RETURN, EXCHANGE, AND REFUND POLICY

Last updated: July 13, 2026

Because GENOTONG photo reel viewers, custom photo reels, center labels, and related keepsakes are individually made using photographs, names, messages, and customization details provided by each customer, personalized products are generally final sale.

Please carefully review your photographs, spelling, customization details, delivery address, product color, reel quantity, and selected options before submitting your order.

14-DAY QUALITY GUARANTEE

If your personalized product arrives damaged, defective, incorrectly produced, or materially different from the customization details confirmed with GENOTONG, please contact us within 14 days of delivery.

You can contact us at:

Austin@genotong.com

Please include:

• Your full name
• Your order number
• A clear description of the problem
• Clear photographs or a short video showing the issue
• A photograph of the shipping packaging if the item was damaged during delivery

Requests submitted more than 14 days after delivery may not be eligible for replacement or exchange, except where required by applicable law.

PERSONALIZED AND CUSTOM PRODUCTS

GENOTONG personalized and custom-made products cannot be returned or exchanged because of:

• A change of mind
• Ordering the wrong color, quantity, reel quantity, or product option
• Incorrect photographs, names, dates, spelling, or instructions submitted by the customer
• Low-resolution, blurry, dark, cropped, or poor-quality customer-supplied photographs
• Minor differences in color, brightness, cropping, positioning, or appearance between a digital screen, preview image, printed photograph, and physical photographic film
• Failure to review a proof or preview that was provided before production
• Compatibility with a third-party viewer that was not purchased from GENOTONG or confirmed by us before ordering
• Delivery delays caused by the shipping carrier, customs processing, an incorrect address, severe weather, or circumstances outside our reasonable control

Once production has started, personalized orders cannot normally be cancelled, changed, or refunded.

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

Please inspect your GENOTONG order as soon as it arrives.

If we confirm that the product has a manufacturing defect, was damaged during delivery, was made incorrectly due to our error, or is materially different from the approved order details, GENOTONG may provide one of the following remedies:

• A replacement product
• A replacement photo reel
• A corrected or remade personalized item
• An exchange for the same product and customization
• Another appropriate solution agreed upon with the customer

For personalized products, GENOTONG normally provides a replacement, remake, correction, or exchange rather than a monetary refund.

Refunds are not normally available for personalized or custom-made products, except where a refund is required by applicable consumer law or where GENOTONG is unable to provide an appropriate replacement or remedy.

RETURN AUTHORIZATION

Do not return any product without first contacting GENOTONG and receiving written approval.

Items returned without prior authorization may not be accepted.

If a return is required, GENOTONG will provide the approved return address and return instructions by email. The return address may vary depending on the customer’s location and the nature of the issue.

For confirmed manufacturing defects, incorrect products, or shipping damage, we will provide appropriate return instructions and cover reasonable approved return shipping costs where required.

GENOTONG may not require the defective item to be returned if clear photographs or video evidence are sufficient to assess the issue.

EXCHANGES

Approved exchanges are limited to confirmed quality, manufacturing, shipping-damage, or order-production issues reported within 14 days of delivery.

Personalized products cannot be exchanged for a different photograph set, design, message, color, reel quantity, or product option when the original product was produced according to the information submitted or approved by the customer.

If a customer requests a new design, different photographs, or different customization after the original product has been correctly produced, a new order may be required.

PHOTO QUALITY AND CROPPING

The final appearance of a GENOTONG personalized photo reel depends heavily on the quality, orientation, dimensions, lighting, and resolution of the photographs submitted by the customer.

Some photographs may require cropping, resizing, repositioning, image adjustment, or the addition of small borders to fit the reel format and preserve important faces or subjects.

Minor variations of this nature are a normal part of the customization and photographic film production process and are not considered product defects.

REAL PHOTOGRAPHIC FILM PRODUCTION

GENOTONG custom photo reels are produced using real photographic film.

The production process may include:

• Photo arrangement and image adjustment
• Photographic exposure
• Film developing and processing
• Cleaning and drying
• Reel assembly
• Viewer compatibility testing
• Final quality inspection

Because each custom reel is individually produced, slight variations in brightness, color, contrast, positioning, or cropping may occur. These minor variations are a normal characteristic of personalized photographic film production and are not considered defects.

ORDER CHANGES AND CANCELLATIONS

Please contact GENOTONG immediately if you need to change or cancel an order.

We will try to assist when possible, but we cannot guarantee changes or cancellations once photo processing, design work, photographic film production, developing, printing, assembly, or other personalized production has begun.

Orders that have already entered production are final sale and are not eligible for cancellation or refund, except where required by applicable law.

DELIVERY ISSUES

Customers are responsible for providing a complete and accurate delivery address.

GENOTONG is not responsible for delivery failures, delays, or additional costs caused by:

• An incorrect or incomplete address
• An incorrect postal code
• A missing apartment or unit number
• An unclaimed package
• A refused delivery
• Failure to pay applicable import duties or taxes
• The customer moving after placing the order
• Delays caused by customs or the shipping carrier
• Severe weather, public holidays, or other circumstances outside our reasonable control

If a package is returned to GENOTONG because of an incorrect address, refused delivery, or failure to collect it, the customer may be responsible for any applicable reshipping costs.

If tracking shows that a package was delivered but it cannot be located, please contact the shipping carrier and email GENOTONG as soon as possible so that we can assist with the available investigation process.

EUROPEAN UNION CUSTOMERS

The standard European Union 14-day cooling-off right does not generally apply to goods made to the customer’s specifications or clearly personalized goods.

GENOTONG personalized photo reels, custom center labels, personalized viewers, and similar custom-made products are produced using customer-selected photographs, names, messages, and designs. They are therefore normally not eligible for change-of-mind cancellation or return.

This does not affect any mandatory rights relating to products that are defective, damaged, incorrectly supplied, or otherwise not in conformity with applicable consumer law.

REFUNDS

GENOTONG does not normally provide monetary refunds for personalized or custom-made products.

When an eligible quality issue is confirmed, our standard remedy is a replacement, remake, correction, or exchange.

Where a refund is required by applicable law or expressly approved by GENOTONG, it will be issued to the original payment method.

After a refund has been processed, the customer’s bank, card issuer, PayPal, Shopify Payments, or other payment provider may require additional processing time before the funds appear in the customer’s account.

SALE ITEMS AND GIFT CARDS

Personalized sale items remain subject to the same personalized-product conditions described in this policy.

Gift cards are non-refundable and cannot be exchanged for cash, except where required by applicable law.

CONTACT GENOTONG

For questions about returns, exchanges, damaged products, or order issues, please contact:

Customer Service Email:
Austin@genotong.com

Legal Company Name:
GENOTONG GROUP CO., LTD.

English Company Name:
Genotong Group Co., Ltd.

Brand Name:
GENOTONG

Registered Address:
Unit 15, R/F, Kam Teem Industrial Building
135 Connaught Road West
Central and Western District
Hong Kong Island, Hong Kong SAR