Refund Policy
We’re so confident that our product will change your life, that we offer a 60-day Satisfaction Guarantee Refund Policy on all orders, starting from the date you received the product.
Our returns and refunds terms and conditions are:
- Only products purchased on the www.genologix.co.za website, or a partner website that supplies our products, can be returned to Genologix for a refund or an exchange.
- Should you make an error when ordering online, Genologix will gladly exchange your product for the product that you intended to purchase. The returned item must be unopened and in its original condition.
- We will issue a 100% refund for all unopened products, within 30 days of delivery receipt. Please note that you will be responsible for the cost of returning your incorrectly ordered product/s to us. To initiate a product return or exchange, please email us details of the return / exchange on [email protected].
- If you are in any way dissatisfied with a product, you have the option of exchanging or refunding it, within 60 days of delivery receipt. Should you choose a refund, we will issue a refund of 100% of the purchase price of the product/s that you are dissatisfied with (limited to one month supply of the product in question). We do not require you to return the product to us. If you have purchased the product on a sales platform other than the Genologix website, you will be required to provide us with proof of purchase. We will refund to the bank account of the individual whose name appears on the order that you wish to refund.
- To initiate a return, email [email protected] with your order number (found on your order confirmation email), a picture of the product that you are dissatisfied with, and request a refund. Please allow 3 working days for us to process refunds.
- Please note that the Customer is responsible for all shipping charges incurred when shipping product/s back to us.
You can always contact us for any return questions at [email protected].
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you have received the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items, items that have been opened, or gift cards.
Processing of Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund / exchange was approved or not. If approved, you’ll be refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process a refund after we have completed it from our side.