Refund policy
Return and Refund Policy
At Genuine Suede, operated by Genuine Suede LLC, we want every customer to feel confident when shopping with us. This Return and Refund Policy explains the conditions and procedures for returns, exchanges, refunds, defective products, and order-related issues for purchases made through genuinesuede.com.
For assistance, please contact us at support@genuinesuede.com.
1. 60-Day Return Policy
We offer a 60-day return and exchange period.
You may request a return or exchange within 60 calendar days from the date your order is delivered.
If an order is delivered in multiple shipments, the 60-day period applies separately to each item from the date that particular item is delivered.
Our voluntary 60-day policy is provided in addition to any mandatory consumer rights that may apply in your country or region.
2. Return Eligibility
To qualify for a voluntary return due to sizing, preference, color, style, or change of mind, products must:
- Be clean and in good condition;
- Be unworn other than reasonable indoor fitting;
- Be unwashed and unaltered;
- Be free from stains, odors, damage, or excessive wear;
- Include accessories, tags, and original packaging when reasonably available.
Footwear
Shoes, clogs, sandals, slippers, and similar footwear should be tried on indoors on a clean surface.
Products showing signs of outdoor use, excessive sole wear, dirt, stains, or damage resulting from use may not qualify for a voluntary return.
Socks and Similar Products
For hygiene reasons, socks must be unworn and unwashed to qualify for a voluntary change-of-mind return.
This restriction does not affect your rights if the product is defective, damaged, incorrectly supplied, or otherwise covered by mandatory consumer protection law.
3. How to Request a Return
To begin a return or exchange, email:
Please include:
- Your order number;
- The name or email address used when placing the order;
- The item you wish to return or exchange;
- Whether you prefer a refund or exchange;
- A brief description of the issue, when applicable.
For damaged, defective, or incorrect items, photographs or videos may be requested when reasonably necessary to evaluate the issue.
Our customer support team will provide the appropriate return address, instructions, and shipping procedure.
Please do not send products to an address obtained independently or without first contacting our support team, as this may delay or prevent proper processing of your return.
4. Return Shipping
For eligible returns involving:
- Incorrect products;
- Damaged products;
- Manufacturing defects;
- Products materially different from what was ordered;
Genuine Suede will cover reasonable standard return shipping costs.
For eligible voluntary returns, size exchanges, or change-of-mind requests made within our 60-day return period, Genuine Suede may provide a prepaid return label or another approved return method where available.
Customers must use the return method provided or approved by our customer support team.
Any optional express shipping, upgraded delivery service, insurance, or additional shipping service purchased without prior approval may not be reimbursed.
We do not charge restocking fees for eligible returns.
5. Damaged, Defective, or Incorrect Products
Please inspect your order after delivery.
If an item arrives damaged, defective, materially different from its description, or if you receive the wrong product, contact us at support@genuinesuede.com.
Once the issue is reviewed, we may provide an appropriate remedy, including:
- Replacement;
- Exchange;
- Repair where appropriate;
- Partial refund;
- Full refund.
The appropriate remedy may depend on the circumstances and applicable consumer protection laws.
Customers will not be responsible for necessary return shipping costs when the issue results from a manufacturing defect, shipping damage, or an error by Genuine Suede.
Our voluntary 60-day policy does not shorten any statutory warranty or consumer guarantee available under applicable law.
6. Exchanges
Eligible products may be exchanged within the 60-day return period.
Exchanges may be requested for another available:
- Size;
- Color;
- Variant;
- Replacement product.
All exchanges are subject to product availability.
If the requested item is unavailable, you may choose another available item or request a refund for the eligible returned product.
If the replacement product has a different price, any price difference will be communicated before the exchange is completed.
7. Refund Processing
Once your return is received, we will inspect it and notify you about the status of your refund.
Approved refunds are normally submitted within 7 business days after the returned product is received and inspected.
Refunds are issued to the original payment method used for the purchase, except where another method is required or expressly agreed upon in accordance with applicable law.
Payments processed through Shopify Payments or another payment method displayed at checkout will be refunded through the corresponding payment channel whenever technically possible.
After Genuine Suede submits a refund, your bank, card issuer, or payment provider may require additional processing time before the funds appear in your account.
If more than 10 business days have passed since we confirmed that your refund was submitted, please contact:
We will assist you in locating the transaction.
8. Original Shipping Charges
When required by applicable law, eligible original standard shipping charges will also be refunded.
For voluntary returns outside a statutory cancellation right, optional expedited, express, priority, or premium shipping charges are generally non-refundable.
If a customer paid for an upgraded shipping service, we may refund only the amount equivalent to our standard shipping service where required by law.
