Refund policy

Refund & Return Policy

We want you to have a positive shopping experience. Every order is handled with care, and our team is here to help if something goes wrong with your purchase.

If your product arrives damaged, defective, or does not function as intended, we'll work with you to find an appropriate solution.

1. Refund Eligibility

You may be eligible for a refund or replacement under the following circumstances:

  • Damaged on Arrival: Your product arrives physically damaged or broken.

  • Manufacturing Defect: Your product has a manufacturing fault that affects its normal use.

  • Functional Issues: Your product does not operate properly due to a verified technical defect.

  • Incorrect Item Received: You receive a product different from the one you ordered.

All requests are subject to review and verification by our customer support team.

2. Return & Refund Timeframes

Please contact us within the following timeframes:

  • Damaged or Broken Products: Within 7 days of delivery.

  • Incorrect Items: Within 7 days of delivery.

  • Defective or Non-Functional Products: Within 30 days of delivery.

Requests submitted outside these timeframes may not qualify, except where applicable law requires otherwise.

3. Return Eligibility Requirements

To help us process your request, please ensure that:

  • You provide a valid order number or proof of purchase.

  • You provide clear photographs or an unedited video showing the reported issue.

  • The product is made available for inspection if requested.

  • You contact our support team before returning any product.

Returns sent without prior authorization may not be accepted.

4. How to Request a Return or Refund

If you experience an issue with your order:

  1. Contact our customer support team at [Your Support Email].

  2. Include your order number and a brief description of the issue.

  3. Attach photographs or a video demonstrating the damage or defect.

  4. Our team will review your request and may provide troubleshooting instructions or request additional information.

  5. If your request is approved and a return is required, we'll provide the appropriate return instructions and return address.

Please do not ship any product back until you receive confirmation from our support team.

5. Refunds & Replacements

Once your request has been reviewed and the issue verified, we may offer one of the following resolutions:

  • Replacement: A replacement product at no additional product cost, subject to availability.

  • Refund: An approved refund to your original payment method.

If a replacement is unavailable, we may offer a refund instead.

The appropriate resolution will depend on the nature of the issue, inspection results, and applicable consumer protection requirements.

6. Return Shipping Costs

For verified damaged, defective, or incorrect products, we will cover reasonable return shipping costs where a return is required.

We do not cover return shipping for requests that fall outside our refund eligibility criteria.

7. Refund Processing Time

Once your refund is approved, it will be issued to your original payment method.

Please allow 5–7 business days for the refund to be processed. Depending on your bank or payment provider, additional time may be required for the funds to appear in your account.

8. Situations Not Eligible for Refunds

We generally do not accept returns or issue refunds for:

  • Change of mind after placing an order.

  • Simply deciding that you no longer want the product.

  • Personal preferences or subjective dissatisfaction.

  • Products that are functioning properly and match their advertised descriptions and specifications.

  • Incorrect purchases or selections made by the customer.

  • Damage caused by accidents, misuse, negligence, or improper handling.

  • Unauthorized modifications or repairs.

  • Normal wear and tear resulting from regular use.

We encourage customers to carefully review product descriptions, specifications, and compatibility information before purchasing.

These exclusions do not apply where a refund, replacement, or other remedy is required by applicable law.

9. Order Cancellations

Orders may be cancelled before they have been processed or shipped.

Once an order has been shipped, cancellation may no longer be possible. Please contact our support team as soon as possible if you need assistance with an order.

10. Contact Us

For questions about returns, refunds, or replacements, please contact:

Email: support@gensola.com

Please include your order number in your message so we can assist you efficiently.

We reserve the right to review and verify all refund and replacement requests before approval. Nothing in this policy limits any consumer rights or remedies that cannot legally be excluded under applicable law.