Returns

# Returns & Exchanges

At Genix Store, we want you to be happy with your purchase. If something isn't right, we're here to help.

## ⏰ You have 5 days

You have up to **5 calendar days** after receiving your product to request a return, in accordance with the Colombian Consumer Statute (Law 1480 of 2011).

## ✅ When we accept returns

- 🔴 **Damaged or defective product** upon receipt
- 🟡 **Incorrect product** (not what you ordered)
- 🟢 **Product significantly different** from the description on the website

## ❌ When we do NOT accept returns

- Personal use products already opened (perfumes, in-ear headphones)
- Products damaged by customer misuse
- Products without original packaging
- After 5 days from delivery

## 📋 How to request a return?

**Step 1: Contact us promptly**
Write to us via WhatsApp within 5 days of receiving your order.

**Step 2: Send us evidence**
- Photos of the product
- Video if there is a functional defect
- Photo of the packaging
- Your order number

**Step 3: We evaluate in 24-48 hours**
Our team reviews your case and confirms if it is eligible.

**Step 4: We arrange collection**
If applicable, we organize the collection of the product at your address.

**Step 5: Exchange or refund**
Once received at the warehouse, we process the product exchange or refund (5-10 business days).

## 💸 Refund options

When a refund applies, you can choose:

**Option A: Free replacement**
We send you the correct product at no additional cost.

**Option B: Store credit**
Credit to use on your next purchase (with an extra 10% bonus).

**Option C: Cash refund**
Full value refund in 5-10 business days.

## 🎁 Genix Warranty

All our products come with a **minimum 30-day warranty** against manufacturing defects.

Some products have an extended manufacturer's warranty (see product sheet).

## ❓ Common questions about returns

**Who pays for return shipping?**
- If the error is ours → Genix Store pays for shipping
- If you change your mind → the customer pays for shipping

**How long does a refund take?**
5-10 business days from when we receive the product at the warehouse.

**Can I exchange for another product instead of returning?**
Yes, we can make an exchange for a product of equal or greater value (by paying the difference).

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Need to start a return? [Write to us on WhatsApp →](https://wa.me/573246567337)