Delivery, cancellations & refunds

Your price and production confirmation

Where ordering is available, you review your total and payment terms before paying. Production and delivery details are confirmed after payment and before making begins. Some designs require review before payment is available.

If we cannot fulfill your design at the price you paid, you can receive a full refund or choose an alternative you approve. We do not make unapproved substitutions or automatically charge more.

Delivery

Custom designs have different production requirements. We confirm the delivery window with your production plan, and your order page records confirmed progress and shipping updates. An initial image or quote is not a guaranteed arrival date.

Cancellation and refund requests

Before production, use the cancellation and refund option on your order page when available, or email support@genabra.com. Submitting a cancellation request through your order page places the order on hold for review; it does not mean a refund has already been completed.

We record the refund status on your order when payment processing confirms it. The time until the funds appear depends on your payment provider. If production has started, contact us to discuss what is possible under your accepted order terms and applicable rights.

An issue with your delivery or item

Contact support@genabra.com with your order reference, a description of the problem and relevant photos. We’ll review the issue against your agreed design and order details to determine the appropriate next step.

This information does not replace the terms you accepted for an existing order or limit your applicable consumer rights.