Thank you for shopping at GenHck. We appreciate your business and want you to feel confident about your purchase. However, if you are not entirely satisfied with your purchase, we're here to help.
Returns
We accept returns under the following criteria: You have 14 calendar days from the date of purchase to return the item. Your item can be returned under the following criteria.
Order Issues
If you notice an issue with the products or anything else in the order that seems out of place, please contact our customer support team at hello@GenHck.com. Send a photograph along with a brief explanation of the problem. We will review the issue and notify you of the approval or rejection of a replacement or refund. If your claim is approved and you require a replacement, we will have a new order shipped to you within 7 business days. If you request a refund, a credit will automatically be applied to your credit card or original payment method within 14 days.
Exceptions to Our Refund and Return Policy
While we strive to accommodate our customers to the best of our ability, there are certain situations where we cannot grant a refund, credit your account, or replace a produced product:
- Wrong Address – If you provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).
- Unclaimed – Shipments that go unclaimed are returned to our facility, and you will be liable for the cost of a reshipment to yourself or to your end customer (if and as applicable).
- Buyer's Remorse – We do not refund orders for buyer’s remorse. Returns for products, or exchange of a product, are to be offered at your expense and discretion. If you choose to accept returns or offer size/product exchanges to your end customers, you would need to place a new order at your expense.
- Rejected by Customs - Whilst GenHck undertake periodic reviews of custom policies, if a package is returned due to customs rejection, whether due to a change in policy or otherwise, a refund cannot be issued.
Late or Missing Refunds
If you haven’t received a refund yet, first recheck your bank account. Then contact your credit card company; it may take some time before your refund is officially posted. Next, contact your bank - there is often some processing time before a refund is posted. If you’ve done all of this and still have not received your refund, please get in touch with our customer support team at hello@GenHck.com for assistance.
Lost Packages
For packages lost in transit, all claims must be submitted no later than 14 days after the date of purchase. Claims deemed an error on our part are covered at our expense. To make a claim for a lost package, please contact us at hello@GenHck.com with your order number and a brief explanation of the situation.
Shipping
You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable.
Contact Us
If you have any questions about our Returns and Refunds Policy, please contact us:
By email: hello@GenHck.com, or By visiting this Returns Policy Page on our website www.GenHck.com.
Please note: this Returns Policy is subject to change without notice and was last updated on 17.07.2023. Please check back regularly to ensure you are aware of any changes.
This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.
Thank you for your understanding and cooperation. We appreciate your business and hope that you are fully satisfied with your product.