Returns & Refunds

30 daysTo return from delivery
FreeReturn shipping, no restocking fee
14 daysRefund after inspection

We want you to be completely happy with your watch or jewellery. If it isn't right for you, you can return it within 30 days for a full refund.

Return window

You have 30 days from the date your order is delivered to request a return.
Return shipping is free. We provide the return label.
There is no restocking fee.

This does not affect your statutory rights. If you are a consumer in the UK, you also have the legal right to cancel your order within 14 days of delivery under the Consumer Contracts Regulations. Our 30-day return window covers and extends this right.

Condition of returned watches

Because every watch is authenticated against its serial number and original documentation, returns must be:

Unworn, apart from trying the watch on, and in the same condition as received.
Returned with all original packaging, box, papers, warranty card, tags, protective films and accessories.
Free from scratches, resizing or any alteration, such as removed bracelet links that are not included.

Condition of returned jewellery

Unworn, apart from trying the piece on, and in the same condition as received.
Not resized, engraved, polished, repaired or altered in any way.
Returned with all original boxes, pouches, certificates, cards, tags and any other items listed with it.

Every return is inspected when it arrives. If a watch or piece of jewellery comes back worn, damaged, altered or missing items, we may refuse the return or reduce the refund to reflect the loss in value, as permitted by law.

How to start a return

Email support@genly.shop with your order number and reason for return.
We will send you a free, insured return label and instructions.
Pack your item securely in its original packaging and send it back using the label provided.

Please do not send an item back without contacting us first, as returns without authorisation may be delayed.

Refunds

Once we receive and inspect your return, we will email you to confirm whether it is approved. Approved refunds are issued to your original payment method within 14 days of receiving the item. Your bank or card provider may take a few extra days to show the refund.

Order cancellations

You can cancel your order within 15 minutes of placing it by contacting us at support@genly.shop. After that, your order may already be in preparation for dispatch. If it has shipped, you can still return it under this policy once it is delivered.

Faulty or damaged items

If your watch or jewellery arrives faulty or damaged, contact us within 48 hours of delivery with photos and your order number. We will arrange a free collection and offer a repair, replacement or full refund. Your rights under the Consumer Rights Act 2015 are not affected.

Watch warranty

New and pre-owned watches are covered by either our complimentary 1-year warranty or the remainder of the original manufacturer warranty. Our warranty covers manufacturing defects that affect the mechanical function of the watch. See our Warranty page for details, including how jewellery is covered.