Refund policy
Our 60-Day Fit Guarantee
A brace only works if it fits. Wear yours consistently for a couple of weeks, and if it isn't right, we'll fix it.
You have 60 days from delivery. Most fit problems we solve without you shipping anything back to us.
Not fitting right? Start here — you probably don't need to return anything.
Email cs@fitgeno.com with your order number and a photo of the size tag, and tell us what's wrong (too loose, too tight, straps digging in, rides up). We'll come back within one business day with the best fix for your specific brace and size. Depending on the issue, that's usually one of:
1. An adjustment that costs you nothing.
A lot of what feels like the wrong size is a strap-routing or layering issue. We'll send you the fitting guide for your exact model — where the shoulder straps should cross, which strap to tighten first, whether to wear it over a shirt. This fixes more cases than you'd expect.
2. Keep your brace and take a partial refund.
If it's wearable but not perfect, we can refund part of what you paid and you keep the brace. Nothing to pack, nothing to ship, money back in a few business days.
3. Keep your brace and add the right size for a flat $9.95.
If you need a different size, we'll ship it for a flat $9.95 — and you keep the one you already have. No return label, no waiting for us to receive anything first. Your replacement ships within one business day.
Which options apply depends on the product and what's going on, so tell us the problem and we'll tell you what we can do.
Ordered the wrong size and it hasn't shipped yet?
Email cs@fitgeno.com within 24 hours of ordering and we'll change the size free — nothing to return, no fee, no delay. Once a shipping label has been created we can't change it, so the sooner you tell us the better.
Want a full refund instead?
Within 60 days of delivery, email cs@fitgeno.com and we'll send you a prepaid return label.
- Store credit — free return label. You get the full order value plus a $5 bonus credit.
- Refund to your original payment method — full order value minus a $6.95 return label fee.
About store credit: there's no code to keep track of. We add it straight to your account, and it's applied automatically when you sign in at checkout — just your email and a 6-digit code, no password to create or remember. It never expires. Store credit covers the merchandise you paid for; original shipping charges aren't credited.
Refund timing: once your return reaches our warehouse we inspect and process it within 3 business days. Refunds reach your original payment method in 5–10 business days depending on your bank.
Returns must be shipped within 7 days of us issuing your label and must include everything from the original order. Late or incomplete returns may be declined.
Days 61–90
Store credit only, and you cover the return label. Email us and we'll walk you through it.
After 90 days
Change-of-mind returns are closed. Your warranty is not — see below.
Damaged, defective, or wrong item
Email cs@fitgeno.com within 30 days of delivery with a photo of the problem and your order number. We'll ship a replacement free, and you don't need to send anything back.
6-Month Workmanship Warranty
Every Fit Geno brace is covered for 6 months from delivery against defects in workmanship: failed stitching, velcro that stops gripping, broken hinges, snapped support stays.
If something fails in normal use, email cs@fitgeno.com with a photo and your order number and we'll replace it free — no return shipment needed.
Not covered: normal wear on velcro and elastic over time, machine-washing or dryer damage, cuts and tears from misuse, normal fading.
What we can't accept
- Items marked down 40% or more — final sale
- Items altered, modified, or damaged through misuse
- Orders shipped to Alaska, Hawaii, Puerto Rico, U.S. territories, or APO/FPO — final sale for size and change-of-mind returns. Defect and warranty claims are still fully covered, and the fit options above still apply.
- Free gifts and digital guides — no cash value
Opened is fine. You can't tell whether a brace fits without wearing it, so a worn brace is still covered by this policy.
How to send something back
Please don't ship anything back on your own. Email cs@fitgeno.com first and we'll email you a prepaid return label with the correct return address already on it. Returns sent without a label we issued may not be credited.
Keep your proof of postage. We're not able to credit return packages that are lost in transit without it.
Order changes and cancellations
We process orders quickly, so the window is short. Email cs@fitgeno.com as soon as possible — if your order hasn't shipped yet we can usually change the size, change the address, or cancel it. Once a shipping label has been created we can't make changes.
Refused and undeliverable packages
Please double-check your shipping address at checkout. Complete and correct street numbers, apartment or unit numbers, and route information are what get your package delivered.
If a package is refused or comes back to us as undeliverable, we'll refund the merchandise value minus original shipping costs, or reship it once you cover a new shipping label. We don't provide prepaid labels in these cases.
We're not able to take responsibility for shipments that are lost or misdelivered because the address provided at checkout was incorrect or incomplete.
Fair use
This policy is built for people genuinely trying to find the right fit, and it stays generous on that basis. We reserve the right to limit or decline returns, fit adjustments, partial refunds, and free replacements where we see an irregular return history, resale activity, or other misuse.
Questions
Email cs@fitgeno.com — we reply within one business day.