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Returns & Exchanges


Returns will be honored up to 14 days from when you receive your products. Once your return request is processed, a return label and form will be sent to you, which must be attached to the return package. Please note that the return costs will be deducted from the amount we will refund.

Contact us at to register your return.

To be eligible for a refund, the following rules apply:

  • Your return has been registered.
  • Products must be unworn and have the original labels.
  • Shoes are still in the original and undamaged shoe box. Make sure to put a bag or box around the shoebox to protect it.
  • Returns must be accompanied by the fully completed Return Form.
  • Return costs are not reimbursed.

If the received products do not meet these requirements, they will not be accepted and will be returned to you.

Shipping fees are not refundable. The balance will be refunded to your account within 10 business days of the reception of the item at the GENAIO HQ. All returns must be authorized by us prior to the return. Returns should be shipped with a service providing a tracking number and insurance as we are not responsible for delayed or lost packages. Items marked sale cannot be returned. Please use and fill in a return form and include it with your shipment.


Please contact us for returns and refunds on the email: and sent your returns to this address:


Treubstraat 1

2288 EG Rijswijk

The Netherlands


MODEL withdrawal form

If you would like to withdraw from your purchase and return it to Genaio, you can do so by completing below form and include this form as an attachment in the return package.

Please note that the return form will be sent as an attachment from once you have registered your return.



Registered Address:

Treubstraat 1,

2288 EG Rijswijk

The Netherlands

Email address:


I hereby give notice that I withdraw from the Agreement of the following product:



Product number:


Order number:



My contact details are: