Refund policy

Last updated: October 20, 2026

We want you to love your Genies 3D piece. If something is not right, email us and we will make it right. The rules below explain how returns, exchanges and refunds work.

Damaged, defective or wrong items

If your order arrives broken, defective, or different from what you ordered (wrong item, wrong color, wrong name), email contact@genies3d.com within 7 days of delivery. Include your order number and photos of the item and the package. We will send a free replacement or a full refund, including shipping. In most cases you do not need to send the item back.

Returns of regular items

Items that are not personalized can be returned within 30 days of delivery. The item must be unused, in the same condition you received it, and in its original packaging. To start a return, email contact@genies3d.com with your order number. We will reply with the return address and instructions. Packages sent back without contacting us first cannot be accepted.

Return shipping is paid by the customer, unless the item arrived damaged or we made a mistake. We recommend a trackable shipping service, because we cannot refund items that are lost on the way back to us.

Personalized and custom items

Items made with a name, text, logo or custom design are made only for you, so they cannot be returned or exchanged for change of mind or for a spelling that was entered incorrectly at checkout. Please check names, text and colors before you pay. If the mistake is ours, we will reprint the item or refund you at no cost.

Exchanges

The fastest way to get a different item or color is to return the original item (following the steps above) and place a new order.

Refunds

After we receive and inspect your return, we will email you to confirm whether the refund is approved. Approved refunds go back to the original payment method within 10 business days. Your bank or card company may take a few more days to post it. Original shipping costs are refunded only when the return is due to our mistake or a damaged item.

Changes and cancellations

Need to change a name, a color or your address? Email us as soon as possible. We can change or cancel an order until it ships, or for personalized items, until printing starts. After that, the order cannot be changed or cancelled.

Questions

Email contact@genies3d.com. We answer Monday to Friday.