Delivery and Returns

International Deliveries
Estimated delivery time: 2–3 weeks.

Orders shipped to destinations outside the UK, USA and Europe are sent on a Delivered Duty Unpaid (DDU) basis. This means that any import duties, taxes, customs clearance fees, inspection costs or other charges imposed by the destination country are the responsibility of the recipient.

Shipping charges are calculated at checkout based on the destination and the weight of your order. These charges do not include any import duties, taxes or customs-related fees.

If we are unable to deliver to your country, please contact us at support@igennus.com and we will provide a shipping quotation and estimated delivery time.

Commercial Invoice
For orders shipped outside the UK, USA and Europe, a commercial invoice will be attached to the shipment. This document provides customs authorities with details of the contents and declared value of the parcel.

Refused Deliveries and Unpaid Customs Charges
If a shipment is refused by the recipient, or returned due to unpaid customs duties, taxes or clearance fees, any costs incurred in returning the shipment to us may be deducted from any refund issued.

Missed Deliveries and Undeliverable Parcels

If delivery is attempted and no one is available to receive the parcel, the carrier may leave a card with instructions for collection from a local collection point or provide options to arrange redelivery.

If all delivery attempts are unsuccessful, or the parcel is not collected within the carrier's specified timeframe, the parcel may be returned to us.

If an order is returned because it was refused, unclaimed, or addressed incorrectly, we can arrange reshipment. Additional shipping charges will apply.

If you no longer wish to receive the order, we will refund the value of the products only. Any original shipping charges and any return shipping costs incurred by the carrier will be deducted from the refund.

Lost Shipments

We will arrange a replacement or refund for parcels confirmed as lost in transit.

A shipment may be considered lost if it has not been delivered within:

UK: 10 business days from dispatch
USA: 10 business days from dispatch
Europe (courier): 15 business days from dispatch
Europe (postal service): 25 business days from dispatch
Rest of World: 25 business days from dispatch

To be eligible for a replacement or refund, missing shipments must be reported within:

20 calendar days of dispatch for UK, USA and Europe orders
30 calendar days of dispatch for Rest of World orders

If you believe your parcel may be lost, please contact us as soon as possible at support@igennus.com.

Damaged or Faulty Products

If you receive a damaged or faulty product, please contact us within 14 days of receipt.

We will investigate the issue and, where appropriate, offer a replacement or full refund. We may request photographs, additional information, or return of the product before processing the claim.

Change of Mind Returns

If you wish to cancel your order, you may do so within 14 days of receiving the goods, provided the product remains unopened, sealed and in resaleable condition.

Before returning any item, please contact support@igennus.com to obtain return instructions.

Unless the return is due to our error or a faulty product, return shipping costs are the responsibility of the customer.

Shipping Addresses

Customers are responsible for ensuring that all billing and shipping information provided at checkout is accurate and complete, including house number or name, street, city, postcode and country.

We cannot accept responsibility for orders that are delayed, lost or undelivered as a result of incorrect or incomplete address information supplied by the customer.

If you notice an error in your delivery address, please contact us at support@igennus.com as soon as possible. We will make reasonable efforts to amend the address before dispatch, but cannot guarantee changes once an order has been placed.