Effective Date: 21 September 2026
Last Updated: 21 September 2026

1. Introduction

At Gen Fashions, we want customers to shop for jewellery, watches, bags, sunglasses, and other fashion accessories with confidence.

This Refund, Return and Cancellation Policy explains:

  • When an order may be cancelled;
  • When a product may be returned or exchanged;
  • Which products are not eligible for return;
  • How damaged, defective, or incorrect products are handled;
  • How approved refunds are processed; and
  • What customers must do when submitting a request.

This Policy applies to eligible purchases made through https://genfashions.com/.

Nothing in this Policy is intended to remove or restrict a mandatory customer remedy available under the Federal Competition and Consumer Protection Act 2018 or another applicable Nigerian law.

2. Check Your Order Before Payment

Customers should carefully review the following information before completing an order:

  • Product name;
  • Product description;
  • Colour;
  • Size or measurements;
  • Design or variation;
  • Quantity;
  • Delivery address;
  • Email address;
  • Payment information; and
  • Order total.

Gen Fashions cannot guarantee that an order can be changed after it has entered processing or fulfilment.

If you identify an error after placing an order, contact us as soon as possible. Include your order number and clearly explain the change you are requesting.

3. Cancelling an Order Before Processing

You may request cancellation of an order before it has been processed, packaged, or handed to a delivery provider. Submitting a cancellation request does not automatically mean the order has been cancelled. Gen Fashions must first check the order’s current fulfilment status.

If the request is approved before processing begins, we will cancel the order and arrange a refund where payment has already been received. Orders may move into processing shortly after confirmation. Customers should therefore submit cancellation requests without unnecessary delay.

4. Cancelling an Order After Processing

Once an order has been processed, packaged, or prepared for dispatch, cancellation may no longer be possible. Where a cancellation request is received after processing but before dispatch, we will check whether fulfilment can reasonably be stopped.

If an order has already been dispatched, the cancellation request will normally be treated as a return request after delivery. The customer should accept the delivery and follow the approved return procedure unless Gen Fashions provides different instructions.

Delivery and return costs may apply where the cancellation results from a change of mind or customer error rather than a defect, incorrect product, or mistake by Gen Fashions.

5. Cancellation by Gen Fashions

Gen Fashions may cancel all or part of an order where:

  • The product is unavailable;
  • The product is damaged before dispatch;
  • Payment is declined, reversed, or not confirmed;
  • The order contains an obvious pricing or description error;
  • Billing or delivery information is incomplete or inaccurate;
  • Delivery cannot reasonably be completed;
  • We reasonably suspect fraud or unauthorised payment;
  • The customer does not complete a reasonable verification request;
  • The transaction violates our Terms and Conditions;
  • The transaction appears unlawful; or
  • An event outside our reasonable control prevents fulfilment.

If we cancel an order after receiving confirmed payment, we will arrange an appropriate refund for the cancelled product.

We will not require a customer to accept a materially different replacement product. An alternative may be offered, but it will only be supplied with the customer’s approval.

6. Return Period

Customers may request an eligible return within 7 calendar days after confirmed delivery. The return request must be submitted within this period and must include the relevant order information. A return request is not automatically approved merely because it was submitted within seven days. The product must also meet the applicable eligibility and condition requirements.

The seven-day period does not reduce any legal right concerning a defective, damaged, unsafe, incorrectly supplied, falsely described, or otherwise non-compliant product.

7. Change-of-Mind Returns

A change-of-mind return may be approved where the customer no longer wants the product, ordered the wrong eligible variation, or changed their preference after delivery.

To qualify for a change-of-mind return, the product must:

  • Be returned within the applicable return period;
  • Be unused and unworn;
  • Be clean and undamaged;
  • Remain in resalable condition;
  • Have all original tags and seals attached;
  • Include all original packaging;
  • Include all accessories, manuals, certificates, straps, links, cases, or pouches;
  • Not have been altered, engraved, repaired, or customised; and
  • Not have been exposed to perfume, cosmetics, chemicals, smoke, moisture, or another contaminant.

Gen Fashions may inspect the product before approving the return.

 

8. Sizing and Measurement Issues

Customers are responsible for reviewing available measurements, descriptions, and sizing guidance before placing an order.

