At Ginomu, your satisfaction is our priority. If you’re not happy with your purchase, we accept returns and exchanges under the conditions outlined below.
1. Eligibility for Returns & Exchanges
To qualify for a return or exchange, the item must meet all of the following conditions:
- Unworn and unused, in original condition
- In original packaging with all tags and accessories
- Return request must be made within 25 days from the date the item was delivered
We do not accept returns or exchanges for:
- Items that show signs of use, wear, washing, or damage
- Items returned after 25 days
- Final sale or clearance items (if applicable, will be clearly marked)
2. How to Request a Return or Exchange
To start the process, please email us at [email protected] with:
- Your order number
- The item(s) you want to return or exchange
- The reason (e.g., wrong size, item damaged, changed mind, etc.)
- For exchanges: indicate the size/color you want instead
Once approved, we will send return instructions. Returns without prior approval will not be accepted.
3. Exchanges
We are happy to exchange items for a different size, color, or product if:
- The requested replacement is in stock
- The original item meets the return conditions
If the item you want is out of stock, we will issue a full refund instead.
Customer pays return shipping for exchanges (unless due to our error). We cover shipping the new item to you.
4. Refunds
Once we receive and inspect your return:
- If approved, a refund will be issued to your original payment method
- You will receive an email confirmation once the refund is processed
Please allow 5–10 business days for the refund to appear, depending on your bank or credit card provider.
5. Return Shipping Costs
- If the return is due to our error (e.g., wrong item, defective product), we will provide a prepaid return label at no cost to you.
- If the return is due to personal reasons (e.g., changed mind, wrong size ordered), the customer is responsible for return shipping costs.
6. Damaged or Incorrect Items
If you receive an item that is:
- Defective
- Damaged during shipping
- Not what you ordered
Please contact us within 25 days of receipt at [email protected]. Attach photos if possible. We will arrange a replacement or issue a full refund at no cost to you.
7. Questions?
Need help with a return or exchange?
Reach out to us at [email protected]. Our support team is available Monday to Saturday to assist you.