Refund policy
Return & Refund Policy
At Icons Genesis, every icon is individually handcrafted in our workshop in Greece using traditional techniques and carefully selected materials. Many of our products are made specifically after an order is placed and, in many cases, can also be customized according to the customer's preferences.
Returns & Right of Withdrawal
Under European Union consumer legislation, customers generally have the right to withdraw from an online purchase within 14 days.
However, Article 16(c) of Directive 2011/83/EU provides an exception for goods that are made to the consumer's specifications or are clearly personalized. As many of our handcrafted icons are produced specifically for each customer, this exception applies to a significant part of our collection.
Our Commitment
At Icons Genesis, we believe that exceptional craftsmanship should always be accompanied by exceptional customer service. For this reason, although many of our handcrafted products fall within the legal exception of Article 16(c) of Directive 2011/83/EU, we review every request individually and always strive to provide a fair, reasonable, and customer-focused solution.
Damaged or Defective Items
If your order arrives damaged or defective, please contact us within 7 days of delivery.
Please include:
- Your order number.
- Clear photographs of the item.
- Photographs of the shipping packaging.
After reviewing the information, we will offer the most appropriate solution, which may include a replacement, repair, or refund.
Order Cancellations
Orders may be cancelled within 24 hours after purchase.
Once production has begun, cancellation may no longer be possible because every icon is individually handcrafted.
Custom Orders
Personalized and custom-made items cannot be returned or refunded unless they arrive damaged or defective.
Contact Us
If you have any questions before placing your order, please don't hesitate to contact us.
We are always happy to assist you.