Shipping
protection
Optional cover for the messy part of delivery. Add it at checkout.
€2.90 / order
Fast-tracked support
Priority review. Replacement or refund when an eligible claim is approved.
- Lost in transitCarrier confirms the parcel is lost, or tracking stops beyond the required period.
- Stolen after deliveryYour parcel disappears after a confirmed delivery.
- Delivered, not receivedTracking says delivered, but the parcel cannot be found.
- Confirmed customs seizureOnly where the order was eligible for shipping and official customs documentation is provided.
Damage in transit remains our responsibility whether or not protection is added.
When something
goes wrong.
Report it clearly. Keep everything. We’ll take it from there.
Report
Email INFO@GENELNOVA.COM with your order number, tracking number and a short description.
Prove
Attach the required evidence: photos, video, delivery details or an official customs notice.
Keep
Keep the product and all packaging until the claim is closed. Do not discard or return anything without instructions.
- Incorrect or incomplete delivery address.
- Uncollected or refused parcels.
- Carrier delays without confirmed loss.
- Customs duties, taxes or routine clearance.
- Orders not eligible for the destination.
- Change of mind or damage after use.
Approved claims are resolved by replacement or refund, depending on availability and the circumstances.