Refund policy
Returns & Refunds Policy
At Genome Design, we aim to ensure our customers are satisfied with their purchases. Please review the following policy carefully before placing an order.
Returns Eligibility
Customers have the right to request a return within 30 days of receiving their order in accordance with the UK Consumer Contracts Regulations.
To be eligible for a return:
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The item must be unused and in its original condition
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The item must be returned in the original packaging
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The item must not have been installed, fitted, or modified
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The return request must be made within 30 days of delivery
Returns MUST be approved by our team by our team before an item is sent back. Returns sent without prior approval may not be accepted.
Non-Returnable Items
Due to the nature of our products, the following items are non-returnable:
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Special order or custom-made parts
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Electrical components
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Parts that have been fitted, installed, or attempted to be installed
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Parts returned without original packaging
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Parts damaged after delivery
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Items that show signs of use or installation
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Gift Cards or Vouchers
Damaged Items & Delivery Issues
If an item arrives damaged in transit, this must be reported to us within 2 days (48 hours) of delivery.
This timeframe is required so we can raise a claim with the courier and supplier.
To process a damage claim we require:
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Clear photos of the damaged item
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Photos of the outer packaging
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Photos of the internal packaging
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Photos showing any damage to the delivery box
Failure to notify us within 2 days of delivery may prevent us from raising a claim with the courier and may affect our ability to offer a replacement or refund.
Supplier Restrictions
Some specialist items are supplied directly from manufacturers under their own terms and conditions. In these cases, suppliers may not permit returns, and therefore we are unable to accept a return once the order has been processed.
Exchanges
We only replace items if they are faulty or damaged upon arrival and reported within the required timeframe.
If you require an exchange, please contact us before returning the item.
Excessive Returns
Genome Design reserves the right to decline future orders or returns from customers who exhibit excessive returns, suspected misuse, or abusive return behaviour.
Refund Process
Once a returned item has been received and inspected, we will notify you of the outcome.
If approved:
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Refunds will be issued to the original payment method
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Please allow 5–10 working days for the refund to appear
Shipping costs are non-refundable unless the item is confirmed to be faulty.
In line with our Terms & Conditions, unwanted returns can incur up to a 30% restocking fee - This will vary from brand to brand.
Return Approval
All returns must be approved by Genome Design before being sent back.
Please contact us at: 📧 enquiries@genomedesign.co.uk
Include:
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Order number
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Reason for return
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Photographic evidence (if applicable)