Refund policy

This policy explains returns, refunds and order cancellations for purchases made through this store. It forms part of our Website Terms and Conditions. For delivery options, charges, estimated delivery times and missing parcels, please see our Shipping Policy.

Returns and exchanges

The practical process for reporting a lost parcel is set out in our Shipping Policy. To return an item or report a damaged, faulty or incorrectly supplied product, please contact us promptly at support@igennus.com. Nothing in this policy or our Website Terms and Conditions limits your statutory rights in relation to goods that are faulty, not as described, damaged on delivery or incorrectly supplied.

Not satisfied with your order?

If one of our products wasn't suitable for you, we’d welcome the opportunity to discuss this with you. Please contact our team at customercare@igennus.com, and we’ll review your case individually to find the most suitable outcome.

Cancelling orders

You have a legal right to cancel your Contract with us under the Consumer Contracts Regulations 2013 by notifying us in writing at any time up to 14 days after your products have been delivered (if you receive your order in instalments, this means 14 days after your receipt of the final instalment), subject to the exception below. The notification should state your order number. You do not have to give a reason for cancellation.

If you wish to exercise your right to cancel an order after it has been dispatched, we will refund the original purchase price and if you have paid for delivery, our standard delivery charge, provided that you have notified us in writing no more than 14 working days after you received the product(s) and provided that you have taken reasonable care to return them undamaged and unused in the products’ original and undamaged packaging with any security strip intact. You must return them to us as soon as is reasonably practicable (and no later than 14 days after you let us know of the cancellation).

Return costs and opened products

Unless the products are faulty or not as described or were incorrectly supplied, you will be responsible for the cost of returning the products to us.

You can no longer cancel your order once you have opened the product containers or used the products. Your statutory rights concerning the quality of those products are unaffected.

Refunds

Refunds will generally be made by means of a credit to your original payment method.

The refund of the original purchase price and standard delivery charge on cancellation is described in the “Cancelling orders” section above.

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.

Subscribe and Save cancellations

Subscription cancellations, including the minimum order commitment and early cancellation terms, are covered in section 9 of our Website Terms and Conditions.

Contact

For return instructions, cancellations or refund questions, contact support@igennus.com. For a product that was not suitable for you, contact customercare@igennus.com, as explained above.