Return & Refund Policy
Last updated: 14th April 2026
At Genes Lecoanet Hemant, your satisfaction is important to us. If you are not completely happy with your purchase, we will do our best to make it right. This Return & Refund Policy applies to all orders placed on www.geneslecoanethemant.ae and must be read alongside our Terms & Conditions.
1.1 Return Window
You may return or exchange any eligible product within 7 days from the date of delivery. The 7-day window begins on the date the order is marked "Delivered" by our courier partner.
1.2 Eligibility for Return
To be eligible for a return or exchange, the item must be:
• Unused, unworn, and unwashed
• In its original condition with all tags and labels intact
• In its original packaging
• Accompanied by the original invoice or order number
Items that show signs of wear, alteration, washing, stains, perfume, or damage caused after delivery will not be accepted.
1.3 Non-Returnable Items
For hygiene and quality reasons, the following items are not eligible for return or exchange:
• Innerwear and intimate apparel
• Items marked as "Final Sale" at the time of purchase
• Custom-made, altered, or personalised products
• Gift cards and e-vouchers
• Items returned without original tags, packaging, or invoice
1.4 How to Initiate a Return or Exchange
You can initiate a return or exchange in any of the following ways:
• Through the Return Prime portal linked in the Website header under "Return/Exchange"
• By emailing sales@geneslecoanethemant.ae with your order number, item details, and reason for return
• By WhatsApp on +971 52 259 8175
Once your request is received, our team will respond within 5 minutes during support hours (8:00 AM – 6:00 PM UAE time, Monday to Saturday). A return pickup will be scheduled at a convenient time and address.
1.5 Return Shipping
Return shipping within the UAE is arranged and paid for by Genes Lecoanet Hemant. Our courier partner, Aramex, will collect the item from your registered delivery address. You do not need to arrange the courier yourself.
For exchanges, the replacement item will also be shipped to you free of charge.
1.6 Inspection and Approval
Once your returned item reaches our warehouse, our quality team will inspect it within 1 business day. You will receive an email or WhatsApp message confirming whether your return has been approved.
If the returned item does not meet the eligibility conditions listed in Section 2.2, it will be shipped back to you, and no refund or exchange will be issued.
1.7 Refund Process
Once your return is approved, we will process your refund within 1–2 business days. Refunds are issued through the following methods:
• Original payment method (preferred): credit/debit card, digital wallet, Tabby, Tamara
• Store credit (if you prefer, for faster use on future orders)
• Bank transfer (used for Cash on Delivery orders — bank account details will be collected)
Depending on your bank and payment method, refunds may take up to 5 business days to reflect in your account after they have been processed on our side.
1.8 Deductions and Charges
We do not charge any restocking fee, return pickup fee, or payment gateway fee for returns. The full product price will be refunded, subject to the conditions below.
Please note:
• Original shipping charges (if paid at checkout) are not refundable, unless the return is due to our error or a defective product.
• Return shipping is free and will not be deducted from your refund.
1.9 Damaged, Defective or Wrong Item Received
If you receive an item that is damaged, defective, or different from what you ordered, please contact us within 48 hours of delivery with clear photos of the item and the packaging. In such cases:
• We will arrange a free pickup and a free replacement, subject to stock availability.
• If a replacement is not available, we will issue a full refund, including the original shipping charges.
• You do not bear any cost in this process.
1.10 Exchanges
We offer exchanges for a different size, colour, or product, subject to availability. The exchange window is the same as the return window (7 days from delivery). If the requested exchange item is out of stock, we will contact you to either:
• Select an alternative product of equal or higher value (you pay the difference, if any)
• Convert the exchange into a full refund
Shipping for exchanges is arranged and paid for by Genes Lecoanet Hemant.
1.11 Orders Lost in Transit
If your order is marked as lost in transit by our courier partner, we will fully refund the order amount (including shipping) or ship a replacement at no additional cost, based on your preference and stock availability.
1.12 Order Cancellation
You may cancel an order any time before it is dispatched from our warehouse. Once dispatched, orders cannot be cancelled, but may be returned under this Policy once delivered.
To request a cancellation, contact us via:
• Email: sales@geneslecoanethemant.ae
• WhatsApp / Phone: +971 52 259 8175
• Website chat
Refunds for cancelled orders are processed within 1 business day of cancellation and may take up to 5 business days to reflect in your account, depending on your bank.
1.13 Cancellation by Us
We may cancel an order under the following circumstances:
• The product is out of stock
• There is an error in the product price or description
• The order fails fraud or verification checks
• The delivery address is outside our serviceable area
In such cases, we will notify you and issue a full refund to your original payment method.
1.14 Contact Us
For all return, refund, exchange, or cancellation queries:
• Email: sales@geneslecoanethemant.ae
• WhatsApp / Phone: +971 52 259 8175
• Support hours: 8:00 AM – 6:00 PM, UAE time, Monday to Saturday
