Refund and Returns Policy

1. The Short Version

You have 14 days from receiving your order to change your mind, no reason needed. That is your legal right under the Consumer Contracts Regulations 2013.

On top of that, we offer a 30-day Genusto Guarantee. It is a commercial guarantee we give voluntarily and it sits alongside — never instead of — your statutory rights.

Faulty, damaged or misdescribed items are always our problem, not yours, and we cover the cost of putting it right.

One email starts the whole process: support@genusto.com.

2. Your 14-Day Right to Cancel

You may cancel your order for any reason from the moment it is placed until 14 days after the day you, or someone you nominate, receive the goods.

To cancel, send a clear statement to support@genusto.com including your order number, your name and your delivery address. A simple sentence is enough — there is no form to hunt for and no reason to justify.

If your order arrives in more than one parcel, the 14-day period starts the day you receive the last parcel.

Once you have told us you are cancelling, you have a further 14 days to send the goods back.

You may examine the goods as you would in a shop. If you handle them beyond what is necessary to check their nature, characteristics and functioning, we may reduce your refund to reflect the diminished value.

3. The 30-Day Genusto Guarantee

Not convinced after living with it for a few weeks? You have 30 days from delivery to request a return under our commercial guarantee.

To qualify, the product must be in complete, resalable condition with all original packaging, accessories and documentation.

Under the guarantee, the return shipping cost is yours; we refund the product price in full once the item reaches us and passes inspection.

This guarantee is offered by Claudio Romanazzi OÜ, Nõmme tee 64-3, Kristiine, 11311 Tallinn, Estonia, applies to purchases made on this website, and does not affect your statutory rights in any way.

One guarantee return per household. It is a genuine offer, not a loophole for serial returners.

4. How to Return an Item

Step 1: Email support@genusto.com with your order number and, where relevant, photos of the item and packaging.

Step 2: We reply with a return authorisation and the correct return address. Do not send anything back before you have this — parcels sent to the wrong address cannot be traced or refunded.

Step 3: Pack the item securely, ideally in its original box, and include the return authorisation reference inside the parcel.

Step 4: Send it with a tracked service and keep your proof of postage. Until the parcel reaches us, the tracking is your evidence.

Step 5: Send us the tracking number so we can watch for it and process your refund faster.

5. Who Pays for Return Shipping

Change of mind within 14 days: you pay the direct cost of returning the goods.

Return under the 30-day Genusto Guarantee: you pay the return shipping.

Faulty, damaged, incorrect or misdescribed item: we pay. We will send you a prepaid label or reimburse your reasonable postage cost against a receipt.

Original outbound delivery charges are refunded in full when you cancel under your 14-day right. If you chose a more expensive delivery option than our standard service, we refund the standard rate.

6. Refunds: Timing and Method

We process refunds within 14 days of receiving the returned goods back, or of receiving proof that you have sent them, whichever is earlier.

Where you cancel the whole order before dispatch, we refund within 14 days of being told.

Refunds are issued to the original payment method through Stripe. We cannot refund to a different card, account or person.

Once we release the refund, your bank or card issuer typically takes a further 3 to 10 working days to show it on your statement. That part is out of our hands.

We refund the full amount you paid, subject only to the deductions described in this policy. There are no restocking fees and no admin charges.

7. Faulty, Damaged or Incorrect Items

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.

If your item arrives damaged, faulty or is not what you ordered, email us within 48 hours of delivery with photos of the item and the outer packaging. Keep everything until the claim is resolved.

Within 30 days of delivery you have the short-term right to reject a faulty item and receive a full refund. After 30 days, you are entitled to a repair or replacement, and to a refund if that is not possible or fails.

We do not ask you to pay return postage on faulty goods, and we do not ask you to prove the fault existed at delivery within the first six months.

8. What Cannot Be Returned

Items returned without a return authorisation, or sent to an address we did not provide.

Items that have been used beyond what is necessary to assess them, or that are returned incomplete, soiled, or damaged through misuse.

Sealed goods that are not suitable for return for health protection or hygiene reasons, where the seal has been broken after delivery.

Personalised or custom-made items produced to your specification.

Return requests made after the applicable 14-day or 30-day window has expired.

If we cannot accept a return, we will explain why and offer to send the item back to you at your cost.

9. Cancelling Before Dispatch

If you change your mind before your order has been dispatched, email us immediately at support@genusto.com with your order number.

If the parcel has not yet left the warehouse, we cancel it and refund you in full — including delivery charges — with nothing to return.

Because we aim to dispatch within 1 to 2 working days, speed matters here. Contact us within 12 hours for the best chance.

If the parcel has already been dispatched, your 14-day right to cancel still applies once it arrives.

10. Problems and Complaints

If you are unhappy with how a return or refund has been handled, reply to your existing email thread or write to support@genusto.com marking your message 'Complaint'.

We aim to give a first response within 2 working days and to resolve complaints within 14 days.

If we cannot resolve matters between us, you may use the European Commission's Online Dispute Resolution platform, or refer the matter to the courts. Consumers in the UK may bring proceedings in their local courts.

None of this affects your statutory rights.