Delivery & Returns
GENUEN offer a UK only delivery service. We offer free delivery service on all orders over £100.00 inc vat*. Deliveries will be within 1-2 working days from the order being placed, but where possible and providing the items are in stock, we will do our upmost to deliver the items the next day. (some products which can take between 3-10 days, if urgent please contact us via email at [email protected] with products wanted, as well as delivery postcode for exact delivery date)
Orders will be dispatched via courier or direct from our suppliers dependant on shipping size and weight.
*For remote delivery locations and offshore islands these may take longer to arrive, and in certain circumstances further delivery charges may apply. These locations include / but are not restricted to UK Highlands and Islands, UK Non Mainland, Isle of Wight and Northern Ireland.
Deliveries within the UK Mainland areas with total values less than £100.00 inc vat, will have a delivery charge of £10+vat applied.
If you have any questions or need any information regarding delivery dates, cost, times and any other query please do not hesitate to e-mail us [email protected]
YOUR CONSUMER RIGHT OF RETURN AND REFUND
This applies to all consumers under the distance selling regulations, please note this does not apply to business customers.
If you are a consumer, you have a legal right to cancel a Contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 during the period set out below. This means that during the relevant period if you change your mind or decide for any other reason that you do not want to receive or keep a Product, you can notify us of your decision to cancel the Contract and receive a refund. Advice about your legal right to cancel the Contract is available from your local Citizens’ Advice Bureau or Trading Standards office.
Your legal right to cancel a Contract starts from the date of the Dispatch Confirmation (the date on which we e-mail you to confirm our acceptance of your order), which is when the Contract between us is formed. Your deadline for cancelling the Contract then depends on what you have ordered and how it is delivered, as set out below:
(a) If your Contract is for a single Product (which is not delivered in instalments on separate days), the last date on which you may cancel the Contract is the end of the 14th day after the day on which you receive the Product.
(b) If your Contract is for either of the following:
(i) one Product which is delivered in instalments on separate days; or
(ii) multiple Products which are delivered on separate days,
then the last date upon which you may cancel the Contract is at the end of the 14th day after the day on which you receive the last instalment of the Product or the last of the separate Products ordered.
(c) If your Contract is for the regular delivery of Products over a set period, then the last date upon which you may cancel the Contract is at the end of the 14th day after the day on which you receive the first delivery of the Products.
To cancel a Contract, you just need to let us know that you have decided to cancel. The easiest way to do this is to e-mail us at [email protected], we will then e-mail you to confirm we have received your cancellation. If you are e-mailing us or writing to us please include details of your order including order number to help us to identify it. If you send us your cancellation notice by e-mail or by post, then your cancellation is effective from the date you send us the e-mail or post the letter to us. For example, you will have given us notice in time as long as you get your letter into the last post on the last day of the cancellation period or e-mail us before midnight on that day.
If you cancel your Contract we will:
(a) refund you the price you paid for the Products. Except in the case of faulty or misdescribed goods, if you exercise your right to cancel after the goods have been delivered to you, you will be responsible for returning the goods to GENUEN at your own cost. However, please note we are permitted by law to reduce your refund to reflect any reduction in the value of the goods, if this has been caused in transit, or by your handling them in a way which would not be permitted in a shop.
(b) make any refunds due to you as soon as possible and in any event within the deadlines indicated below:
(i) if you have received the Product: 14 days after the day on which we receive the Product back from you or, if earlier, the day on which you provide us with evidence that you have sent the Product back to us. For information about how to return a Product to us, see above
(ii) if you have not received the Product or you have received it and decided to send it back to us, 14 days after you inform us of your decision to cancel the Contract.
If you have returned the Products to us because they are faulty or misdescribed, we will refund the price of the Products in full, as well as the cost to return. Please note all returns should be made via Royal Mail 2nd class delivery (or similar alternative) and the amount refunded will not be greater than the cost of Standard Royal Mail 2nd class delivery charge for that size parcel.
We will refund you on the format used by you to pay. If you used vouchers to pay for the Product we may refund you in vouchers.
If a Product has been delivered to you before you decide to cancel your Contract:
(a) then you must return it to us without undue delay and in any event not later than 14 days after the day on which you let us know that you wish to cancel the Contract. You can send it back or return it to us in-store or by post. Please see our Returns page for our returns address.
(b) unless the Product is faulty or not as described, you will be responsible for the cost of returning the Products to us. If the Product is one which cannot be returned by post, we estimate that if you use the carrier which delivered the Product to you, these costs should not exceed the sums we charged you for delivery. If we have offered to collect the Product from you, we will charge you the direct cost to us of collection.
Because you are a consumer, we are under a legal duty to supply Products that are in conformity with this Contract. As a consumer, you have legal rights in relation to Products that are faulty or not as described. These legal rights are not affected by your right of return and refund in this or anything else in these Terms. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office.
Dhyana International Ltd, (T/A GENUEN)
53, Stowe Crescent, Ruislip, Middlesex, HA4 7SR