Refund policy

Last updated: July 4, 2026

We want you to be happy with every order. If something is not right, this policy explains how returns, refunds, and replacements work at Gentei Store.

30 Day Returns

You may return most items within 30 days of the day you receive them. To be eligible, the item must be unused, in its original condition and original packaging, with all tags, inserts, and accessories attached, and you must provide the order number or another proof of purchase.

Items That Cannot Be Returned

Gift cards.
Items marked as "Final Sale" on the product page.
Items returned used, damaged by the customer, or without their original packaging and tags.

If you are not sure whether your item qualifies, email us before sending it back.

How to Start a Return

Email service@gentei.store with your order number and the reason for the return. If your return is accepted, we will send you instructions and the return address. Items sent back without first requesting a return may not be accepted.

Return Shipping

Return shipping costs are paid by the customer, except when the item arrived damaged, defective, or different from what you ordered. We recommend using a tracked shipping service and keeping the receipt, as we cannot refund a return that does not reach us. Any customs charges on returned parcels are the customer's responsibility and may be deducted from the refund if they are billed to us.

Damaged, Defective, or Wrong Items

Please inspect your order when it arrives. If an item is damaged, defective, or not what you ordered, contact us within 7 days of delivery with your order number and photos of the item and its packaging. We will make it right with a replacement or a full refund, including shipping costs, at no cost to you.

Refunds

Once we receive and inspect your return, we will let you know whether the refund is approved. Approved refunds are issued to the original payment method within 10 business days. Banks and card issuers may need additional time to post the refund. If more than 15 business days have passed since your refund was approved and it has not arrived, contact us at service@gentei.store.

Original shipping charges are not refundable, unless the return is due to our error or a defective item, or applicable consumer law provides otherwise.

Replacements and Exchanges

If you prefer a replacement item instead of a refund, let us know when you request the return. Replacements are subject to stock availability, which can be limited for exclusive and limited edition items. The fastest option is usually to return the item for a refund and place a new order for the item you want.

EU and UK Consumers

If you are a consumer in the European Union or the United Kingdom, you have a statutory right to withdraw from your purchase within 14 days of receiving the goods, without giving a reason. Our 30 day return window is broader than this statutory right and does not replace it. Where you exercise your statutory right of withdrawal, refunds are handled in accordance with applicable law, including reimbursement of standard outbound delivery costs.

Order Cancellations

You can cancel an order free of charge at any time before it ships by emailing service@gentei.store. Once shipped, the order can instead be returned under this policy.