Returns Policy

Standard Returns Policy

If you would like to exchange or return an item purchased, please complete our exchange and returns form enclosing it with your order in its original condition, along with the original dispatch note and packaging.

Refunds and exchanges can be requested within 14 working days of the date of receiving your original order. Sale items or products purchased under ‘Special Promotions’ that involve a reduction in price from the normal retail price must be returned within 7 days:

Items purchased online can be returned by filling in the exchange and returns form.

Once we have received the form and accepted your request, we will become in charge of the rest. You just need to make sure that the product is good conditions, and has not been used previously.

- For all returns, we will provide shipping labels free of charge once the form is filled out. This is an insured service.

- You do not need to worry about going to the post office to return the item. We provide the service of the delivery team to come and collect the goods you wish to return.

- The cost of returning or exchanging an item is €60 which includes the service of collecting the package safely at your given address and delivering it back to us, and most importantly, all our products are insured. This amount will be automatically deducted from the total invoice amount.

- All items will only be refunded once it has reached back at our Head Office. Refunds can take up to 14 working days.

You are under a duty to take reasonable care of the goods, which means the goods must be unused. We cannot accept items that have been engraved, personalised or altered. In such cases you may not be able to return your goods if they are unwanted, however if you experience problems with your goods or order then please contact the Geneve customer experience team.

Call us from Monday to Friday, 9am – 5pm at +34 928 90 69 14 (calls are charged at local rate).

Please note this refund policy only applies to products sold via the website, for individual store policy’s please contact the store directly. The easiest way to exchange or return an article purchased online is through our showrooms. Orders paid using PayPal cannot be processed in a showroom. Our showrooms will arrange for your items to be securely sent free of charge to Head Office for processing.

Geneve will provide a full refund or exchange should you receive a faulty item or be unsatisfied with an item received on the following conditions:

If any items in your order prove to be faulty or the item you received is not the one you ordered, please download a returns form and return the items to Geneve with a copy of the delivery note. If you need any advice, do not hesitate to contact the Geneve customer experience team at clientcare@genevecompany.com 

Our promise to replace the item or refund your money does not apply to faults or damages caused by accident, neglect or misuse. 

Please Note: When processing your return we may need to speak with you before we are able to complete the process. Please make sure all the details given are accurate and updated.

Cancellations

You have the right to cancel your order with us at any time within 24 hours after the order has been accepted. Should you cancel, we will then refund you the price you have paid for the goods. Please contact our customer experience team if you wish to cancel your order at clientcare@genevecompany.com or call us at +34 928 90 69 14.

To request a refund, you must first have received the goods.