Returns
& claims
Choose what happened. We’ll show you exactly what to send.
- Damaged or defectiveOrder number + description + clear photo or video.
- Wrong or missing itemOrder number + photos of the product, label, outer packaging and parcel contents.
- Return an unopened itemRequest within 14 days of delivery. Product must remain unused, sealed and in its original packaging.
- Delivery issueTracking stopped, marked delivered, or returned to sender.
Start a return
or claim.
Follow these three steps to get started.
Write
Email INFO@GENELNOVA.COM with your order number and a short description.
Show
Attach clear photos or video. Keep the product, label and all packaging.
Wait
Do not send anything until your return is approved and instructions are confirmed.
- to request a change-of-mind return after delivery.
- Products must be in their original packaging.
- Paid by the customer for a change of mind. Covered by us if the item is wrong, damaged or defective.
- Your statutory rights for faulty goods remain unchanged.
Package lost in transit
If tracking has not moved for several days, write to us with the order and tracking numbers. We open an investigation with the carrier and, once it confirms the loss, send the order again or refund it.
Marked delivered, not received
Check with neighbours, your building’s reception and any safe place the carrier may have used. If it still has not turned up within two days, write to us with the order number and we take it up with the carrier.
Returned to sender
When a parcel comes back to us, we write to confirm the address and send it again. If the return was caused by a wrong or incomplete address, the second shipment is charged.
Exchanges
We do not swap items directly. Return the unopened item under the conditions above and place a new order for the one you want.
Approved refunds return to the original payment method after the return is received and inspected.
Changed your mind? Use the EU withdrawal form. No reason required.