Refund Policy

1. Product Classification

All items offered through this website are categorized as laboratory research materials. Due to their nature, safety requirements and regulatory considerations, products are not eligible for return once shipped, except where applicable consumer protection laws require otherwise.

2. No General Return Policy

Delivered orders are not subject to standard returns or refunds. Refunds or replacements may only be considered in situations where:

• The incorrect product was delivered
• The shipment is incomplete
• The order arrives damaged

3. Reporting Delivery Issues

Any issue related to a delivered order must be reported within 10 hours of confirmed delivery. Claims submitted beyond this timeframe may not be accepted, as prompt verification is necessary for research materials.

4. Incorrect Address, Unclaimed Shipments & Returns

Customers are responsible for providing accurate and complete shipping details at checkout.

If a parcel is returned due to:

• An incorrect or incomplete address
• Failure to collect the shipment
• Refusal of delivery

Only the product cost may be refunded. Shipping and handling charges are non-refundable.

5. Damaged or Incorrect Items

If a shipment arrives damaged or incorrect, Genesis Labs will review the claim and, where verified, provide a replacement at no additional charge.

Refunds are typically not issued in such cases unless a replacement is unavailable.

6. Refund Processing Time

Where a refund is approved, processing is completed within 5–10 business days following confirmation.

7. Required Evidence for Claims

Claims regarding damage or delivery discrepancies must be submitted within 10 hours and must include clear photographic documentation, including:

• The outer shipping packaging
• The internal packaging and contents
• A photo taken immediately upon opening the parcel

Incomplete claims may not be eligible for review.

8. Product Inspection & Return Review

In exceptional situations where return inspection is required, customers must ensure that items are securely packaged and safely shipped back.

Any replacement or final decision will be made following internal review, typically within 14 business days.

9. Research-Use Restriction

10. Contracting Entity

This Refund Policy applies to orders placed with Genesis Labs. Orders are stored, prepared and dispatched from within the European Union by an independent fulfilment provider acting on behalf of the operator.