Refund policy

Thank you for visiting and shopping at GENAVIAN. The following information outlines the terms and conditions of our Return Policy. Please read this Policy so that you can understand your rights and what you can expect from us if you are not satisfied with your order.

We offer refunds and replacements in accordance with the Australian Consumer Law and on the terms set out in this Policy.

Any benefits set out in this Policy may apply in addition to consumer's rights under the Australian Consumer Law.

SECTION 1 - LOVE IT OR RETURN IT
 As part of our Love it or return it promise, every full size fragrance (55mL) order includes a complimentary sample of the same scent.

We encourage you to experience the fragrance using the sample first, before opening the full size bottle. This allows you to take your time with the scent on your skin and decide whether it is right for you.

If, after trying the sample, the fragrance is not quite what you hoped for, you may refer to the section below for details on how to initiate a return.

Please note that our Love it or return it promise only applies to Australian orders. 

SECTION 2 - RESPONSE TIME
 We aim to process any requests for replacements or refunds within 3 business days of contact.

We will notify customers of the status of their request within 3 business days and provide regular updates until the matter is resolved.

SECTION 3 - RETURNS
 To be eligible for a return, the following conditions must be met:

  • The 55mL perfume bottle must be unopened and unused with the tamper proof seal intact.
  • You may keep the complimentary fragrance samples included with your order.
  • All gift items must be returned.

If you wish to return your order, please follow these steps:

  • Contact Us: Reach out to us at hello@genavian.com within 14 days of delivery.
  • Return Label & Instructions: Upon receiving your request, we will provide you with a prepaid return label* and detailed instructions on how to return the items.
  • Return the Item: Once you receive the return label, securely package the items and send them back to us.
  • Refund Process: After we receive the returned items and assess their condition, we will process your refund. Refunds will only be issued to the original payment method used at checkout.

*Please note: Complimentary returns are only available for Australian orders. We cover the cost of return shipping as part of our "Love It or Return It" policy. Refunds will only be processed once the returned items have been received and inspected.

Items returned to us without contacting us will not be issued with a refund.

SECTION 4 - EXCHANGES

Exchanges are only permitted if the perfume bottle is faulty and interferes with normal usage. This may include issues such as a defective spray nozzle or leaking bottles that affect the functionality of the product. Aesthetic differences, such as slight variations in bottle design, color, or packaging, do not qualify for an exchange.

If you believe your perfume bottle is faulty, please follow these steps:

  • Contact Us: Reach out to us at hello@genavian.com within 14 days of delivery.
  • Provide Evidence: Include the following information in your message:
    • Order number
    • Clear photos or a video of the faulty bottle showing the issue
    • A description of the problem with the product
  • Assessment & Approval: Once we review the information provided, we will assess the issue. If your request meets the exchange criteria, we will provide further instructions.
  • Exchange Process: We will ship a replacement at no additional charge once we have reviewed the exchange request.

Please Note:

  • Exchanges are only available for faulty perfume bottles and must be requested within 14 days of delivery.
  • We do not accept exchanges for reasons based on personal preference, such as scent, packaging, or aesthetic differences.
  • If your exchange request is approved, we will cover the cost of return shipping.
  • Refunds are not available for exchanged items, only replacements.

If you have any questions or need assistance with an exchange, please don’t hesitate to contact us. We're here to help!

SECTION 5 - CHANGE OF MIND

We do not accept refunds or returns for change of mind on orders.

For customers in Australia, we offer exchanges only if the perfume bottle is faulty and affects normal usage, in line with our Exchange Policy (SECTION 3) detailed above.

Please Note:

  • Exchanges are only available for faulty products that impact functionality.

  • We do not accept returns or offer refunds for change of mind on international orders.

If you have any questions or need assistance, please contact us at hello@genavian.com. We’re here to help!

SECTION 6 - PRODUCTS DAMAGED DURING DELIVERY

In the event that the product you ordered has been damaged during delivery:

  • Please contact us as soon as possible.
  • Any damaged product must be returned in the condition in which it was received, together with any packaging and other items which you received with the damaged product. 
  • We will arrange for the damaged product to be shipped to us and replace it with an equivalent product, or refund it, provided that you have contacted us within 14 days from the date of delivery. 
  • Any damage claims made after this period may not be accepted unless required by Australian Consumer Law.

SECTION 7 - EXCEPTIONS

  • Notwithstanding the other provisions of this Policy, we may refuse to provide a repair, replacement or refund for a product or service purchased by you if you misused the said product in a way which caused the problem.