customer support before merchandise is shipped back.

If the return request is accepted, customer support may provide applicable instructions, identifying information and a return destination.

Returns sent without sufficient order information or to an unauthorized destination may experience delays or other processing difficulties.

Ceramic products are breakable. If a product arrives cracked, chipped, broken or otherwise visibly damaged, contact customer support promptly.

Please keep the product and relevant packaging while the request is being reviewed, and provide photographs showing:

• The complete ceramic item.
• The specific damage.
• The outer shipping package.
• Protective inner packaging where relevant.
• Shipping label where appropriate.

These details can help us understand whether damage occurred during shipment and determine the appropriate available resolution.

If you receive an item different from the product ordered, or believe part of your order is missing, contact Genzario™ customer support.

Include the order number, information about the product received and clear photographs where appropriate.

After a return or product issue has been reviewed, the available resolution may depend on the circumstances, product availability and applicable law.

Where appropriate, available resolutions may include:

• Replacement.
• Refund.
• Partial refund.
• Other reasonable customer-service resolution.

Responsibility for return-shipping costs may depend on the reason for the return, the circumstances of the request and applicable law.

Where an issue involves a verified damaged, defective, incorrect or otherwise non-conforming product, Genzario™ will review the appropriate return-shipping solution.

Customers should not purchase or arrange return shipping until applicable return instructions have been provided where required.

Ceramic products should be packed carefully when a return shipment is required.

Follow the return instructions provided by Genzario™ customer support and use suitable protective packaging appropriate to the shape and fragility of the item.

If shipment tracking is available, we recommend retaining the shipping receipt and tracking information until the return process is complete.

Where a physical return is required, the returned product may be reviewed after receipt.

The review may consider the condition of the item, identifying order information, completeness, packaging and the reason stated in the return request.

A refund or other applicable resolution may be processed after the relevant review has been completed.

Where a refund is approved, it is generally returned through the original payment method where technically available.

After Genzario™ processes an approved refund, banks, card issuers or payment providers may require additional time before the credit becomes visible on the customer's account.

Timing may therefore vary depending on the applicable payment provider or financial institution.

If you wish to request cancellation of an order, contact customer support as soon as possible.

Genzario™ will review the current order status. Once an order has progressed through fulfillment, packaging or shipment, cancellation may no longer be possible.

Replacement or exchange availability may depend on inventory, product availability, the nature of the issue and applicable order circumstances.

Customer support will explain available options after reviewing the request.

Where permitted by applicable law, a return may be declined or restricted if the product:

• Has been materially damaged after delivery through misuse or improper handling.
• Has been materially altered or modified.
• Is missing substantial components because of customer handling.
• Has been used in a manner materially inconsistent with the intended product use.
• Cannot reasonably be accepted because of an applicable safety, sanitation or legal restriction.

Nothing in this Return & Refund Policy is intended to exclude, waive or limit rights that cannot lawfully be excluded, waived or limited under applicable consumer-protection law.

For a return, refund, damaged-product, cancellation or replacement request, contact:

Email: service@genzario.com

Phone: +86 188-1900-3129

Our customer-support team aims to respond within 24 hours.