Last updated: 12.12.2024r.

This Shipping & Returns Policy outlines the rules for order fulfillment and product returns for purchases made via the Website.

Interpretation and Definitions

Interpretation

Words with their initial letters capitalized have meanings defined under the following conditions. These definitions shall have the same meaning regardless of whether they appear in singular or in plural.

Definitions

For the purposes of this disclaimer:

Website refers to the online platform available at https://genxtro.com
Administrator refers to the entity managing the Website
User refers to an individual or entity accessing the Website.
Seller refers to the Administrator or its authorized representatives responsible for product sales and order fulfillment.

Delivery

Delivery Time

Domestic delivery: The standard delivery time is 2-3 business days.

International delivery: The standard delivery time is 5-6 business days.

Cut-off time: Orders placed by 12:00 are processed the same day. Orders placed after 12:00 may be processed on the next business day.

Deliveries are not made on weekends or public holidays. If the Seller cannot contact the User to confirm order details, the order processing time may be extended. The Seller will promptly notify the User of any delays.

Delivery Costs

Domestic delivery: Standard domestic delivery is free. Priority shipping is subject to an additional fee, displayed during the order process.

International delivery: Delivery costs depend on the destination country and are displayed at the time of order placement.

Delivery Exceptions

If delivery to certain addresses proves impossible, the Seller reserves the right to cancel the order and notify the User accordingly. The User will be refunded for the payment made in such cases.

Receiving the Shipment

Inspection Procedure

Upon receiving the shipment, the User is required to inspect the package. If any damage is detected upon delivery, the User should create a damage report with the carrier during receipt, specifying the type of damage and the delivery date and time. For missing items or damaged products discovered after opening the package, the User must report the issue within 48 hours of receipt. The User must then send the Seller the signed report along with a photo of the damaged product.

Absence of Recipient

If the courier is unable to deliver the package due to the recipient's absence, a redelivery attempt will be made, or the shipment may be available for pickup at a designated location based on individual arrangements.

Refusal or Failure to Accept the Shipment

An unjustified refusal to accept a delivered, undamaged package or failure to pick it up does not constitute a withdrawal from the Sales Agreement. If delivery to certain addresses proves impossible, the Seller reserves the right to cancel the order and notify the User accordingly. In such cases, the User is not entitled to a refund for the initial shipment cost and may bear the costs of returning the product to the Seller. Reshipping is possible only after the User has prepaid the reshipping and return costs to the Seller’s bank account. This provision does not apply in the case of the User’s withdrawal from the Sales Agreement.

Returns and Right of Withdrawal

Right of Withdrawal

The product must be returned in its original condition and sealed packaging to qualify for a standard return.

Return Conditions

The product must be returned in its original condition and sealed packaging to qualify for a standard return.
The User bears the return shipping costs.
Refunds cover the cost of the least expensive delivery method offered at the time of purchase.

Return Procedure

To initiate a return, the User must contact the Seller via the contact form available on the Website and follow the provided instructions. Return instructions are also included on a return information card provided inside the package. Refunds will be issued to the payment method originally used. If a refund to the original payment method is not technically possible, the refund will be made to the bank account provided by the User.

Refunds for standard returns will be processed within 14 days of the Seller receiving the returned products.

Money Back Guarantee

The Seller offers a Money Back Guarantee. If the User is not satisfied with the purchase, they may return the products within 60 days of receipt to receive a full refund. Only one package of the product may be opened, while the remaining packages must be unopened. This guarantee is applicable only for the User’s first order of the product.

Conditions of the Money Back Guarantee

Refunds will be processed within 7 days of the Seller receiving the returned products, provided all conditions of the Money Back Guarantee are met.

Force Majeure

The Seller shall not be held liable for any delays or non-performance caused by circumstances beyond its reasonable control, including but not limited to natural disasters, strikes, or governmental restrictions.

Complaint and Dispute Resolution

Users can file a complaint through the contact form available on the Website. The Seller will respond to such complaints within 48 business hours. Additionally, an online dispute resolution platform for EU consumers and traders is available at http://ec.europa.eu/consumers/odr . This platform provides a multilingual, interactive website for resolving disputes outside of court regarding obligations arising from online sales agreements.

For the avoidance of doubt, this provision does not constitute the Seller’s consent to mediation or arbitration and is not a binding arbitration clause.

Contact and Assistance

For questions regarding delivery, returns, or the withdrawal procedure, please contact the Seller via the contact form available on the Website. Our team is ready to provide the necessary assistance and support.

The Seller complies with applicable EU regulations, including GDPR, in handling personal data during returns and deliveries.