Return & Refund Policy

At Geenow, we want you to be completely satisfied with your metal wall art. This policy is established to ensure that all product quality and order issues are resolved quickly and fairly.

1. Order Cancellation/Change Request (Within 8 hours)

Customers have 8 hours from the time the order is successfully placed to submit a request for order cancellation or change.

How to Request: Please send an email to [email protected] with a clear subject line (e.g., ORDER CANCELLATION_[Order ID]).

Any cancellation or change requests submitted after 8 hours will not be processed as the order will have been moved into the processing and packaging pipeline.

If the order is successfully cancelled within the 8-hour timeframe, you will be fully refunded to your original payment method.

2. General Conditions for Accepted Exchange, Return, and Refund

For your exchange, return, or refund request to be considered and accepted, the following conditions must be met:

  • The request must be submitted within 30 days from the date the customer received the order.
  • The product must be unused and undamaged due to customer actions.
  • The request must fall under one of the cases accepted by Geenow (Section 3.1 or 3.2).

3. Accepted Cases for Exchange, Return, and Refund

Geenow will accept the request if your order meets the General Conditions (Section 2) and falls under one of the following cases:

3.1. Refund/Replacement Product Case (Error from Geenow)

In this case, the customer does not need to return the faulty product. You may keep the product for personal use or donation, thus incurring no return shipping costs for the customer.

  • Manufacturing Defect: The product is seriously damaged due to a manufacturing defect (e.g., dented, bent, broken).
  • Product Not as Described: The product received does not match the website description regarding material, color, size, or main design.
  • Order Mismatch: The received order does not match the order placed (e.g., missing product, incorrect model ordered).
  • Lost Order: The order is lost during shipping (after confirmation by the shipping carrier).

Resolution Process (Return & Refund)

If you encounter one of the cases where the error is from Geenow, please following these steps:

Send an email to [email protected] with the following content:

  • Order ID
  • Description of the situation
  • Desired resolution (Send a replacement or refund)
  • Attach clear photos/videos describing the product/order situation to your email for us to verify the validity of the request.

After verification (usually within 1–2 business days), we will proceed with your chosen option: 

  • Send Replacement Product: If the product is in stock, we will ship a new product. Shipping costs will be borne by Geenow.
  • Refund: We will refund the full order value (including original shipping costs) to the payment method you used.

Refund Timeframe:

Geenow's processing time: Approximately 24 hours after refund confirmation.

Actual time to receive funds: Depends on the bank or payment service:

  • PayPal: 3–5 business days
  • Credit/Debit Card: 5–7 business days
3.2. Exchange Case (Customer changes mind)

We support exchanging for a different product if the customer changes their mind for personal reasons. This case DOES NOT qualify for a refund.

Send an email to [email protected]

Information Required:

  • Order ID
  • Reason for exchange
  • Product model you wish to exchange for
  • Photos/videos providing the received product is intact, unused, and undamaged due to your actions.

The customer is responsible for two-way shipping costs (cost to return the product to the ware house and cost to ship the new product). If the product you wish to exchange has a higher value than the original one, you will be responsible for paying the price difference. Conversely, if the exchanged product has a lower value than the original one, Geenow will not refund the difference in value.

4. Unaccepted Cases

We reserve the right to refuse an exchange, return, and refund request if:

  • The customer submits the request after 30 days from the date of receiving the order.
  • The product is used, installed, or damaged due to customer actions and fault.

5. Contact

For any questions regarding this policy, please email [email protected]

Business Hours: Monday – Friday, 9:00 AM – 5:30 PM (Mountain Time MST/MDT)