Given the nature of our products (premium health supplements), all sales are subject to the terms outlined below.
1. Right to Cancel (Consumer Contracts Regulations)
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 calendar days of receiving your goods, without giving any reason.
To exercise this right, you must inform us of your decision to cancel in writing by emailing customer@genurex.com within the 14-day cancellation period.
2. Conditions for Returns
For a refund to be issued, the following conditions must be met:
- The product must be returned within 14 days of cancellation
- The product must be unopened and in its original packaging
- The product must be in a resalable condition
- Return shipping costs are the responsibility of the customer
3. Opened or Used Products
Due to the nature of our products, we cannot accept returns on products that have been opened, tampered with, or used. Once the seal is broken, the product cannot be resold and therefore cannot be refunded.
4. Damaged or Incorrect Items
If you receive a product that is damaged during transit or is not what you ordered, please contact us within 48 hours of delivery at customer@genurex.com with your order number and photographic evidence of the damage. We will arrange a replacement or full refund, including return shipping costs.
5. Refund Processing
Once we receive and inspect the returned product, we will process your refund within 14 business days. Refunds will be issued to the original payment method used at checkout. You will receive an email confirmation once the refund has been processed.
6. Shipping Costs
Original shipping costs are non-refundable unless the return is due to our error (e.g., incorrect or damaged item). Return shipping costs for voluntary cancellations are the customer's responsibility.
7. Exceptions
We reserve the right to refuse a refund if the returned product does not meet the conditions outlined above. Items that are damaged due to improper handling or storage by the customer will not be refunded.
8. Questions
If you have any questions about our refund policy, please contact us at customer@genurex.com before placing your order.