Refund and Returns Policy

This policy applies to consumer purchases from GENOSYS UK.

Changed your mind? Let us know within 14 days

You have 14 days after the day your order is delivered to tell us that you wish to cancel. Email info@genosys.co.uk with your order number and the items you wish to return. You then have a further 14 days from telling us to send the goods back.

Please handle products carefully and return them with their original packaging where possible. We may reduce your refund if handling beyond what is necessary to establish the nature, characteristics and functioning of the goods has reduced their value.

Sealed skincare and hygiene products

The right to cancel does not apply to sealed goods that are unsuitable for return for health protection or hygiene reasons once their seal has been broken after delivery. This does not affect your rights if a product is faulty, damaged or not as described.

How to return your order

Contact us at info@genosys.co.uk for return instructions and the correct returns address. Include your order number or other proof of purchase. Pack your items securely and keep proof of postage; we recommend a tracked service.

You are responsible for the return postage for change-of-mind returns. If we supplied a faulty or incorrect item, we will provide a prepaid return label and cover the return costs.

Refunds

For a cancellation, we will refund you within 14 days of receiving the returned goods or evidence that you have sent them back, whichever is earlier. Refunds are made to your original payment method, without a refund fee.

If you cancel your entire order, we will also refund the cost of our standard delivery option. Any extra amount paid for an upgraded delivery service is not refundable.

Faulty, damaged or incorrect items

If an item arrives damaged, is faulty or is not as described, please email us with your order number and details of the problem. Photos, where possible, can help us resolve the issue. We will arrange the appropriate refund, repair or replacement in accordance with your statutory rights and cover reasonable return costs.

The change-of-mind time limits and hygiene exclusions above do not limit your statutory rights for faulty or misdescribed goods.

Orders placed under our previous policy

If your order was placed while our previous 30-day returns policy applied, we will honour that policy for your order.