Shipping
Genstore's Aftersales Policy
PRODUCT LOST / STOLEN
If you encounter any of the issues below, Genstore provides a 7-day after-sales service after the parcel is received.
Delivery failure. If a signed/delivered parcel is unclaimed by your customer, or the tracking information alert (incorrect/insufficient address, unknown recipient, lack of phone number/door number, etc.), it will be returned to the local processing center. Within 7 days from the delivery date, Genstore can arrange a redelivery attempt at the cost of 15 USD per parcel upon request. An updated contact information or receiver’s address is required (the new address must be within the same country). Failure of the second attempt will trigger the closure of this order. Aftersales service will not be eligible after 7 days and the parcel will be discarded as default.
Clarification on Mismatched Delivery Addresses
When products are procured and shipping services are obtained through Genstore, deliveries are made directly to the end consumers. The seller cannot raise payment disputes or claim refunds due to they did not receive the items themselves. As the address provided by the seller during the payment process might differ from the one recorded in the Genstore system (the end consumers' address), the address in the Genstore system is always deemed authoritative.
If a seller can provide definitive evidence that the designated end customer did not receive the order, they may approach Genstore for a refund or order replacement.
The product is missing/incorrect/stolen. Genstore will gladly issue a corresponding refund as long as the seller has already refunded the end customer. Proof of customer refund is required before the Genstore team can issue a refund. Or you can request a reshipment, Genstore will arrange a reshipment for free under these circumstances. (The above requirements apply to the situations below)
If only one product was sent missing: the customer needs to provide a photo of all the items received with the shipping label.
If the product is incorrect: the customer received a different sizing or wrong item, a photo of all the items received with the shipping label is required.
If the whole parcel is lost: the parcel was marked delivered but declared not received, evidence of customer refund is required (a snapshot).
DAMAGED / DEFECTIVE PRODUCT
If your customers receive a product that is damaged or defective, Genstore will gladly issue a full refund (product cost + shipping cost) or reshipment as long as it's within 7 days of an order being delivered. The only requirement is proof of the damaged or defective product (photo or video), shipping slip, and barcode along with the request. You can send the image and/or video to your dedicated support.
Scratches and dents are not covered by the damage policy. If your item requires additional packaging, please contact your account manager to discuss packaging optimization details and associated costs.
Refund terms for Customized Products
Due to the inherent costs associated with sourcing specific materials for customized products, as well as the unique molding and pattern-making expenses that cannot be repurposed or resold. All custom-made product orders are non-refundable once payment has been made, regardless of the reason. Genstore will not process any refund requests nor bear any costs related to the customized products. If there's a clear quality issue with the custom-made item, buyers are entitled to request a remake.
Force majeure. Genstore is not responsible for shipment issues caused by force majeure, such as natural disasters, strikes, or war outbreaks.
LONG SHIPPING
For any order under Genstore-branded shipping options (Genstore Standard Shipping, Genstore Economy Shipping, Genstore Expedited Shipping, Genstore Ground Shipping, etc) that arrived 30+ days after the estimated shipping time, Genstore will gladly refund you or reshipment. Unbranded shipping options are not eligible for aftersales service.
Addresses in remote areas and PO BOX. Since we cannot guarantee the delivery success rate and timeliness, aftersales service is not eligible in this case.
**In the case that customer refuses the parcel or any conditions that were not mentioned above, we will not able to provide the after-sale services.
How Genstore Handles Refund and Reshipment
Please submit your refund or reship request to your assigned agent.
Refund process
Refund processing time will take about 7 business days after accepting your refund request. Refund will be returned via the original payment method and it might take several business days for the fund to appear in the seller’s balance depending on different payment methods. Genstore is not responsible for transaction fees or handling fees charged by your payment service provider.
Reshipment process
After Genstore accepts the reshipment request, Genstore will start to purchase and process within 3 business days.
Genstore will decide on the shipping option, and it might be different from the original shipping method. An updated tracking code will be provided to the seller.
GenNest
+44 07950788517
2 Dingle, Leighton Buzzard,
United Kingdom, LU73JL
Shipping
What should I do if the product is lost or stolen?
You can request redelivery for $15 or ask for a refund, but within 7 days.
What happens if the address is incorrect?
The address in the Genstore system is authoritative. No refund can be claimed unless you prove the customer didn’t receive the item
What if the product is damaged or defective?
You can request a full refund or reshipment within 7 days, with proof of damage.
How long does it take for a refund to be processed?
Refunds take about 7 business days to process.
return policy
What is the return policy?
You have 30 days to request a return after receiving your item.
How do exchanges work?
To exchange, return the item and then make a new purchase for the item you want.
How long does it take to get a refund?
Refunds are processed within 10 business days after your return is approved. It may take longer depending on your bank or payment method.
Are there any items that cannot be returned?
Perishable goods, custom products, personal care items, hazardous materials, flammable liquids, gases, sale items, and gift cards cannot be returned.