Return Policy

Thank you for choosing Genzsh handcraft creation kits. We are always committed to providing you with consistently high-quality materials and a clear, enjoyable making experience. However, we also understand that even after multiple inspections, situations may still arise that do not meet your expectations. For this reason, we have established the following transparent, reasonable, and easy-to-follow return policy, so that when you need it, you can complete the return or exchange process quickly and without obstacles.

I. Scope of Application

This return policy applies to all products purchased directly through the official Genzsh website (www.genzsh.com). For any products that meet the conditions listed below within 30 calendar days from the date of delivery, you may apply for a return or exchange:

1. Functional defects in the product: such as damaged materials, missing essential components, or tools that cannot be used properly, rendering the kit unable to be completed as designed;

2. Significant discrepancy between the product and the order description: such as incorrect style, color, size, or kit content that substantially differs from what was shown on the product page;

3. Apparent cosmetic or structural damage caused during shipping: this must be discovered upon delivery, with clear evidence of severely crushed or damaged outer packaging that has affected the internal materials.

Please note: Return requests based on personal aesthetic preferences, perceived color differences, or subjective judgments regarding difficulty level will not be accepted. We recommend that you carefully read the kit content list, finished product dimensions, and difficulty level descriptions on each product detail page before purchasing, to ensure that the selected product meets your expectations.

II. Non-Returnable Circumstances

To protect the rights of every user and ensure product hygiene and safety, the following situations are not eligible for return:

• Materials that have been unsealed and undergone substantial processing—such as threading, cutting, bending, or any actual crafting work (unless they fall under the functional defects category described above);

• Products with intact packaging but returned more than 30 days after delivery;

• Materials damaged due to improper personal use, poor storage, or failure to follow the included instructions;

• Products missing original packaging, accessories, or instruction manuals, without a valid proof of purchase;

• Items explicitly marked as "final clearance" or "special promotion" (such products will be clearly labeled at the time of purchase).

We understand the unique nature of craft materials—once used, they cannot be restored. Therefore, please confirm that the product is complete and undamaged before you begin your creative work. If you notice any issues immediately after unboxing, please keep all materials and packaging in their original condition and contact our after-sales email right away.

III. Return Process

Please follow the steps below to complete your return application. We have simplified the process as much as possible while ensuring that every step is clear and traceable:

Step 1: Submit Your Application
Please send an email to our dedicated after-sales email address customer@genzsh.com, with the subject line "Return Request + Order Number." Your email should include:

• Your order number (found in your confirmation email or order history in your account);

• The product name and quantity you wish to return;

• Clear photos or videos showing the issue (e.g., damaged areas, missing parts, color discrepancies, etc.);

• Your preference: refund or exchange (if exchanging, please specify the desired replacement style or color, which must be of the same price or with price difference adjustment).

Step 2: Obtain Return Authorization
We will review your application within 2 business days of receiving your email and reply to inform you whether your return request has been approved. If approved, we will generate a Return Merchandise Authorization (RMA) number for you and send you the return address and important notes via email. Products returned without an RMA number cannot be identified or processed, and we appreciate your understanding in this regard.

Step 3: Pack and Ship Back
Please place all original materials, accessories, instruction sheets, and outer packaging into a suitable shipping box, ensuring that they will not sustain further damage during transit. We recommend using a trackable shipping method and keeping the shipping receipt for reference in case you need to check the delivery status. Return shipping costs are initially borne by the customer. However, if the reason for return is determined to be our responsibility (such as quality issues or incorrect shipment), we will reimburse you for the actual shipping costs (up to the standard economy postage rate) after we receive and inspect the returned items.

Step 4: Inspection and Resolution
Once we receive your return package, we will complete the quality inspection within 5 business days. After confirming that the product meets the return conditions, we will proceed according to your choice:

• Refund: The full product amount will be refunded to your original payment method (excluding any non-standard shipping costs you paid for the return). The time for the refund to appear in your account depends on your payment provider, generally ranging from 3 to 10 business days;

• Exchange: We will arrange the replacement product and notify you via email with the new tracking number once it is shipped. If there is a price difference between the returned and replacement items, we will communicate with you regarding the adjustment.

IV. Important Notes

• We only handle return-related matters through our official email address customer@genzsh.com. Please do not send return requests through any informal channels to avoid information loss or delays.

• The return address is the authorized address provided in our reply email. Please do not send returns to any other address printed on the product packaging, as this may result in lost packages or unprocessed returns.

• If returned items are lost or further damaged in transit due to shipping issues, we will assist you in tracing the package with the carrier based on the shipping receipt you provide. However, we are not responsible for third-party shipping liabilities. We strongly recommend that you choose a shipping service that includes insurance or signature confirmation.

• If you have any questions about the return process, you may contact us at any time via the above email address. We promise to reply to your follow-up emails within one business day.

• This policy applies to individual consumers who purchase through our official website. Bulk purchases, corporate custom orders, or orders not placed directly through our official website are subject to separate return and exchange terms, which must be confirmed individually and do not automatically fall under this policy.

V. Our Commitment

We understand that returns are never a pleasant matter. That is precisely why we strive to make the process simple, fair, and predictable. We do not set up complicated traps or delaying tactics—all eligible applications will be properly handled within the promised timeframe. Your trust is of utmost importance to us, and an unsatisfactory return experience should not become the final chapter of your relationship with Genzsh. We sincerely hope that the next time you feel like creating, you will still give us the opportunity to regain your confidence through better products and more attentive service.

If you still have questions after reading this policy, please send an email directly to customer@genzsh.com, and we will answer each of your concerns with the clearest possible language. We do not provide service through instant messaging platforms, but every email will receive the same level of attention and warmth as if we were meeting face to face.