Return Policy
Cancelling your order:
Before dispatch
If you would like to cancel your order before the product has been dispatched to you, please contact our customer services team via email at sales@gen-too.co.uk, quoting your order number. If your order has not yet left our warehouse, we may be able to cancel the order and issue a refund once confirmed.
What if my order has already left the warehouse?
As we aim to dispatch items as quickly as possible, it may already be on its way to you. If this is the case, we will confirm this and help you to arrange a return.
Under the Consumer Contracts Regulations, you have the right to cancel your order and obtain a refund for any item purchased when ordering either over the telephone or via the internet.
You are entitled to cancel your order, provided that you tell us you want to cancel the order no longer than 14 days after the day on which you receive your goods, or in the case of a multiple order, the last part of the order (other than any goods which you have pre-ordered which will have separate cancellation rights).
You should let us know that you wish to cancel before the cancellation period (stated above) has expired. You must inform us of your decision by a clear statement (e.g. a phone call, or letter sent by post or e-mail).
If you write to us, this should be sent to us at Customer Services, 27 Old Gloucester Street, London, WC1N 3AX , although please ensure the letter reaches us in time or email sales@gen-too.co.uk
Please quote your order number when advising of your intention to cancel.
You should return the goods to us, following our Returns Procedure, or hand them to us at our return address as stated in the return confirmation email, within 14 days of cancellation.
If you receive your item and it is faulty, damaged, or develops a fault under normal use (defined under the manufacturer’s warranty. The warranty doesn’t cover consumable parts such as filters) within 30 days of delivery, then you can return it to us for repair, replacement or refund. To do this you will need your proof of purchase.
To initiate a return by post you must contact us via our email address: sales@gen-too.co.uk, quoting your order number and details of the fault. If you can, please also attach images or a short video that demonstrates the problem.
Following a phone-based assessment, we’ll arrange for a pre-paid label for your return for repair, replacement or refund.
All returns are assessed by a Gentoo Ltd and the fault must be confirmed before further action can be taken. This assessment process can take up to five working days from us receiving the product.
All components must be returned in the box with your item. If no fault is confirmed, the item will be returned to you. We may charge you to return the product in these circumstances.
If you cancel your order we will refund the price you paid for the goods (subject to certain possible deductions which are detailed in these terms), including the costs of delivery to you, within 14 days of our receiving the return, as long as it meets all of the requirements detailed.
Please note that we are permitted by law to reduce your refund to reflect any reduction in the value of the goods if this has been caused by your handling of them in a way which would not be permitted in a shop; for example if the goods have been used, parts are missing or security / hygiene seals have been broken.
We will process your refund as soon as possible and in any event not later than 14 days after the day we receive back from you any goods supplied, as long as it meets all of the requirements detailed in our Returns Policy. If you cancel your contract before goods have been sent to you, we will process your refund no later than 14 days after the date we receive your product. We will make the reimbursement using the same means of payment as you used for the initial transaction.
We may withhold your refund until we have received the goods back or you have supplied satisfactory evidence of having sent back the goods, whichever is the earliest.
You must take reasonable care of the products, and return them undamaged to us. Products need to be returned in their original packaging and you will need to ensure that the package is sufficiently robust to minimise the risk of transit damage.
Goods are returned to us at your risk and we may make a deduction from the reimbursement for goods when these are returned to us damaged or if they have been handled in a manner beyond what is necessary to establish the nature, characteristics and functioning of the goods.
If you change your mind about your purchase, you can use our tracked courier service for returns. There is a charge of £20 for each item to be returned which will be taken from your credited amount.
If you choose to return by post, it is your responsibility to ensure that the item is returned to us in a safe and secure manner. Gentoo Ltd cannot be held responsible for any damage caused during posting. If not using one of our services above, we suggest that you use a recorded postal/courier service. The address to return the items to will be confirmed during the return process.
Refunds will be processed using the original payment method.
The goods must be returned in an “as new” condition with all components included in their original box and packaging. Items returned without original packaging may be damaged in transit - the purchaser accepts all liability for any damage and loss of value incurred.