Returns

 CANCELLATION AND RETURNS

This Cancellation and Returns policy will apply when you purchase any GENEU skincare product, any GENEU DNA Test kits and any other GENEU-related products (Products) that are sold in-store, over the telephone or through our website, www.geneu.com (Website) and should be read together with the GENEU terms and conditions of supply (Terms). In the event of any inconsistency between the terms of this Cancellation and Returns policy and the Terms, the Terms will prevail. This Cancellation and Returns policy also applies to individual Products that have been purchased and excludes any complimentary products that have been provided to you by GENEU – for example, any complimentary products that have been included as part of the GENEU in-store or At-home DNA & Lifestyle Test.

Please remember that until the Products are returned to us, you are obliged to exercise all reasonable care to store the relevant Products safely and in appropriate conditions.

Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office. Your statutory rights remain unaffected.

 

GENEU PRODUCTS PURCHASED IN-STORE

Can I return my GENEU Product?

If you have purchased the Products from our GENEU store, you have 14 days from the date of purchase to return the Products to us provided that the seal on the Product is still intact and the Product has not been used

How do I return my GENEU Product?

You can return Product to us either by returning it to store or by post.

Please ensure that you keep the box and the original packaging materials as well as the original receipt when returning your Products. We cannot issue you with a refund in accordance with this policy if you return Products that have been used, where the tamper-evident seal has been broken or opened beyond what is required for you to inspect the Products.

If you are returning the Products by post, to ensure prompt resolution, please ensure that you provide us with the order number and keep the box and the original packaging materials. For international and UK returns, the cost of return postage and organisation of the collection by the courier are the customer’s responsibilities. Unless the Products are damaged, proven to be faulty, or not as described, GENEU does not pay for the return postage. Please ensure you obtain a proof of postage when you return the Products to us in order to provide proof to us that you have returned the Products, in the unlikely event that we do not receive the returned Products. Please return any Products to the above address. You will receive an email confirmation that your Products have been received by our client services team. Alternatively, you can return the Products to our store in person, which will be free.

Processing the refund

In the case of Products purchased in-store, we will process the calculated refund within 14 days of receiving the Products returned to us in accordance with this policy. You will receive email notification of your refund from our client services team.

 

GENEU PRODUCTS PURCHASED FROM OUR WEBSITE OR OVER THE TELEPHONE

Can I return my GENEU Product?

If you are an EU customer and you have purchased the Products either from our Website or over the telephone, you will be entitled to cancel the contract and return the Products to us provided that the seal on the Product is still intact and the Product has not been used. 

Can I cancel the testing of my DNA sample taken from an At-home Test kit?

You have the right to cancel testing services within 14 days of the date we confirmed your order (by issuing you with an order confirmation).  Please note that if you have returned your DNA swab to us, and you have asked us to start the testing services during that 14 day period  any refund you are entitled to will be reduced by an amount in proportion to the testing we have performed up to the time you communicated your cancellation to us.  This means that if we have completed the testing by time we receive your notice to cancel you will not be entitled to any refund.

How do I return my GENEU Product?

You can return Product purchased over the telephone or from our Website either by returning to store or by post.  To ensure prompt resolution, please ensure that you provide us with the order number and keep the box and the original packaging materials. Please ensure you obtain a proof of postage when you return the Products to us in order to provide proof to us that you have returned the Products, in the unlikely event that we do not receive the returned Products.

You will need to do the following:

STEP 1 – Cancelling your Order

To cancel an Order, you need to inform us that you have decided to cancel. The easiest way to do this is to complete the “Cancellation Form” which can be downloaded from clicking this link. You can then send this form via email or in the post. We will inform you once we have received it. Alternatively, you can write to us to let us know that you have decided to cancel the Order. The details of where you should send any emails or letters are set out above. If you wish to exercise your right to cancel, you must ensure that you cancel the Order no later than 14 days after the day on which you receive the Product.

STEP 2 – Completing the necessary documentation

Complete the returns note enclosed in your Order with all the required information. If you have not received (or if you have misplaced this document), please contact our client services team. Please make sure you have your order number details at hand.

STEP 3 – Returning the Product

Products must be returned to us in their original packaging to the above address no later than 14 days after the day on which you inform us that you wish to cancel the Order (Step 1). Please return any Products to a GENEU store or to the above address. You are responsible for paying for any costs of return to us.

Please note that we cannot issue you with a refund in accordance with this policy if you return Products that have been used or opened beyond what is required for you to inspect the Products. The returned parcel should be properly sealed. We recommend that you use special delivery or another tracked service to return the Products to us.

You will receive an email confirmation that your Products have been received by our client services team.

STEP 4 – Processing the refund

We will make any refunds within the following deadlines:

14 days after the day on which we receive the Product back from you or, if earlier, the day on which you provide us with proof that you have sent the Product back to us; or
if you did not receive the Product in the first instance, 14 days after you inform us of your decision to cancel the Order.

 

WHAT IF MY GENEU PRODUCT IS FAULTY OR NOT WHAT I ORDERED?

Can I return my GENEU Product?

Where you have purchased any Products that are damaged or faulty in any way, or not what you originally ordered, we will be happy to offer you a refund. You can notify us by calling our client services team, by sending us an email, or by sending us a letter by post. Please ensure that you quote your order number in any communication with us.

 

GENERAL INFORMATION ABOUT REFUNDS:

Please remember that, with the exception of Products that are faulty, we cannot issue you with a full refund in accordance with this policy if you return Products that have been used or opened beyond what is required for you to inspect the Products.  We are permitted by law to reduce your refund to reflect any reduction in the value of the goods if this has been caused by your handling them in a way, which would not be permitted in a shop.

If you return a single item bought as part of a multi-buy discount offer (for example, “Power of Eight package”) you will be refunded the full price of that item less the total discount given in the offer. If you return all items purchased with the multi-buy discount, you will be refunded with the full multi-buy discount value.

For combination purchases (“buy one, get one free” or “get the lowest priced item free”), you must return any free items or vouchers back for us to process a refund.

In each case, refunds will only be made against the original payment method used. Once your refund has been processed, you will receive email notification of your refund from our client services team.

GENEU is neither responsible nor should be held accountable for postal strikes, which delay delivery of an order – or any other event – which may delay the payment of the refund owed to you.

 

GENEU CONTACT DETAILS:

If you want to visit our store or send us something by post (including the Products): 

12 Lancashire Court, New Bond Street, London, W1S 1EY, England. If you want to send us an email: returns@geneu.com

If you would like to speak to our client services team: +44 (0)20 7499 7161 (Monday to Saturday 1100 to 1900).