Returns & Refunds.

Returns are accepted only if goods arrive damaged, faulty or incorrect, or if items are missing from your delivery. Change-of-mind returns are not accepted, and we cannot accept returns for goods ordered in error.

• Visible damage, shortages or incorrect items: note them on the courier's delivery note where possible, and report them to us within 1 working day of delivery.
• Hidden faults (faults that could not reasonably be seen on delivery): report them within 2 working days of discovery, and no later than 4 working days after delivery.

Claims made outside these time limits cannot be accepted.

Email procurement@genesisblack.co.uk with:

• your invoice number and customer account number;
• the product code and batch number (where shown) of each affected item, and the quantity affected;
• clear photographs of the affected goods, the inner and outer packaging, and the shipping label;
• for shortages, a photograph of everything received and a note of what was signed for on the courier's delivery note.

A short video is helpful. Where photographs do not clearly show the problem, for example a hidden fault or a missing part, we may ask for a video, including an unboxing video, before we can assess the claim.

We check every claim fairly against the evidence. This may include our dispatch records (such as packing photographs, item and carton counts and parcel weights) and the courier's proof of delivery and delivery weights.

Goods that are the subject of a claim must be kept unsold, unused and in their original packaging, and made available for inspection or collection. Please also keep the outer packaging, as we may need it to make a claim with the courier. If goods are sold, used, thrown away or not made available, we cannot accept the claim.

If we collect or inspect goods and find they were not damaged, faulty or incorrect, or that the problem was caused after delivery, the claim will be declined. In that case we may return the goods to you, or make them available for collection, at your cost.

• Problems caused after delivery or by you, for example incorrect storage or handling, misuse, or incorrect order or delivery details. In these cases you are responsible for any resulting cost or loss.
• Changes to packaging or labelling made by the manufacturer, where the product itself is correct.
• Marketplace, platform or brand restrictions on where you can sell the goods.
• Claims made outside the time limits above, or without the information we ask for.

Once a claim is approved, we will provide a replacement, credit or refund for the affected items only, at our option. Where a replacement is sent, we will arrange and pay for its delivery, and for collection of the affected goods if needed.

Refunds are made by bank transfer to the business bank account the original payment came from, or as a credit on your trade account. Refunds or credits are issued within 14 days of the claim being approved.

We deal with every customer in good faith and expect the same in return. Providing false or misleading information or evidence in a claim is a serious breach of our Terms of Trade. If this happens, we may decline the claim, close the account, recover our reasonable costs, and report suspected fraud to the relevant authorities.

This policy applies to business customers only. It works alongside our Terms of Trade, which set out our full responsibilities to you.