Refund policy

DIGITAL PRODUCTS

Due to the digital nature of the product, it cannot be returned or exchanged once the purchase has been completed.

PHYSICAL PRODUCTS

You may return a purchased product within 14 days from the date of receiving your order. Returns made after this period will not be accepted, and exchanges are not available. Personalized products are non-returnable.

Before the 14-day period expires, please send the purchased item back to us together with a completed return form, or inform us of your intention to return the product by email at genowstudio@gmail.com, and then send the item along with the completed return form.

Returned items must be sent back in the same condition as they were delivered — undamaged, unused, clean, and free of any odors (e.g., perfume) or stains (e.g., makeup marks).
All returned products must include their original tags and all original packaging and accessories. The product should be returned in its original, undamaged packaging.

TO MAKE A RETURN

  1. The item must be new and show no signs of use. Returned garments must have all original tags attached – this is required for the return to be approved.
  2. Please return the product in its original packaging, including all accessories and any complimentary items – this is required for the return to be accepted.
  3. Please pack and secure the item carefully to prevent damage in transit.
  4. Fill out the return form – DOWNLOAD HERE. If you cannot print the form, you can fill it out by hand. Make sure it contains all the required information.
  5. Send the returned product together with the completed return form to the following address:

    LOCKER PICKUP POINT
    Paczkomat ZAK07M
    Ustup 1A, Zakopane 34-500
    Genow Studio
    📞 +48 797 959 385
    📧 genowstudio@gmail.com

    Please note: We do not accept parcels sent cash on delivery.

Within 14 days from receiving and approving the returned parcel, the customer will receive a full refund of the amount paid, including shipping costs equal to the cheapest available delivery option offered in the store. The cost of returning the goods to us is borne by the customer.

For international returns (outside Poland), please contact us first via email at genowstudio@gmail.com Before sending your parcel.

EXCHANGES

At GENOWSTUDIO.COM, exchanges are processed as returns.
This means you must return the unwanted item(s) and then place and pay for a new, separate order for the desired product.

COMPLAINTS (PRODUCT CLAIMS)

If the purchased product has manufacturing defects, material flaws, or is not as described, please follow the complaint procedure below:

  1. Write to us at genowstudio@gmail.com, describing the issue with the product. If possible, please attach photos showing the defect.
  2. Pack and secure the product carefully and include the completed complaint form – DOWNLOAD HERE.

  3. Send the defective product together with the completed complaint form to:
    LOCKER PICKUP POINT
    Paczkomat ZAK07M
    Ustup 1A, Zakopane 34-500
    Genow Studio
    📞 +48 797 959 385
    📧 genowstudio@gmail.com
  4. Within 14 days, you will receive an email regarding our decision and the next steps in the complaint process.
  5. If your complaint is approved, within 14 business days from the date of the decision, we will compensate you by: repairing the defective product, sending a replacement product, or issuing a refund.

If the complaint is deemed unjustified, you will receive an explanation of the decision, and the product will be returned to you at our expense within 14 business days. A complaint may be rejected if the defect is found to result from improper use of the product.

The cost of shipping the defective item (economy parcel) will be refunded after the complaint is positively reviewed. We do not accept cash-on-delivery parcels.

For international complaints (outside Poland), please contact us via email genowstudio@gmail.com before sending your parcel.