Sizing information is provided to assist customers but cannot guarantee that every product will fit every person in the same way.

If Gen Fashions supplies a size or variation different from the confirmed order, the product may qualify for replacement, exchange, or refund.

If the customer selected the wrong size, a return may be accepted only if:

  • The request is submitted within the return period;
  • The product is eligible for return;
  • The product remains unused and undamaged;
  • All original tags and packaging are present; and
  • The product satisfies all other conditions in this Policy.

9. How to Request a Return

Before sending a product back, contact Gen Fashions and provide:

  • Your full name;
  • Email address;
  • Order number;
  • Product name;
  • Reason for the return;
  • Date of delivery;
  • Clear photographs or video where relevant; and
  • Your preferred outcome.

Do not return a product until you receive return instructions. An unauthorised return may be delayed, refused, or returned to the sender where permitted by law because Gen Fashions may be unable to identify the order or confirm the correct return destination.

Permission to send a product for inspection does not automatically guarantee that the return or refund will be approved.

10. Return Authorisation

If a return request appears eligible, Gen Fashions will provide instructions explaining:

  • Where the product should be sent;
  • How it should be packaged;
  • Whether a courier will be arranged;
  • Who is responsible for the return cost; and
  • What identifying information must be included.

Customers should follow the provided instructions. Sending the product to an incorrect address may delay the return process.

11. Packaging Returned Products

Returned products must be packaged carefully to prevent damage during transit.

Where possible, use:

  • The original product box;
  • Protective wrapping;
  • The original outer packaging; and
  • A reliable tracked delivery service.

Do not attach courier labels directly to a jewellery case, watch box, sunglasses case, product bag, or other packaging that forms part of the product. Gen Fashions may not be responsible for damage caused by inadequate return packaging arranged by the customer. Customers should retain proof of return until the request has been completed.

12. Return Delivery Costs

Where a return is approved because a product is damaged, defective, incorrect, or materially different from its description, Gen Fashions will arrange or reimburse reasonable return costs where appropriate. For a change-of-mind return or customer sizing error, the customer may be responsible for the return cost.

Original delivery charges may not be refundable for a change-of-mind return unless required by law or expressly agreed by Gen Fashions.Responsibility for return costs will be communicated during the return-authorisation process.

13. Product Inspection

Returned products may be inspected to confirm:

  • The identity of the product;
  • Its physical condition;
  • Whether it has been used or worn;
  • Whether tags and seals remain intact;
  • Whether original packaging is included;
  • Whether parts or accessories are missing;
  • The nature of any reported fault;
  • Whether damage occurred before or after delivery; and
  • Whether the return meets this Policy.

We will aim to inspect returned products within a reasonable period after receipt.

We may contact the customer for additional information before making a decision.

14. Return Rejection

A return may be rejected where:

  • The return period has expired and no mandatory legal remedy applies;
  • The product is not eligible for return;
  • The product shows signs of use or wear;
  • The product has been altered or repaired;
  • The product is damaged because of customer misuse;
  • Tags, seals, parts, or accessories are missing;
  • The product returned is not the product originally supplied;
  • The request contains materially false information; or
  • The customer did not follow reasonable return instructions.

If a return is rejected, we will explain the reason. The customer may be responsible for collecting the product or paying reasonable redelivery costs where permitted by law.

A return will not be rejected merely because the customer is exercising a legitimate statutory right.

15. Available Remedies

Depending on the circumstances, availability, product condition, customer preference, and applicable law, an approved request may result in:

  • Repair;
  • Replacement;
  • Exchange;
  • Store credit, where accepted by the customer;
  • Partial refund where appropriate and agreed; or
  • Full refund.

Gen Fashions will not require a customer to accept store credit where a refund or another remedy is legally required.

Replacement and exchange products remain subject to availability.

16. Exchanges

Eligible products may be exchanged for another available size, colour, design, or product.

An exchange is subject to:

  • Return approval;
  • Product inspection;
  • Stock availability;
  • Any applicable difference in value;
  • Delivery arrangements; and
  • Compliance with this Policy.

If the requested replacement is unavailable, the customer may select another available eligible product or request an applicable refund.

17. Refund Method

Approved refunds will normally be sent to the original payment method.

