Refund policy

Returns & Refunds Policy

At GENKIVA, we want you to be completely happy with your purchase. This policy explains exactly what to do if something isn't right.

Do we accept returns?

Yes. We accept returns within 30 days of delivery. To be eligible, items must be unused, in their original condition, and in their original packaging.

There is no restocking fee.

Return shipping costs

  • For change-of-mind returns, the customer is responsible for return shipping costs.
  • If your item arrived damaged, defective, or you received the wrong product, GENKIVA covers all return shipping costs — you pay nothing.

Specific situations

Your order never arrived If your tracking shows no movement or your order has not arrived within the estimated delivery window, contact us at support@genkiva.com. We will investigate and either resend your order or issue a full refund.

Your order arrived damaged If your item arrives damaged, email support@genkiva.com within 7 days of delivery with your order number and a photo of the damage. We will send a free replacement or issue a full refund, including any shipping you paid.

You received the wrong item If you received an incorrect product, contact support@genkiva.com with your order number and a photo. We will arrange a free return and send the correct item at no extra cost.

How to start a return

You can start a return in one of two ways:

  1. Email us at support@genkiva.com with your order number and reason for return.
  2. Call us at +1 (626) 988-9832, Monday–Friday, 9:00 AM – 5:00 PM PST.

Please include your order number and, where relevant, photos of the item.

Timeframe and refund method

  • The return window is 30 days from the date of delivery.
  • Once we receive and inspect your returned item, we will process your refund within 5–10 business days.
  • Refunds are issued to your original payment method.

If you have any questions about a return, contact support@genkiva.com.

GENKIVA · 10385 San Sevaine Way, Suite B, Jurupa Valley, CA 91752, United States · support@genkiva.com · +1 (626) 988-9832