RETURNS
Our Returns policy lasts up to 5 days from the day of purchase. Should this time frame laps, unfortunately we will be unable to offer you a refund or exchange.
To be able to be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in all the original packaging that it was received.
Non-returnable items:
Gift cards/vouchers/coupons
Downloadable software products
Customised items/products
We require a receipt or proof of purchase to complete your return.
There are certain situations where only partial refunds are granted (if applicable):
Any item that is returned more than 5 days after delivery.
Any item that is damaged, not in its original condition or missing parts for reasons not due to our error.
REFUNDS (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
LATE OR MISSING REFUNDS (if applicable)
If you haven’t received a refund yet, please do the following:
- Check your bank account again.
- Contact your credit card company, it may take some time before your refund is officially posted/cleared.
- Contact your bank. There is often some processing time before a refund is posted/cleared.
- If all steps have been taken and you still have not received your refund, please contact us at info@genetree.co.za.
EXCHANGES (if applicable)
We can only exchange items if they are defective or damaged.
SALE ITEMS (if applicable)
We unfortunately will not be unable to refund sale items.
SHIPPING
Please email us for shipping details to return your item.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
You should consider using a trackable shipping service or purchasing shipping insurance as we cannot guarantee that we will receive your returned item.
Should you use your own courier company or collection service, we hold no responsibility of your item after it has left our premises.