Refund policy

Return Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, click here.

Unless otherwise noted, it is the responsibility of the buyer to purchase the return shipping label. Items that are returned without approval are not eligible for a refund.

You can always contact us for any return question at info@generationalsales.com


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@generationalsales.com

 

Package Protection

How Does It Work

Normally, if a package is lost or damaged during transit, we will issue a claim with the carrier on your behalf and wait for the results of the claim investigation before issuing a refund or re-shipping the order - and in the case of damaged items, usually the carrier will require in person visual proof of damage.


By selecting Package Protection at checkout, we are able to handle claims faster. You simply submit a claim on our claims portal and, upon review, we will get your refund or replacement taken care of. We can also offer and/or may require signature upon delivery for our items. If you would like your order to require signature upon delivery, please let us know.


When Is A Shipment Deemed 'Lost'?

We follow the same guidelines that the carriers use for defining a lost shipment:


  • Carrier status states "delivered’", but you have not received it. Please reach out to us and/or the carrier to submit a Missing Mail Search. This will allow the carrier to investigate and search for your package. The package is usually considered lost after 2 weeks of missing.
  • If your carrier status is not "delivered" and your tracking has not updated for 2 weeks from the ship date.


Shipping carriers may classify these situations as a ‘delay’ if there is a high number of shipments in their network, and they are aware of delays. As long as there are no known carrier delays, we will offer a refund or replacement right away.


What Is Considered 'Damaged'?

  • Items arrive damaged in transit - interior contents have been bent, broken etc. The shipping container shows signs of damage and mishandling.
  • Some of your order is missing due to the shipping container breaking open during transit.


What Is Not Covered Package Protection?

  • Missing parcels or redelivery fees due to invalid / incorrect address information provided by you when you placed the order
  • Delays in transit (as defined by the carrier)
  • Orders that have not shipped yet
  • Items worth more than $1,000. The majority of carriers will only allow a maximum of $1,000 to be covered per package.
  • International orders stuck in customs - we are not held responsible for customs delays. Please get in touch with your carrier and pay required customs fees. If you refuse customs payments, we are not liable for any return to sender fees and these will be deducted from any refund that may be due.
  • Items that are returned to us for a refund or exchange through our returns & exchanges portal.
  • If you requested items to be left at a location other than the address you supplied with your order and they go missing - this waives the right to any claim as per carrier terms and conditions.
  • Orders that were returned to sender because the buyer didn’t pick them up from the carrier. (Packages that didn’t have a safe place to be left at the buyers home or facility; packages requiring a signature that were never signed for, etc.)


How To Submit a Claim

  • If you purchased Package Protection at checkout and your order is lost or damaged please submit a claim using our Package Protection claims, Returns and Exchanges portal.


Our Policy For Handling Unprotected Shipments

If you do not elect to purchase Package Protection at checkout and your shipment is lost or damaged during transit - we will diligently follow the claims policy of your selected carrier to either locate the shipment or deem it as lost. This process can take up to 4-8 weeks, may require additional documentation from you and is at the discretion of the carrier.


If your shipment has GPS location or photographic evidence from the carrier that it has been delivered to the address on your order, is with a neighbor or at any other secure location and in good condition; we are not responsible for a refund or replacement.