Warranty & Returns

WE ARE HERE FOR YOU HERE FOR YOU

Whether you have a complaint, want to return an item, or have a general question – you’ll find all the important information here quickly and easily.

Defective Items How we proceed

Incorrect Items How to proceed

Delivery Issues Important information

Transport Damage How to report it

Wrong Delivery What should you do?

Complaint

HOW TO REPORT A DEFECT OR PROBLEM

Please have the following information ready:

Invoice number

Photos/videos of the defect

Detailed description of the issue

Serial number (if available, you can often find it on the invoice)

Then contact us with this information so that we can process your request as quickly as possible.

Important tips for
quick processing

✓ Provide complete information

✓ Submit clear, informative photos

✓ Describe the issue as precisely as possible

✓ Provide the serial number, if available

Withdrawal

RETURNS WITHIN 14 DAYS

You can return the goods to us within 14 days of receipt without giving any reason. The buyer is responsible for the return shipping costs. Collection by a freight forwarding company may incur costs of up to €180.

! The following are excluded from the right of withdrawal:

Contracts for the supply of goods that are not prefabricated and for the production of which an individual choice or decision by the consumer is decisive, or which are clearly tailored to the consumer’s personal needs.
Contracts for the supply of goods if, due to their nature, they have been inseparably mixed with other goods after delivery

Please send returns to the following address:

Genesis Import GmbH / Returns

Gewerbering-Süd 8

97359 Schwarzach am Main

Withdrawal form ›

ⓘ Important Information

In general, all items can be returned in accordance with the applicable legal provisions. Complaints are reviewed individually. The review may take up to 14 working days.

Contact

If you wish to withdraw from the contract, please contact us using the following text and information:

“I, [first name, last name], hereby withdraw from the contract concluded by me for the purchase of the following goods [products] / the provision of the following service [service].”

Genesis Import GmbH
Gewerbering-Süd 8
97359 Schwarzach am Main, Germany
info@genesis-import.de

Please include the following information:

Ordered on [DD.MM.YYYY] / Received on [DD.MM.YYYY]
Name
Adress
Signature (only required if submitted on paper)
Date [DD.MM.YYYY]

Any parts of this message that do not apply can simply be deleted.