Refund and
return policy.

We will issue a refund or offer an exchange for any faulty item delivered.

You must inform us within 7 days of receiving your parcel by emailing customerservices@genie-clean.co.uk. Please include photos of the original packaging, packing slip, and damaged items. Without this information, we cannot process a refund.

We cannot refund returned items that have been opened, used, or tampered with. All seals must be intact, and items must be returned in their original packaging for a refund to be considered.

Please ensure your return is sent back securely and well packed. Items damaged in return transit may not be refunded.

Returns must be sent back to us within 14 days of requesting a refund. Before returning an item, please email customer services with your order number, full tracking details from your chosen shipping provider, and a photo showing how the package is being returned. This helps protect you if the shipping provider tampers with or damages the return.

If you suspect your order has been lost, please email customerservices@genie-clean.co.uk with your order number. If Evri has updated the package status as lost, we will process a refund or offer a replacement.

All orders are picked, packed, and checked before leaving our warehouse. If, due to human error, an item is missing from your order, we require photos of the packaging, packing slip, and order contents.

Once we have received the required information, we will arrange for a replacement to be sent. Please note that replacements cannot be sent without this information.

Please be aware that we do not cover customs charges or import taxes on orders. You can check your local customs charges online before ordering.

If an order has been shipped by us and you refuse to pay the customs charges, the order will not be eligible for a refund from us, as the item has already been shipped to you.