Return Policy

Thank you for choosing Geneora products. We are committed to providing our users with quality bed linen three-piece sets and hope that every customer enjoys a satisfying experience. As bedding is a type of intimate home fabric that comes into direct contact with the skin, involving personal hygiene and usage safety, we have established the following return policy to clearly define the applicable conditions, procedures, and respective responsibilities regarding returns and exchanges, thereby protecting the legitimate rights and interests of both our customers and the brand.

This website, Geneora (www.geneora.com), is operated by HONGKONG KATE LIMITED. All after-sales matters for products purchased through this website are uniformly accepted and handled by HONGKONG KATE LIMITED in accordance with this return policy.

I. Conditions for Returns and Exchanges

We understand that you may wish to return or exchange your purchased products for various reasons. However, the following conditions must be met simultaneously before a return or exchange request can be accepted:

1. Application Deadline: You must submit your return or exchange request within 7 calendar days of product receipt (based on the carrier's tracking confirmation). Requests submitted after this period will not be accepted.

2. Product Condition: The product(s) requested for return or exchange must remain new, unused, unwashed, unopened, unstained, undeformed, and free of any odors, with all original packaging, tags, hang tags, care instructions, and inner/outer packaging bags complete and intact. As bedding three-piece sets are intimate fabric products, once the packaging has been opened and the product has been used or washed, returns will not be accepted for hygiene and safety reasons. Any condition that affects resale—including but not limited to unusual odors, visible creasing, staining, pilling, or artificially caused stretching—will result in rejection.

3. Non-Customized Products: This return policy applies only to standard-sized and standard-colored products regularly available on the website. Geneora bed linen three-piece sets are manufactured in standardized batches and do not currently offer personalized customization services, and therefore no special return rules apply to customized items.

4. Non-Quality-Related Returns/Exchanges: If the return or exchange is requested for personal preference reasons—such as style preference, perceived color variation, measurement errors, or incompatibility with home décor—the customer is responsible for the return shipping costs. We recommend carefully reviewing the size descriptions, fabric composition, and color swatch references prior to purchase to minimize unnecessary return procedures.

5. Quality-Related Returns/Exchanges: If the product has a clear manufacturing defect (e.g., fabric weaving flaws, holes, severe color blotching, seam thread loosening, zipper damage, or significant size deviation), please submit a quality issue description along with clear photographs (showing the defective area and the overall product condition) via email within 3 business days of receipt. After verification, we will process the return or exchange, with shipping costs borne by the brand.

6. Shipping Damage: If the product is damaged or soiled during transit due to packaging breakage, please inspect the package immediately upon delivery, retain photos of the outer packaging and shipping label, and notify us via email on the day of receipt. Failure to report promptly or to provide valid documentation may affect the processing of your claim.

II. Non-Returnable Circumstances

To maintain transaction fairness and hygiene safety, returns or exchanges will not be accepted under the following circumstances:

• The product has been used, washed, ironed, or otherwise altered in any way;

• Product tags, hang tags, or original packaging have been removed or damaged;

• The product has been damaged due to improper use, including abrasion, tearing, staining, snagging, or shrinkage;

• The return or exchange request is submitted beyond the deadlines specified above;

• Discrepancies in color due to differences in camera equipment or screen displays (color variation is considered normal and is not an acceptable reason for return);

• Products returned due to incorrect or unclaimed delivery addresses provided by the customer—reshipment costs are borne by the customer, and such orders no longer qualify for return or exchange;

• The product has been unsealed and is not due to quality issues (bedding is an intimate fabric product; once unsealed, it cannot be resold).

III. Return Procedure

To ensure that your return or exchange request is processed efficiently, please follow the steps below in strict order:

Step 1: Submit a Return/Exchange Request

Please send your return or exchange request via email to customer@geneora.com. Your email must include the following information:

• Order number (if available);

• Purchaser's name and contact phone number;

• Product name, size specification, and quantity to be returned or exchanged;

• Reason for return/exchange (please provide a detailed explanation; for quality issues, attach clear photos showing the defective area);

• Your preferred resolution (return for refund or exchange).

Step 2: Obtain Return Authorization

HONGKONG KATE LIMITED will review your application within 1 to 3 business days of receiving your email. Once approved, we will send you a Return Authorization Notification via email, which includes the return shipping address, Return Merchandise Authorization (RMA) number, and relevant instructions. Please note: Products returned without prior authorization will not be accepted, and we assume no responsibility for their safekeeping.

Step 3: Package and Ship Carefully

Place the product(s) along with all original packaging materials, tags, hang tags, and accessories into a suitable outer carton to ensure they are not compressed, dampened, or soiled during transit. We recommend using a traceable courier service for your return, and retaining the shipping receipt and tracking number for reference. Return shipping costs are borne by the party specified under the "Conditions for Returns and Exchanges" section above.

Step 4: Receipt and Quality Inspection

Upon receiving your returned product(s), HONGKONG KATE LIMITED will verify the product condition, packaging integrity, and completeness of accessories. The inspection process typically takes 2 to 5 business days. Once the inspection is complete, we will notify you of the result via email.

Step 5: Refund or Exchange Processing

• Return for Refund: If your return passes inspection, we will initiate a refund to your original payment method. The refund amount will be the actual product purchase price (excluding shipping fees already paid on the original order). You will receive an email notification once the refund has been processed. Please note that the actual time for funds to appear in your account may vary depending on your bank or payment provider's processing schedule.

• Exchange Processing: If your exchange request passes inspection, we will arrange for the replacement product to be shipped according to your request. Replacement products are typically dispatched within 3 to 7 business days of inspection approval, subject to stock availability. Exchanges are limited to the same style, color, and size; cross-category or cross-style exchanges are not permitted.

IV. Shipping Cost Responsibility

• For returns or exchanges due to product quality issues or incorrect items sent by our website, round-trip shipping costs are borne by HONGKONG KATE LIMITED. Please pay the shipping fee upfront and retain your shipping receipt; we will reimburse you for the actual shipping cost, either together with your refund or as a separate payment, as communicated via email.

• For returns or exchanges initiated for personal reasons (e.g., dislike, size mismatch, color preference, etc.), the return shipping cost is borne by the customer, and the original shipping fee paid on the order is non-refundable. Shipping costs for the replacement item after exchange are also borne by the customer.

• We cannot be held responsible for loss, damage, or delay of returned items in transit. Therefore, we strongly recommend using a traceable shipping method and purchasing appropriate insurance coverage.

V. Special Notes

• This return policy applies only to products purchased directly through this website (www.geneora.com). For products purchased through other channels, please refer to the after-sales policies of the respective purchasing platforms.

• Due to the nature of bedding fabrics and cutting processes, a reasonable tolerance of 2–4 cm between actual and stated dimensions is acceptable and is not considered a quality defect.

• Product colors may vary slightly from actual items due to lighting conditions during photography and differences in display devices; the actual product shall prevail.

• Please retain all email correspondence regarding return or exchange matters for future reference.

• This return policy is subject to change, and the latest version published on this website shall prevail without individual notice.

We understand that the return process may cause some inconvenience, and we strive to minimize your waiting time and communication effort through clear, transparent rules and efficient review procedures. Every return or exchange request email sent to customer@geneora.com is treated seriously and reviewed on a case-by-case basis, with timely communication via email. Please carefully read and confirm the terms above before shipping your return to ensure a smooth process.

Thank you for your understanding and trust in Geneora. We are always committed to providing responsible after-sales support, so that every choice you make is backed by peace of mind.