If a refund to the original payment method is not reasonably possible, we may request verified information for another suitable method.

For payment security:

  • Refunds should be made to the original customer or payment source where possible;
  • Identity or transaction verification may be required;
  • Gen Fashions will not request your CVV, payment PIN, banking password, or one-time authentication code to process a refund; and
  • Customers should not pay an unknown person an additional fee to release a refund.

The time required for funds to appear may depend on the customer’s bank, card network, payment gateway, or other payment provider.

18. Refund Processing Time

After a return has been received, inspected, and approved, Gen Fashions will normally initiate the refund within 7 to 14 business days. This processing period begins after approval, not when the customer first submits the request. After Gen Fashions initiates the refund, the payment provider or bank may require additional time before the funds appear in the customer’s account. If an approved refund does not appear after the applicable processing period, contact us with the relevant order and refund information.

19. Partial Refunds

Where permitted by law, a partial refund may be considered if:

  • The product has decreased in value because of handling beyond what was reasonably necessary to inspect it;
  • Non-essential packaging is missing;
  • An accessory or part is missing;
  • Only part of a multi-product order is returned; or
  • The customer agrees to keep a product with a minor issue.

A partial refund will not be used to avoid providing a full remedy where a full refund is legally required. We will explain the reason for a proposed deduction before processing the refund.

20. Refused and Unclaimed Deliveries

Refusing delivery does not automatically create an approved cancellation, return, or refund. If a delivery is refused, unclaimed, or returned because the customer supplied incorrect information, Gen Fashions will review the circumstances after the product is returned.

Reasonable delivery, return, or redelivery costs may apply where:

  • The customer supplied an incorrect address;
  • The customer repeatedly failed to accept delivery;
  • The customer refused an accurate and undamaged order without approval; or
  • Redelivery is requested after a preventable delivery failure.

No deduction will be made where doing so would unlawfully restrict a mandatory consumer remedy.

21. Chargebacks and Payment Disputes

Customers should contact Gen Fashions first where possible so that we can attempt to resolve an order, return, or refund issue. Submitting a chargeback does not automatically cancel an order, approve a return, or establish that a refund is due.

If a payment dispute is opened, we may provide the relevant bank or payment provider with:

  • Order confirmation;
  • Payment confirmation;
  • Delivery records;
  • Customer communications;
  • Return records;
  • Refund records; and
  • Other information reasonably necessary to respond to the dispute.

This information will be handled in accordance with the Nigeria Data Protection Act 2023 and our Privacy Policy.

Fraudulent or intentionally misleading chargebacks may result in account restrictions or other lawful action.

22. Processing Personal Information

When you request a cancellation, return, exchange, or refund, we may process:

  • Your name;
  • Email address;
  • Order number;
  • Payment reference;
  • Delivery information;
  • Photographs or videos;
  • Return reason;
  • Communications;
  • Inspection findings; and
  • Refund status.

We use this information to verify the transaction, assess the request, prevent fraud, issue an appropriate remedy, maintain records, and meet legal obligations.

Personal information will be handled in accordance with our Privacy Policy and the Nigeria Data Protection Act 2023.

23. Abuse of the Return Process

Gen Fashions may refuse or restrict a request where there is reasonable evidence of:

  • Return fraud;
  • Counterfeit or substituted products;
  • Deliberate product damage;
  • Materially false claims;
  • Repeated misuse of change-of-mind returns;
  • Manipulated photographs or documents;
  • Unauthorised chargeback activity; or
  • Another attempt to misuse this Policy.

We may suspend an account or report suspected unlawful activity to a payment provider or competent authority where appropriate.

A return will not be refused merely because a customer exercises a legitimate consumer right.

24. Changes to This Policy

We may update this Refund, Return and Cancellation Policy when our products, fulfilment practices, payment methods, legal obligations, or customer-support procedures change. The revised version will be published on the Website with an updated effective date. A policy update will not unfairly remove a return, cancellation, or refund right that arose before the updated version took effect.

25. Contact Us

To request a cancellation, return, exchange, or refund, or to report an incorrect, damaged, or defective product, contact:

Gen Fashions
Email: support@genfashions.com
Address: 39, Area C, Pambara, Abuja, FCT, Nigeria