Refund policy

1. Overview

At Genuine RAW, we want you to be satisfied with your purchase. This policy explains the timeframes, conditions, and process for returning an item purchased from Genuine RAW (www.genuineraw.com).

By placing an order with Genuine RAW, you agree to the terms of this Return & Refund Policy.

2. Return Window

Returns are accepted for eligible unused/unopened items only, per the conditions in Section 3 and the exclusions in Section 5.

3. Condition Requirements

To be eligible for a return and refund, items must meet all the following conditions:

• Unused and unworn, with no signs of use, wear, or alteration
• In original condition, including all original manufacturer packaging, tags, hygiene seals, and liners intact and undamaged
• Accompanied by all original components, accessories, manuals, and inserts included at the time of purchase
• Returned in the original or equivalent protective outer packaging to prevent damage in transit
• Only after written return approval from Genuine RAW and with the original order number

Genuine RAW reserves the right to:

• Refuse a return or issue a partial refund if the item shows signs of use, damage, missing components, or does not meet the conditions above
• Require photos of the item's condition prior to approving a return for higher-value items
• Deny returns shipped without written approval

4. Return Shipping & Restocking Fees

• Return shipping costs are the customer's responsibility, except where the return is due to a Genuine RAW error (e.g. wrong item shipped/defective product).
• Genuine RAW does not charge a restocking fee on a standard return that meets all conditions in Section 3. Genuine RAW may charge a restocking fee of up to 20% only where an approved exception is granted for an item that is opened, incomplete, or otherwise shows reduced resale value.
• We recommend customers use a trackable shipping method. For customer-initiated returns shipped without a Genuine RAW–provided return label, Genuine RAW is not responsible for return packages that are lost or damaged in transit back to us.

5. Non-Returnable Items

The following are not eligible for return:

• Gift cards, digital products, or downloadable content
• Items marked "Final Sale" or clearance at time of purchase
• Personalized, custom, signed, or made-to-order items
• Opened or used smoking accessories and other products intended for mouth contact, including but not limited to pipes and tips
• Magazines, periodicals, or other publications
• Sealed or collectible items where the required packaging has been opened or removed

6. Return Request

• Submit a request within thirty (30) days of delivery to info@genuineraw.com, including your Shopify order number and reason for return. Requests sent to any other email may delay return timeline.
• Receive approval: Genuine RAW will review the request and, if approved, provide written approval via email along with return shipping instructions.
• Ship the item back within fourteen (14) days of receiving written approval, in original condition, with your Shopify order number referenced on or in the package.
• Inspection: Once received, Genuine RAW will inspect the item to confirm it meets the conditions in Section 3 before approving or denying the refund.
• Refund or denial: If approved, a refund is issued per Section 7. If denied, Genuine RAW will notify the customer with the reason.

7. Refunds

• Approved refunds are issued to the original payment method only.
• Refunds are processed within five (5) business days of Genuine RAW receiving, inspecting, and approving the returned item.
• Once processed, the refunded amount may take additional time to appear in the customer's account, depending on their bank or payment provider's posting timeframe.
• Original shipping charges are non-refundable, except where the return is due to Genuine RAW's error.
• If a refund is issued, any applicable restocking fee or return shipping cost may be deducted from the refund amount.
• Customers will receive an email confirmation once a refund has been processed.

8. Exchanges

If an item becomes unavailable after purchase, Genuine RAW will offer the customer the choice of a full refund or a replacement item of equal or lesser value. Any substitution requires the customer's written approval before fulfillment.

Exchanges (after fulfillment) for a different size or color are available within the same thirty (30) day return window, subject to product availability. Shipping costs both to and from Genuine RAW are the customer's responsibility. To request an exchange, follow the return process in Section 6.

9. Damaged, Defective, Incorrect, or Missing Items

If an item arrives damaged, defective, different from what was ordered, or is missing from your order, see our Shipping Policy, for reporting requirements, documentation, and the resolution process. This exception applies regardless of the standard return window outlined in Section 2.

10. Order Changes & Cancellations

Address changes, item changes for items of equal or lesser value, and order cancellations may be requested before an order has been fulfilled by contacting info@genuineraw.com. An order is considered fulfilled once its contents have been verified, packed, labeled, and are ready for shipment. Once an order has been fulfilled or tendered to the carrier, changes or cancellations may no longer be possible. Any changes requested after this point are subject to this Return & Refund Policy.

11. Right to Refuse Returns

Genuine RAW reserves the right to refuse a return, refund, or exchange, or to place limits on future purchases, in cases of suspected abuse of this policy, including but not limited to a pattern of excessive returns, use of items before return, or return of counterfeit/substituted merchandise.

12. Holiday or Promotional Extensions

Any extended return window offered during a specific promotional period (e.g., a holiday season) is a limited-time exception and does not alter the standard policy described above unless explicitly stated in writing at the time of the promotion.

13. Contact Us

Questions about this policy or an existing return can be directed to: