Return Policy

Effective Date: January 2025
Last Updated: January 2025

At Genuine Connection Promotions (“Company,” “we,” “us,” or “our”), we strive to ensure your satisfaction with our products and services. This Refund Policy outlines the conditions under which refunds, exchanges, or replacements may be issued. By purchasing from our store, you agree to the terms below.

1. Made-to-Order Items

All made-to-order products are customised to your specifications and are therefore non-refundable once production has begun.
Refunds may only be issued for made-to-order items if there is a defect or error that occurred during production or delivery.

2. Damaged or Defective Items

If an item arrives damaged or defective, you must report it within 7 days of receipt.
Please provide:
- Photos of the damage/defect
- Your order number and details
Once verified, we will provide either a replacement or refund.

3. Incorrect Items

If you receive the wrong product, we will rectify the issue at no additional cost.
The incorrect item must be returned in its original packaging (if possible) before a replacement or refund is processed.

4. Return Process

Contact us via email or phone to report the issue.
Provide the necessary order details and supporting documentation (photos, proof of purchase).
Follow instructions provided for returning the item.
Refunds will be issued to the original payment method once the returned item is received and verified.

5. Refund Timeframe

Approved refunds are usually processed within 7–14 business days after the returned item is received.
Please note that banking or payment provider processing times may affect when the funds appear in your account.

6. Non-Refundable Items

Products that were correctly made according to your specifications.
Items returned after the 7-day reporting period.
Items damaged due to misuse, negligence, or failure to follow care instructions.

7. Contact Information

For refund inquiries or to initiate a return, please contact us:

📧 Email: mail@gencon.co.za
📍 Address: 46 Distillery Street, Charleston Hill, Paarl 7464

📞 Phone: 021 8720 300

Browse styles & get FREE online quotes

NEW LAUNCH : Winter Sale