At Ginomu, customer satisfaction is our top priority. If you are not completely satisfied with your purchase, you may return or exchange your item according to the guidelines below.
1. Return & Exchange Eligibility
You may return or exchange an item if:
- It is unused, unworn, unwashed, and in original condition
- It includes original packaging, tags, and any included accessories
- You contact us within 25 days of receiving the item
Non-eligible items include:
- Items that have been used, worn, washed, or damaged
- Items returned after 25 days of receipt
- Items marked final sale or clearance, clearly indicated on the product page
2. How to Request a Return
To begin the return or exchange process, please email [email protected] with:
- Your order number
- The item(s) you wish to return or exchange
- The reason for return (e.g., wrong size, defective item, changed mind)
- For exchanges: your desired size, color, or replacement
Once approved, we will provide return instructions. Returns sent without prior approval will not be accepted.
Customers are responsible for return shipping costs unless the item is incorrect or defective.
3. Exchanges
We offer exchanges if:
- The requested item is in stock
- The original item meets the return conditions
If the replacement is out of stock, we will issue a full refund instead.
If the exchange is due to a mistake on our part (e.g., wrong item sent), we will cover all shipping costs.
4. Refunds
After we receive and inspect the returned item:
- If approved, we will issue a full refund to your original payment method
- You will receive a confirmation email once the refund has been processed
Please allow 5–10 business days for the refund to appear, depending on your bank or payment provider.
5. Return Shipping Costs
- If the return is due to our error (e.g., wrong or defective item), we will provide a prepaid return label at no cost
- If the return is due to customer preference (e.g., changed mind or wrong size), the customer is responsible for return shipping fees
6. Damaged, Defective, or Incorrect Items
If you receive an item that is:
- Defective
- Damaged during shipping
- Different from what you ordered
Please contact us within 25 days at [email protected]. Attach clear photos if possible.
We will offer either a replacement or a full refund at no cost to you.
7. Need Help?
If you need assistance with your return or exchange, feel free to reach out:
Email: [email protected]