Widerrufsrecht
We have a 30-day defect reporting window, which means you have 30 days after receiving your item to report any damage, defect, or incorrect item.
As all products are custom-made and printed on demand, we do not accept returns or exchanges for size, colour, or change of mind.
To report an issue, contact us at support@genreum.com with clear photo evidence. If multiple items are affected, please photograph all items together in one frame.
Damages and Issues Please inspect your order upon receipt and contact us immediately if your item is defective, damaged, or incorrect, so we can evaluate the issue and make it right.
Exceptions / Non-Returnable Items The following items are not eligible for return or refund:
- Items received as ordered but unwanted (wrong size chosen, change of mind)
- Minor print placement variations within 0.5 inches (DTG products)
- Low-quality output due to low-resolution design files
- Sale items and gift cards
Lost Packages Contact us within 30 days (domestic) or 45 days (international) after the estimated delivery date. Please check with your local post office before contacting us.
Order Cancellations Orders enter production shortly after placement. Contact us immediately at support@genreum.com if you need to cancel — we cannot guarantee cancellation once production has begun.
European Union — 14-Day Cooling-Off Period If merchandise is shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification, unless the goods are personalised or made to your specifications under Article 16(c) of EU Directive 2011/83/EU.
As all Genreum products are printed on demand to individual specifications, they may be exempt from this right. If you have questions about your rights, please consult your local consumer protection authority or contact us at support@genreum.com.
To exercise your withdrawal right, use the withdrawal function on your account or order status page. You will receive an email confirmation upon submission. (EU Directive 2023/2673, effective 19 June 2026.)
Refunds If your refund is approved, you'll be automatically refunded to your original payment method within 5–10 business days. Please allow additional time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since your refund was approved, please contact us at support@genreum.com.