Returns, Refunds & Cancellation

You can cancel an order yourself from My Orders at any time until it is shipped. A cancelled order is refunded in full to the original payment method. Once an order has shipped, it can no longer be cancelled, but you may return it under the policy below.

We may cancel an order if an item is unavailable, a pricing error occurs or we suspect fraud. You will be told promptly and refunded in full.

If you change your mind, you may return an eligible pair within 30 days of delivery for a refund or exchange. To be eligible, the shoes must be:

• unworn and unwashed, tried only indoors on a clean surface;
• in the original shoe box and dust bags, with all tags and accessories;
• accompanied by the invoice or order number.

Shoes showing signs of wear, outdoor use, marks, odour, alteration or damage after delivery cannot be accepted. Personalised or made-to-measure pairs and gift cards are not returnable unless they arrive defective.

If your pair arrives damaged, defective or not what you ordered, tell us within 7 days of delivery with photographs. We will arrange a free pick-up and, at your choice, send a replacement or refund the full amount including delivery charges. This does not limit your rights under the Consumer Protection Act, 2019.

• Sign in and open the order in My Orders, then choose “Request return”. Guests can contact us from the contact page with their order number.
• We will email you a return authorisation and arrange a free reverse pick-up from your delivery address for eligible orders.
• Pack the shoes in their original box and hand them over to the courier. Please do not post items yourself without authorisation.

Once the returned pair reaches our atelier and passes inspection (usually within 2 business days), we initiate the refund and email you. Refunds go to the original payment method only:

Your refund covers the price of the items and any delivery charge you paid, less any promotional value already used if only part of an order is returned. If the amount has not reached you within 5–7 business days of our confirmation, contact your bank with the reference we send, and then write to us.

Need a different size or colour? Choose “Exchange” while requesting your return. Subject to availability, we ship the new pair as soon as the first is collected. If your preferred size is unavailable, we will refund you instead.

Every pair carries a 12-month warranty against manufacturing defects in materials and workmanship. It does not cover normal wear, misuse or damage from improper care. Welted styles are eligible for our lifetime resoling service, charged at cost.

For help with a return, refund or cancellation write to support@genzstyle.in. If we have not resolved your concern, our Grievance Officer will.