9. Sale and Promotional Items
Products purchased during sales, promotions, discount campaigns, or with promotional codes remain eligible for return under this policy unless the product was clearly identified before purchase as non-returnable where such restrictions are legally permitted.
Refunds are calculated according to the amount actually paid for the returned item, including applicable discounts.
For bundles, multi-buy promotions, or promotional packages, the refundable amount may be calculated based on the value allocated to the returned item within the promotion.
We will not impose undisclosed penalties or fees when calculating a refund.
10. Order Cancellations
If you wish to cancel an order before shipment, contact us as soon as possible at:
If the order has not yet entered the fulfillment or shipping process and cancellation is possible, we will cancel the order and refund the applicable amount.
Because orders may be processed quickly, we cannot guarantee that cancellation will be possible once an order has been submitted for fulfillment.
If the order has already shipped, you may request a return after delivery under this policy or exercise any statutory cancellation rights that apply to your purchase.
11. Lost, Missing, or Delivery Issues
If your package:
- Has not arrived within the communicated delivery timeframe;
- Appears to be lost in transit;
- Has stopped updating for an unreasonable period;
- Is marked as delivered but cannot be located;
please contact support@genuinesuede.com.
We will review the tracking information and, where appropriate, investigate the shipment with the carrier.
Depending on the circumstances, the resolution may include a replacement, reshipment, or refund.
A tracking status alone will not automatically prevent a legitimate claim from being reviewed.
12. Refused and Undeliverable Packages
If a shipment is returned to us because:
- The shipping address provided was incorrect or incomplete;
- Delivery was repeatedly unsuccessful;
- The package was refused without prior authorization;
we will contact the customer after the package is returned and reviewed.
Where permitted by law, actual non-refundable shipping costs resulting solely from incorrect customer-provided information may be deducted from a voluntary refund.
This does not apply where the delivery problem resulted from an error by Genuine Suede or where applicable consumer law requires otherwise.
13. European Union and United Kingdom Customers
Where applicable EU or UK distance-selling rules apply, consumers generally have a statutory right to cancel an online purchase within 14 calendar days after receiving the goods, subject to legally permitted exceptions.
This statutory right exists separately from and in addition to our voluntary 60-day return policy.
Customers exercising a statutory right of withdrawal may notify us by sending a clear statement to:
Where required by law, we will reimburse qualifying payments, including the cost of standard outbound delivery.
Customers may examine products in a manner reasonably necessary to determine their nature, characteristics, and fit.
Where permitted by applicable law, a deduction may be made only for an actual reduction in value caused by handling beyond what would reasonably be permitted in a physical retail store.
Any statutory warranty, legal guarantee, or conformity right applicable in the customer's country remains unaffected.
14. International Customers
Genuine Suede sells to customers in multiple countries.
Nothing in this policy is intended to exclude, restrict, or replace mandatory consumer protection rights applicable in the customer's country of residence.
Where local consumer protection law provides a customer with rights that are more favorable than this policy, those mandatory rights will take precedence.
International customers may also be responsible for customs duties, import taxes, or similar government charges where applicable.
Any amount paid directly to customs authorities or third parties may be subject to the refund procedures of those organizations.
15. Payment Disputes
If you have questions about a charge, refund, payment authorization, or transaction associated with Genuine Suede, please contact us first at:
We will make reasonable efforts to investigate and resolve the matter.
If a payment dispute or chargeback has already been initiated through a bank or payment provider, we will cooperate with the relevant financial institution and payment processor.
A customer is not required to waive any mandatory legal rights as a condition of receiving assistance.
16. Fraud Prevention
To protect customers and our business, Genuine Suede may review orders for suspected fraud, unauthorized transactions, payment irregularities, or abuse of our return process.
We may request reasonable information necessary to verify an order or return.
Fraud prevention procedures will not be used to deny a legitimate refund, statutory consumer right, or valid product claim.
17. Refund Method
Eligible refunds will normally be issued to the same payment method originally used at checkout.
We do not require customers to accept store credit when they are legally entitled to a monetary refund.
Store credit may be offered as an optional alternative when appropriate and accepted by the customer.
18. Policy Updates
Genuine Suede may update this Return and Refund Policy when necessary to reflect changes to our operations, services, payment providers, or applicable requirements.
Changes will not retroactively reduce return or refund rights applicable to purchases made under a more favorable policy or commitment previously provided to the customer.
19. Contact Information
For questions concerning returns, exchanges, refunds, defective products, cancellations, or delivery issues, contact:
Genuine Suede LLC
Genuine Suede Customer Support
Website: genuinesuede.com
Email: support@genuinesuede.com
Please include your order number whenever possible so our team can assist you efficiently.