Refund Policy

This policy applies to purchases made at genaluxe.com from GENA, operated by [TO CONFIRM: legal entity name], Unit B6, 12th Floor, Wing Wah Building, 677 King's Road, Quarry Bay, Hong Kong ("GENA", "we", "us").

Right to cancel, EU, EEA and UK

If you are a consumer in the European Union, the European Economic Area or the United Kingdom, you have 14 days from the day you receive your order to cancel it, without giving a reason. To exercise that right, tell us before the 14 days are up by emailing oliver@investlandbali.com with your order number. A clear statement that you are cancelling is enough.

After telling us, you have a further 14 days to send the bag back.

Condition of returned goods

The bag must come back unused and in the condition you received it, with all hardware, dust bag and packaging included. You may handle and inspect the bag as you would in a shop. If it comes back showing wear beyond that, we may reduce the refund to reflect the loss in value.

Return shipping

You pay the cost of returning the bag unless it arrived damaged or we sent the wrong item, in which case we cover it. Use a tracked service. Until the parcel reaches us it remains your responsibility, and we cannot refund a return we never receive.

Refunds

We refund within 14 days of receiving the returned bag, or sooner, to the original payment method. We refund the price of the item and the standard outbound shipping you paid. Where you chose a more expensive delivery option than our standard one, we refund the standard amount. Import duties and customs charges are set by your country, not by us, and are reclaimed from your local customs authority rather than from us.

Orders outside the EU, EEA and UK

Customers elsewhere are not covered by the statutory cancellation right above. If something is wrong with your order, email oliver@investlandbali.com within 14 days of delivery and we will look at it with you.

Faulty or incorrect items

If a bag arrives faulty, damaged or is not what you ordered, email oliver@investlandbali.com within 48 hours of delivery with photographs. We will arrange a replacement or a full refund including shipping both ways. This does not affect your statutory rights.

Contact

Returns and refunds: oliver@investlandbali.com.