Refund policy
Return and Refund Policy
Last updated: 23/04/2026
At GeniusCrafted by FamilyGenius, a brand of GeniusTree Brands S.L., we want your shopping experience to be clear, secure, and satisfactory. This Return and Refund Policy governs returns, the right of withdrawal, defective or incorrect products, and refunds for purchases made through our online store.
1. Scope of Application
This policy applies to purchases made by consumers through our website.
It does not limit or replace any rights that consumer protection laws may grant the customer on a mandatory basis in their country of residence, particularly the rights of withdrawal and statutory warranty applicable in Spain and the European Union.
2. Right of Withdrawal
If you purchase as a consumer through our online store, you have the right to withdraw from your purchase within 14 calendar days without giving any reason.
In the case of goods, the withdrawal period begins on the day you receive the product. If the last day of the period falls on a non-working day, the period will be extended until the next working day.
To exercise this right, you must inform us of your decision in an unequivocal written statement addressed to:
GeniusTree Brands S.L.
Ronda de les Pollancredes, 17 - 08570 - Barcelona, Spain
contact@geniustreebrands.com
3. Conditions for Returns Due to Withdrawal
To exercise the right of withdrawal, the customer must return the product without undue delay and, in any case, within the applicable legal period from the date on which they communicated their decision to withdraw.
We recommend that the product be returned, whenever possible, with its original packaging, accessories, parts, protective elements, documentation, and any other items included in the order. However, the absence of the original packaging will not, by itself, result in the automatic rejection of the return.
The product must be returned in a condition that allows its nature, characteristics, and functioning to be checked. The customer will only be responsible for any reduction in the value of the product when such reduction results from handling other than what is necessary to establish its nature, characteristics, or functioning.
Once the product has been received, GeniusTree Brands S.L. will review its condition individually. If the product shows a loss of value resulting from use, damage, deterioration, excessive handling, or missing essential elements not attributable to transport or an original defect, we may apply a proportional reduction to the amount to be refunded.
4. Return Costs
Unless we expressly state otherwise in the specific offer, the customer will bear the direct return costs when exercising the right of withdrawal.
However, if we have not previously informed the customer that such costs are their responsibility, we will bear those costs.
In the case of defective, damaged, or incorrectly shipped products, the return costs will be borne by us.
5. Refunds
When you exercise your right of withdrawal within the applicable legal period, we will refund all payments received from you, including delivery costs corresponding to the least expensive standard delivery method offered at the time of purchase.
We will not refund any additional costs resulting from your choice of a delivery method that is more expensive than the standard delivery option offered.
The refund will be made without undue delay and, in any case, within 14 calendar days from the date on which you inform us of your decision to withdraw.
We may withhold the refund until we have received the returned goods or until you provide valid proof of shipment, whichever occurs first.
The refund will be made using the same payment method used for the original purchase, unless you expressly agree to another method and provided that this does not result in any additional cost to you.
If the returned product shows a reduction in value resulting from handling other than what is necessary to establish its nature, characteristics, or functioning, GeniusTree Brands S.L. may apply a proportional reduction to the amount to be refunded, following an individual assessment of the condition of the product received.
6. Exceptions to the Right of Withdrawal
For legal reasons, the right of withdrawal will not apply to:
Products made according to the customer’s specifications;
Clearly personalised products, for example engraved, customised, or made-to-order items;
Other cases excluded by applicable law.
7. Damaged, Defective, or Incorrect Products
If you receive a product that has been damaged during transport, is defective, or is different from the product you ordered, please contact us as soon as possible at contact@geniustreebrands.com, indicating:
Order number;
Description of the issue;
Clear photographs of the product, the packaging, and the shipping label, where applicable.
In these cases, and after verifying the issue, we will offer you the legally appropriate solution: repair, replacement, price reduction, or refund, as applicable.
The costs of returning or collecting the defective or incorrect product will be borne by us.
8. Statutory Warranty
New products sold to consumers in Spain are covered by a minimum statutory warranty of 3 years from delivery. In the EU, there is a minimum statutory warranty of 2 years, although some countries, such as Spain, provide longer periods.
If the product presents a lack of conformity, you will have the right to have it brought into conformity by repair or replacement and, where this is not possible or legally appropriate, to a price reduction or termination of the contract with a refund.
9. Return Procedure
To request a return or communicate your withdrawal, please contact us at:
Email: contact@geniustreebrands.com
Postal address: Ronda de les Pollancredes, 17 - 08570 - Barcelona, Spain
Recommended subject line: “Return / Withdrawal – Order [number]”
Once we receive your request, we will inform you of the steps to follow and, where applicable, the return address or collection procedure.
10. Cases of Non-Acceptance and Reduction in Value
We may refuse to accept a return due to withdrawal only when the right of withdrawal is not legally applicable, for example in cases excluded by current legislation, such as products made according to the customer’s specifications or clearly personalised products.
A return will not be automatically rejected due to the absence of the original packaging, because the package has been opened, or because the product is not in exactly the same condition as when it was delivered.
However, once the product has been received, GeniusTree Brands S.L. will carry out an individual assessment of its condition. If the product shows damage, improper use, excessive handling, significant deterioration, missing essential components, or any reduction in value not resulting from a simple check of its nature, characteristics, or functioning, we may apply a proportional reduction to the amount to be refunded.
We may also refuse to accept the return if the product received does not correspond to the order subject to the return request or if there are reasonable indications of fraudulent use of the withdrawal procedure.
In any case, this clause does not limit the customer’s legal rights in the event of a defective product, an error attributable to GeniusTree Brands S.L., or a lack of conformity.
11. Large or Heavy Products
If the product, due to its nature, cannot normally be returned by postal service, we may provide you with a collection solution or indicate an appropriate return method.
Where the customer must bear the return cost when exercising the right of withdrawal, they will be informed of this in advance and, where applicable, of the estimated cost when required.
12. Contact
For any questions regarding returns, refunds, or warranties, you may contact:
GeniusTree Brands S.L.
Ronda de les Pollancredes, 17 - 08570 - Barcelona, Spain
contact@geniustreebrands.com
+34 697482709
B22772974