Refund policy

This policy explains how to request cancellation of a one-time order, return eligible products and obtain a replacement or refund for purchases made through our US store. It forms part of our Website Terms and Conditions. Subscription cancellations are covered separately by our Purchase Options Cancellation Policy.

Cancelling an order before shipment

If you wish to cancel an order, contact helpdesk@igennus.com as soon as possible and provide your order number. We will try to cancel the order before it is transferred to our fulfillment partner. Once an order has been transferred to our fulfillment partner, we cannot guarantee that it can be cancelled before shipment.

If the order has already been shipped or delivered, it must be returned in accordance with the change-of-mind return process below. Subscription cancellations are governed by our Purchase Options Cancellation Policy.

Change-of-mind returns

Under our voluntary cancellation and returns policy, you may cancel an eligible order by notifying us in writing within 14 calendar days after receiving the products. If products from one order are delivered separately or in installments, the 14-day period begins when you receive the final product or installment. You do not need to provide a reason, but your notification should include your order number.

You must return the products within 14 calendar days after notifying us. Contact helpdesk@igennus.com before sending anything so that we can provide the correct return instructions and return address.

Return condition

Unless a product is damaged, defective, incorrectly supplied or not as described, it must be returned unused and unopened, in resalable condition and in its original undamaged packaging, with any security seal or strip intact.

For health-protection and hygiene reasons, products are not eligible for a change-of-mind return once their containers, security seals or security strips have been opened or the products have been used. This restriction does not apply where a product is damaged, defective, incorrectly supplied or not as described, or where applicable law provides otherwise.

Return shipping

For a change-of-mind return, you are responsible for the cost of returning the products. We recommend using a trackable shipping service and keeping proof of shipment. You remain responsible for the returned products until they are received by us or our designated returns provider.

If the return is required because a product is damaged, defective, incorrectly supplied or not as described, we will provide return instructions and reimburse or arrange reasonable return shipping where appropriate.

Damaged, defective or incorrect products

If a product arrives damaged, is defective, is not as described or is not what you ordered, contact helpdesk@igennus.com promptly and ideally within 14 calendar days after receipt. Please retain the product and its packaging while we investigate.

We may ask for photographs, the lot or batch number, product code, expiration date, proof of purchase or return of the product. Where appropriate, we will provide a replacement or refund. The request to contact us promptly does not limit any rights or remedies available to you under applicable law.

Refunds

We will refund the purchase price of products accepted for return under this policy. Unless the return results from our error or a damaged, defective or incorrectly supplied product, original and return shipping charges are not refundable. Any approved refund will be made to the original payment method. Your bank or payment provider may require additional time to make the funds available.

We may wait until the returned products are received and inspected before issuing a refund. Where an order included a free promotional gift and the retained order no longer qualifies for that gift, we may require the unused gift to be returned or, to the extent permitted by law, deduct its stated value from the refund.

Rewards and promotional discounts

If an order or product is refunded, reward points awarded for the refunded purchase may be removed from your Rewards account. Discounts and promotional benefits will be recalculated based on the products retained, in accordance with the applicable offer terms.

For cancellations, returns, delivery problems or refund questions, email helpdesk@igennus.com and include your order number. We will provide the appropriate return address and instructions. Please do not send a return to a business or warehouse address unless our support team has confirmed that address for your return.

Nothing in this policy excludes or limits any rights or remedies that cannot lawfully be excluded or limited under applicable law.