Refund policy

REFUND POLICY

30-day returns
We want you to love your Gen Frey bag. If it isn't quite right, you may return it within 30 days of delivery.

To be eligible for a return, your bag must be:

• unused and in its original condition;
• returned with the Gen Frey tag still attached to the handle;
• returned in its original dust bag.

How to start a return
Contact our Client Advisors at [email] with your order number, and we will send you the return instructions. Please do not send your bag back without contacting us first.

Return shipping
Return shipping costs are at the customer's expense. We recommend using a trackable shipping service, as we cannot be held responsible for returns lost in transit.

Refunds
Once we receive and inspect your return, we will notify you by email. If approved, your refund will be issued to your original payment method within 14 days. It may take a few additional days for your bank to process it.

Damaged or incorrect items
If your bag arrives damaged or if you received the wrong item, please contact us within 7 days of delivery with photos. We will make it right at no cost to you.

Customers in the European Union and the United Kingdom
In addition to our 30-day return policy, you benefit from a statutory right of withdrawal of 14 days from the day you receive your order, without having to give any reason. To exercise it, simply inform us by email at contact@genfreyparis.com. We will refund you within 14 days of your request, including the standard shipping costs of your original order. We may withhold the refund until we have received the returned item. Return shipping costs remain at your expense. You may be held liable for any loss in value of the item resulting from handling beyond what is necessary to examine it.

You also benefit from the legal guarantee of conformity and the guarantee against hidden defects, as set out in our Terms of Sale.

Exchanges
For any exchange request, please contact our Client Advisors at contact@genfreyparis.com.