We promise to return your money back if the item you received is not as described, or if your item is not delivered within the Buyer Protection period. You can get a refund 15 days after the claim process is finished. This guarantee is in addition to and does not limit your statutory rights as a consumer, as granted by all mandatory laws and regulations applicable in your country of residence.
1. Contact Seller
Go to your order history and select the item. Discuss the issue with the seller and see possible solutions.
2. Apply for a Refund
If you can’t come to an amicable agreement after contacting the seller, simply raise a claim by opening a dispute within 15 days following the delivery of your order or the end of the package receipt confirmation period (as listed in your order details).
3. Get Money Back in 15 Days
Most sellers will return your money in 15 days, however; if it’s not resolved, you can contact HeyGenius from the order detail page to escalate your dispute.
Sellers that offer ‘Free Return’ service will have ‘Free Return’ icon on their item details page. With ‘Free Return’ service, you get 15 days (on top of the on-time delivery date) to decide if you want to keep or return the item for any reason, as long as it is unused, unwashed and in its original condition – complete with the original packaging, tags, etc. It’s easy and fast!
The seller must comply with other relevant legal requirements (warranty, return, etc.) that may be applicable depending on your location as a buyer. For instance, in most EU countries you will generally have a 2-year legal conformity warranty and a 14-day right to return (please note that in case of a return, the buyer must bear the cost of returning the products to the seller).