Refund policy

Return and Refund Policy

Last Updated: June 16, 2026

At Genspitch (genspitch.store), we want you to be completely satisfied with your purchase. Our Return and Refund Policy is designed to give you a clear understanding of your rights and obligations when shopping with us.

This policy is fully compliant with the Australian Consumer Law (ACL) under the Competition and Consumer Act 2010 (Cth).

1. Consumer Guarantees

Under the Australian Consumer Law, our goods come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

2. Major vs. Minor Failures with Goods

In accordance with Australian regulations, the remedy we provide depends on whether the fault is classified as major or minor.

Major Failures: A product has a major failure when:
- It is unsafe to wear or use.
- It is significantly different from the description, image, or demonstration sample shown.
- It is substantially unfit for its common purpose and cannot be easily fixed within a reasonable time.
- It is damaged or defective due to a manufacturing fault prior to arrival.
Remedy for Major Failure: You have the right to choose between a full refund, an exact replacement (subject to stock availability), or a store credit/voucher.
Minor Failures: A product has a minor failure if the problem is small, does not affect the safety or core usability of the item, and can be easily fixed (e.g., a loose thread, an easily replaceable button, or a slight stitching alignment error).

Remedy for Minor Failure: Genspitch reserves the right to offer a free repair within a reasonable timeframe. If we cannot repair the item within a reasonable time, we will offer you a choice between a replacement or a full refund.

3. Change of Mind Returns

Under the Australian Consumer Law, online retailers are not legally required to accept returns or provide refunds if you simply changed your mind, ordered the wrong size, or decided you do not like the style.

However, at Genspitch, we offer a voluntary 30-Day Change of Mind Policy to ensure you get the perfect fit and style:

Timeframe: You must request a change of mind return within 30 days from the date your tracking information shows the item was delivered.
Condition: Items must be returned in their original condition: unworn, unwashed, unaltered, free of stains or odours, and with all original tags and packaging intact.
Exclusions: Due to hygiene regulations, underwear, swimwear, and earrings cannot be returned for a change of mind unless they are faulty.
Return Shipping: For change of mind returns, the customer is responsible for paying all return shipping costs. We highly recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.
Outcome: Change of mind returns will be processed as an Exchange or a Store Credit/Gift Card once the item passes our quality control inspection.

4. Return Process

To initiate a return under this policy, please follow these steps:

Contact our support team at help@genspitch.store.
Provide your full name, order number (#XXXX), and the reason for the return.
If the item is faulty or damaged, you must attach clear photographs and videos showing the defect.
Our customer care team will review your request within 2 business days and provide you with our designated return address and further instructions.

Please do not send your purchase back to the manufacturer or to the address printed on the shipping label without contacting us first.

5. Refund Processing Time

Once your return is received and inspected by our warehouse team, we will send you an email to notify you that we have received your returned item and whether your refund/exchange has been approved.

If approved for a refund, it will be automatically processed back to your original method of payment (Credit Card, PayPal, etc.).
Please allow 5 to 10 business days for the funds to reflect in your account, depending on your financial institution's processing times.