Refund & Return Policy

At Subtle Genie, we are committed to ensuring that our customers are completely satisfied with every purchase. Our handcrafted Ceramic Bowls, Plates, Spoons, and Drinkware are made with care and attention to detail. However, if you are not fully satisfied with your order, we offer a simple and transparent return and refund process.

This Refund & Return Policy outlines how returns, exchanges, and refunds are handled when you shop with us at https://subtlegenie.com.

1. Eligibility for Returns

We accept returns for both defective and non-defective products within 30 days of delivery. To be eligible for a return, your item must:

  • Be new, unused, and in its original condition.
  • Include all original packaging, labels, and materials.
  • Be returned within the 30-day window from the delivery date.

If your item arrives damaged or defective, please contact us immediately for assistance.

2. Return Process

To initiate a return, please follow these steps:

  1. Contact Us: Email support@subtlegenie.com with your order number, product details, and reason for the return.
  2. Approval: Our customer support team will review your request and provide a return authorization along with mailing instructions.
  3. Ship the Item: Return the item by mail to the address provided by our support team. Please ensure that the product is securely packaged to prevent damage during transit.

Return Method: By mail only.
Return Shipping Costs: Customers are responsible for return shipping unless the product arrived defective or damaged.

3. Refund Policy

Once your returned item is received and inspected, we will notify you via email regarding the approval or rejection of your refund.

  • Approved Refunds: If approved, your refund will be processed and credited to your original payment method within 5 business days.
  • Refund Method: The refund will appear on your original payment method (Shop Pay, Visa, Mastercard, American Express, Diners Club, Discover, Apple Pay, Google Pay, or PayPal Wallet).
  • Restocking Fees: There are no restocking fees.

Please note that refunds may take additional time depending on your bank or credit card issuer’s processing time.

4. Exchanges

We gladly accept exchanges for both defective and non-defective products.
If you received a defective or damaged item, we will replace it at no additional cost. For non-defective exchanges, customers are responsible for return shipping costs.

To request an exchange, please contact our support team within 30 days of receiving your order.

5. Damaged or Defective Products

If your product arrives damaged or defective, please notify us within 48 hours of delivery.
Provide clear photos of the damaged item and packaging, and our team will promptly arrange for a replacement or a full refund.

We will cover all shipping costs associated with defective or damaged product returns.

6. Non-Returnable Items

Due to hygiene and safety reasons, the following items cannot be returned:

  • Products used or altered after delivery.
  • Custom-made or personalized ceramic items (unless defective).
  • Items not purchased directly from Subtle Genie.

7. Shipping Costs for Returns

  • Customer Responsibility: For non-defective returns, customers are responsible for return shipping costs.
  • Defective or Damaged Items: Subtle Genie will cover all return shipping expenses if the item arrived damaged or defective.
  • Shipping Method: We recommend using a trackable shipping service for all returns to ensure safe delivery.

8. Order Processing and Delivery Overview

To provide full transparency in our fulfillment process:

  • Order Cut-off Time: 5:00 PM (GMT-05:00) Eastern Standard Time (New York)
  • Handling Time: 1–2 business days (Mon–Fri)
  • Transit Time: 3–5 business days (Mon–Fri)
  • Estimated Total Delivery Time: 4–7 business days depending on destination

Shipping is free on all orders.

9. Late or Missing Refunds

If you haven’t received your refund after the processing period, please:

  1. Check your bank or credit card account again.
  2. Contact your payment provider, as processing times can vary.
  3. If you have completed the above steps and still haven’t received your refund, reach out to us at support@subtlegenie.com for assistance.

10. Contact Us

For any questions regarding returns, exchanges, or refunds, please contact us at:

Subtle Genie
Email: support@subtlegenie.com
Phone: +1 832-604-1495
Address: 9550 Ella Lee Ln #1412, Houston, TX 77063, USA

Our support team is available to assist you with any concerns and ensure that your experience with Subtle Genie is pleasant and hassle-free.