At Gen Z Shop, we prioritize customer satisfaction and strive to ensure a seamless shopping experience. Our Return, Replacement, and Refund Policy reflects our commitment to maintaining trust and transparency with our customers. Below are the detailed guidelines:
Return Policy
Eligibility for Return: Returns are accepted only for products with significant defects or damages. Customized products are non-returnable unless there is a genuine issue from our end.
Requirements for Return: Customers must provide a clear video proof showcasing the defect or damage. Returns must be initiated within 48 hours of receiving the product.
Return Shipping Costs: Customers are responsible for paying the return shipping charges. If the issue is found to be our fault, we will replace the product at no additional cost to the customer.
Replacement Policy
- When Replacement is Applicable: Any product with defects, damages, or errors in customization will be replaced. For customized products, replacements are subject to the provided details being accurate during order placement.
- Free Replacement: If the fault is ours, the replacement will be provided free of cost, including delivery charges. For other cases, delivery charges will apply.
- Maximum Replacement Attempts: We allow up to two replacement attempts for the same product. After that, we offer a refund if the issue persists.
Refund Policy
- Refund Eligibility: Refunds are processed only when replacements are unsuccessful after two attempts. Refunds are not applicable for customized products if the order is canceled after confirmation.
- Advance Payments for Customized Products: For customized orders exceeding 3000 BDT, we require advance payment. Soon, all customized orders will require advance payments.
- Refund for Customized Orders: Refunds are not provided for canceled customized orders, as production costs are incurred immediately after confirmation.
Our Customer Commitment
- Minor Damage Policy: If there are minor damages, we discuss with the customer to find the best resolution, including free replacement or refund.
- Hassle-Free Process: We ensure a smooth and efficient process for all return, replacement, and refund requests.
Additional Notes
- For any queries regarding returns, replacements, or refunds, please contact our customer support team.
- Customer satisfaction is our top priority, and we are always ready to assist with any issues you may face.
Thank you for choosing Gen Z Shop! 😊