Genics Shipping and Refund Policy
Genics Pty Ltd (“we” and “us”) is the operator of (https://www.genics.com/shop) (“Website”). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.
Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.
2. Shipping Costs
Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase.
This price will be the final price for shipping cost to the customer.
3. Returns and Refund Policy
This Refund Policy includes, and does not seek to exclude or limit, the rights you have as a consumer under the Australian Consumer Law (ACL).
3.1 Consumer Guarantees
If our products do not meet the ACL’s consumer guarantees, we will gladly provide you with a choice of a replacement, repair or refund of the product, at our own expense.
Where you have a received a product that fails to meet these guarantees, please contact us as soon as possible at firstname.lastname@example.org
We ask that you provide us with as much detail as possible, including photos, so that we can quickly and thoroughly investigate your claim.
3.2 Replace, Repair or Refund
Other than to meet a consumer guarantee, we may at our own discretion, replace, repair or refund you for any product within 30-days of you receiving the product and contacting us for such request provided that the product is in:
- the original condition and packaging
- free from damage (other than due to defects); and
- not a special order, clearance/sale item or purchases made through a gift card.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, your refund will be processed as a store credit for a future purchase.
If your request for a replacement, repair or refund of the product is not approved, you will be given the option to pay for the goods to be returned or destroyed if they are no longer fit for sale.
All shipping for returning products shall arranged by you and at your own expense.
3.3 Right to Refuse
Unless there is a breach of the ACL consumer guarantees, you acknowledge that we have the right to refuse any request for a refund, repair or replacement product at our own discretion. Where we have agreed to provide you with a replacement, repair or refund of the product we may charge you a restocking fee for the returned goods.
You can always contact us for any replacement, repair or refund question at email@example.com
4. Delivery Terms
4.1 Transit Time Domestically
In general, domestic shipments using Australia Post are in transit for 2 – 7 days
4.2 Transit time Internationally
Generally, orders shipped internationally via Australia Post are in transit for 4 – 22 days. This varies greatly depending on the courier you have selected. We are able to offer a more specific estimate when you are choosing your courier at checkout.
4.4 Change Of Delivery Address
Orders placed before 12 PM – AEST (UTC+10) will be dispatched the same day, otherwise, within the next business day.
Our warehouse operates on Monday – Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.
4.4 Change Of Delivery Address
For change of delivery address requests, we are able to change the address at any time before the order has been dispatched.
4.5 P.O. Box Shipping
Genics Pty Ltd will ship to P.O. box addresses using postal services only. We are unable to offer couriers services to these locations.
4.6 Items Out Of Stock
If an item is out of stock, we will dispatch the in-stock items immediately and send the remaining items once they return to stock.
4.7 Delivery Time Exceeded
If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.
5. Tracking Notifications
Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider. We use Australia Post.
6. Parcels Damaged In Transit
If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with next steps.
7. Duties & Taxes
7.1 Sales Tax
Sales tax has already been applied to the price of the goods as displayed on the website (Australia Only)
7.2 International Shipping Import Duties & Taxes
Import duties and taxes for international shipments may be liable to be paid upon arrival in destination country. This varies by country, and Genics Pty Ltd encourage you to be aware of these potential costs before placing an order with us.
If you refuse to to pay duties and taxes upon arrival at your destination country, the goods will be returned to Genics Pty Ltd at the customers expense, and the customer will receive a refund for the value of goods paid, minus the cost of the return shipping. The cost of the initial shipping will not be refunded.
If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.
Parcels are not insured for loss and damage unless previously arranged.
9.1 Process for parcel damaged in-transit
We will process a refund or replacement as soon as the courier has completed their investigation into the claim.
9.2 Process for parcel lost in-transit
We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.
10. Customer service
For any questions please contact our E-commerce Manager at:
Genics Pty Ltd ABN 86 623 276 586
Last update: 07/09/2021