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SHIPMENTS

Any orders placed before 16:00 p.m. will be processed and shipped out on the same day (from Monday to Friday) provided that the payment has been made by credit or debit card. Any orders placed at the weekend will be shipped out on Mondays. 

If the order has been placed by bank transfer, we will send the order once confirmation of the payment has been received by our bank. This formality may take 1 to 5 business days depending on the country from which the transaction has been issued.

Once the order is shipped out, it will be delivered to the customer between 3 and 5 business days by DPD International. For some towns located far from urban centres, the delivery may take a maximum of 6 business days.

If there are any questions or suggestions regarding the order, we will contact the customer by e-mail. If applicable, until the incident is resolved, the order will not be sent to its recipient. If the incident is not resolved within a 3-business day deadline, the order will be cancelled and its payment refunded to the customer.

 

SHIPMENT COSTS

Shipment costs are free for any orders of an amount equal to or greater than 200€.


RETURNS

If the customer wishes to return one or more items, he/she may do so within 14 days of receipt of the order, provided that the product is intact, sealed, complete and inside its original packaging. Damaged product returns showing traces that they have been used or which do not have their original packaging and label are not accepted. 

To exercise the right to return, the customer must contact our customer services department by sending an e-mail to office@geniusnutrition.eu with the subject “Order return + “order number”. The items that you wish to return must be specified and so too must the refund method (through the original method of payment or a voucher).

The customer may also opt for our collection service which has a charge of 40 €. In this case, when the customer contacts the customer service department, he/she must indicate a collection day and place. Collections will be carried out from Monday to Friday between 9:00 a.m. and 17:00 p.m. However, if the customer is absent on the agreed date, no other attempt will be made to collect the order and the order must be returned by another method.

When we receive the returned order at our premises, we will complete the corresponding refund within a maximum of 14-30 business days according to the method of payment chosen by the customer, whether this is the original method or in the form of a discount voucher. We do not complete refunds according to any method other than the original method of the order.

If we receive one or more items in a poor condition or which do not comply with the aforementioned requirements, the customer will lose the right to be refunded.


COMPLAINTS

To exercise the right to return, the customer must contact our customer services department by sending an e-mail to office@geniusnutrition.eu with the subject “Order complaint + “order number”. The nature of the complaint must be specified and an image of the items which are the subject of the complaint must be attached.

If Genius Nutrition  is responsible for the complaint, the order will be replaced, returned or refunded to the complete satisfaction of the customer.
If the transport agency is responsible for the complaint, Genius Nutrition will resolve the incident at the earliest possible time and will provide the customer with a response with a view to replacing, returning or refunding the order to the complete satisfaction of the customer.