Refund policy
Last Updated: Jul 4, 2026
At Genvola, we value customer satisfaction and strive to provide a transparent and straightforward return experience. This Return & Refund Policy explains the conditions and procedures for returns, exchanges, and refunds for purchases made through our website.
This policy applies to orders shipped within the United States.
Return Eligibility
We accept returns and exchanges for both defective and non-defective products within 30 days of the delivery date.
To qualify for a return or exchange, items must:
- Be in new and unused condition
- Include all original packaging, accessories, manuals, and components
- Not show signs of misuse, modification, wear, or customer-caused damage
Items that do not meet these conditions may not be eligible for return or exchange.
How to Request a Return
To initiate a return or exchange, please contact us at info@genvola.com.
Approved returns must follow the process below:
- Submit a return request to our customer support team.
- Our team reviews and approves the request.
- A prepaid return shipping label will be provided for download.
- The customer downloads and prints the return label.
- The label must be attached to the return package and shipped according to the provided instructions.
- Once the returned item is received and inspected, the refund or exchange will be processed.
Please do not send any items back before receiving return approval and return instructions from our team.
Return Shipping Costs
For approved returns and exchanges:
- Genvola provides a prepaid return shipping label.
- Customers can download and print the approved return label.
- There is no charge to the customer for the approved return label.
- Genvola covers the cost of approved return shipping.
- No restocking fees apply.
Refunds
After the returned item is received and inspected, we will notify you regarding the status of your refund.
If approved:
- Refunds will be processed within 14 business days
- Refunds will be issued to the original payment method used for the purchase
- A confirmation email will be sent once the refund has been completed
All refunds are processed in USD (United States Dollar).
If your payment provider converts currencies, exchange rate fluctuations or additional fees imposed by your financial institution are outside of our control.
Exchanges
Customers may request an exchange instead of a refund.
Exchange requests are:
- Subject to product availability
- Processed after the returned item is received and inspected
- Communicated in advance if any price difference applies
Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us as soon as possible at info@genvola.com.
Please provide:
- Your order number
- A description of the issue
- Photographs showing the damage or incorrect item when applicable
Our team will review the information and provide instructions to resolve the issue.
Contact Information
Genvola
Email: info@genvola.com
Business Address: 13802 Gritstone Rd, San Antonio, TX 78253, United States
Business Hours: 10:00 AM – 10:00 PM (GMT-5)
Expected Response Time: Within 3 business days
Contact Page: https://genvola.com/pages/contact
If you have questions regarding shipping, delivery estimates, or order tracking, please contact our customer support team.