At mygentry, customer satisfaction is always our top priority.
Our dedicated Quality Control and Quality Assurance Teams will inspect your items prior to shipping. Our product quality is guaranteed. However, you do need to carefully and accurately check your size before buying. Please kindly refer to the size charts on the product page.
If you are not satisfied with the items you received, we can easily arrange an exchange or a refund for you. Please feel free to contatct us by email via [email protected]
Return & Exchange Policy
1. Customers can contact us within 30 days of receiving the item. If you have received a defective or damaged item, the wrong size or the wrong product, please contact us immediately.
2. Tell mygentry return reason, along with your order number and product number. For defective, incorrect or not as described item, please send us a clear picture or video of the problem.
If our company is responsible for the issue, we will allow a return to our warehouse for a refund or an exchange. Once we receive the item, we will refund in full the original product price and its shipping or resend for free a replacement at our expense. This solution is only when mygentry is responsible for shipping the wrong item/ size.
If the customer has ordered an incorrect size or product, we can also allow a return. In this case, the customer will be responsible for the shipping fee both ways (to and from our warehouse) for an exchange. If the customer chooses a refund, we will refund the original product price. All and any shipping fees are non-refundable.
3. Returns must be received in new condition; unused, unworn, unwashed. Items returned with obvious use, makeup, deodorant, perfume, or similar product stains will be subject to refusal.
4. Any address on the parcel is not approved return address,and we don’t accept the returned package without authorized return address from customer service representive.
For returned items or items for exchange, we will need 3-6 business days upon receiving your item(s) to process the solution.
After this time, the refund time-frame is as below:
Paypal account refunds: Up to 2 business days
Credit card refunds: Between 7-14 business days