Refund policy

Thank you for shopping at Genesis Home Appliances. We want you to be completely satisfied with your purchase. If you are not satisfied, you may return most items within 30 days of receiving your order for a refund, subject to the conditions below.

This refund policy applies to all products purchased directly from genesis-home.shop. If you purchased through a third-party retailer, please contact that retailer directly for returns.

Return Eligibility

  • Returns must be requested within 30 days from the date you received your order. The 30-day period begins on the day the carrier delivers the shipment to you or someone you designate.
  • Items must be in their original condition, unused, and unopened unless they were defective or damaged at the time of delivery.
  • All original packaging, manuals, cables, accessories, and any included parts must be returned with the item.
  • For electric appliances, ensure the product is disconnected, cleaned of any food or residue, and thoroughly dried before packing.
  • A proof of purchase (order number, invoice, or email confirmation) is required for all returns.

Items Not Eligible for Return

Due to health, safety, or hygiene reasons, the following categories cannot be returned unless the item arrives defective or damaged:

  • Personal health and hygiene products – This includes any appliance that comes into direct contact with the user or where the packaging has been opened, such as certain vacuum cleaners or steam mops with washable filters or water tanks, once the sealing has been broken.
  • Products with a protective seal – Any item whose tamper-evident seal or original hygiene wrapper has been removed or broken.

Large Appliances and Special Handling

The following categories may require additional inspection and are subject to different return conditions due to their size, installation requirements, or sensitivity:

  • Fridges & Freezers
  • Washers & Dryers
  • Dishwashers
  • Fires & Surrounds

If a large appliance has been installed, assembled, or connected to a power or water source, it may only be returned if it has a manufacturing defect. Installed appliances may be subject to a restocking fee, and the original packaging must be preserved for the entire 30-day return window. Please note that removing the protective film or making irreversible modifications to the product makes it non-returnable.

Return Process

  1. Contact our customer support team at service@genesis-home.shop within 30 days of receiving your order. Include your order number and the reason for the return.
  2. We will provide you with a Return Merchandise Authorization (RMA) number and the return address. Do not send any item back without an RMA number.
  3. Pack the item securely in its original packaging, including all accessories, manuals, and free gifts. Write the RMA number on the outside of the package.
  4. Ship the return using a trackable shipping method. We are not responsible for lost or damaged return shipments.
  5. Once your return is received, our team will inspect the item within 1–2 business days to verify that it meets the eligibility criteria.

Return Shipping Costs

  • If the return is due to a defect, incorrect item, or an error on our part, we will cover the return shipping costs. Please contact us to arrange a prepaid return label.
  • If the return is for any other reason (change of mind, wrong size, etc.), you are responsible for the return shipping costs. These costs are non-refundable.

Refunds

  • Refunds are processed to the original payment method within 1–2 business days after the returned item has been inspected and approved.
  • Depending on your payment provider or bank, it may take additional time (typically 5–10 business days) for the refund to appear in your account.
  • If a non-defective item is returned with missing components or in non-original condition, a deduction may be applied from the refund amount.
  • Any restocking fee applied to large appliances will be clearly communicated to you before the return is finalized.

Damaged, Incorrect, or Defective Items

If your order arrives damaged, incorrect, or defective, please contact us within 48 hours of delivery at service@genesis-home.shop with your order number, a description of the issue, and photos where possible. We will arrange a replacement or a full refund including any return shipping costs. This applies to all product categories.

If you have any questions about returning an item, please do not hesitate to contact us at service@genesis-home.shop or visit our help center. Thank you for choosing Genesis Home Appliances.