Refund policy

Return & Refund Policy

At 9Genzoo, we want you to be completely satisfied with your purchase. If you are not happy with your order, we are here to help.

Returns

You may request a return within 7 days of receiving your order, provided that:

  • The product is unused and unworn.

  • The product is in its original condition and packaging.

  • All tags, labels, and accessories are attached.

  • The product has not been damaged, washed, altered, or used.

Certain products may not be eligible for return due to hygiene or safety reasons. Any such exclusions will be mentioned on the product page.

Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect product, please contact 9Genzoo within 48 hours of delivery.

Please provide:

  • Your order number

  • Clear photos or videos of the product

  • A brief description of the issue

After reviewing your request, we may offer a replacement, exchange, or refund depending on the circumstances.

Refunds

Once your returned item is received and inspected, we will notify you whether your refund has been approved or rejected.

If approved, your refund will be processed through the applicable payment method. The time required for the refund to appear may vary depending on your payment provider or bank.

Original shipping charges are generally non-refundable unless the return is due to an incorrect, damaged, or defective item.

Return Shipping

Customers are generally responsible for return shipping costs when returning an item due to a change of mind, incorrect size, or personal preference.

If the item was damaged, defective, or incorrectly sent by 9Genzoo, we will cover the applicable return shipping costs.

Exchanges

If you would like to exchange an item for another size, color, or eligible product, please contact us within 7 days of delivery.

Exchanges are subject to product availability.

Order Cancellation

Cancellation requests must be submitted as soon as possible after placing an order. Once an order has been processed or shipped, cancellation may no longer be possible.

How to Request a Return

To request a return, refund, or exchange, please contact 9Genzoo Customer Support with your order number and reason for the request.

Our team will review your request and provide you with the necessary return instructions.

9Genzoo reserves the right to reject returns that do not meet the conditions outlined in this policy.

Last Updated: October 2026