At GenMerchz, we care about your satisfaction. If for any reason you are not completely happy with your purchase, please review our return and refund guidelines below.

Eligibility for Returns

Products must be returned within 7 days of delivery.

Items must be unused, unopened, and in their original packaging.

For hygiene and safety reasons, opened herbal supplements, herbal oils, and wet wipes cannot be returned.
Damaged, defective, or incorrect items are eligible for exchange or refund.

Return Process

1. Contact us at info@genmerchz.com or via WhatsApp/phone with your order number, proof of purchase, and reason for return.
2. Our team will review your request and provide instructions for return shipping.
3. Once the item is received and inspected, we will notify you of the approval or rejection of your refund/exchange.

Refunds

Approved refunds will be processed within 7–14 business days back to your original payment method.

For Cash on Delivery (COD) orders, refunds will be issued as store credit, wallet balance, or bank transfer (as agreed).

Shipping fees are non-refundable, except in cases of damaged/incorrect products.

Exchanges

If you receive a defective or incorrect product, we will replace it at no extra cost.

Exchanges are subject to stock availability.

Return Shipping

Customers are responsible for return shipping costs unless the product is defective, damaged, or incorrect.

We recommend using a trackable courier service, as GenMerchz cannot guarantee receipt of returned items.service, as GenMerchz cannot guarantee receipt of returned items.

Non-Returnable Items

Opened herbal supplements, oils, and wipes (for safety & hygiene).

Discounted / clearance items.

Gift cards or promotional items.

Need Help?

If you have any questions about returns, refunds, or exchanges, please contact us:

info@genmerchz.com

+60 11 7234 0074 (Malaysia) | +234 9163482657