RETURNS POLICY
Hassle-Free
Returns
We want you to be completely satisfied with your GENOSYS UK purchase. If you're not happy, we're here to help.
30-Day Window
Return unopened products within 30 days of delivery for a full refund
Quality Guarantee
If you receive a damaged or faulty product, we'll replace it or refund you immediately
Simple Process
Contact us to initiate your return and receive your prepaid shipping label
Return Conditions
Eligible Returns
Eligible Returns
How to Return Your Order
1
Contact Us
Email us at info@genosys.co.uk or call us on +44 1234 567 890 with your order number and the reason for your return.
2
Receive Authorisation
Our team will review your request and send you a Return Merchandise Authorisation (RMA) number along with a prepaid return shipping label via email.
3
Pack Your Items
Securely pack the items in their original packaging. Include your RMA number inside the package and attach the prepaid shipping label to the outside.
4
Ship Your Return
Drop off your package at your nearest Royal Mail or courier collection point. Keep your tracking number for your records.
5
Receive Your Refund
Once we receive and inspect your return, we'll process your refund within 5-7 business days. You'll receive a confirmation email once the refund has been issued to your original payment method.
Damaged or Faulty Products
If you receive a product that is damaged, defective, or not as described, please contact us immediately. We apologise for any inconvenience and will make it right.
In these cases:
Need Help?
Our customer service team is here to assist you with any questions about returns or refunds.
Email Us
Call Us
Mon-Fri, 9am-5pm GMT
Frequently Asked Questions
How long will my refund take?
Once we receive and inspect your return, refunds are processed within 5-7 business days. Depending on your bank or payment provider, it may take an additional 3-5 business days for the funds to appear in your account.
Do I have to pay for return shipping?
No, we provide a prepaid return shipping label for all eligible returns. For damaged or faulty products, we cover all return shipping costs.
Can I exchange an item instead of returning it?
We currently don't offer direct exchanges. Please return the item for a refund and place a new order for the product you'd like instead.
What if I've opened the product?
For hygiene and safety reasons, we cannot accept returns of opened or used skincare products unless the product is faulty or damaged. If you have concerns about a product's suitability, please contact us before opening it.