Shipping & Returns

Shipping Policies

Once the transaction is completed, Genes agrees to send the products within a period of five (5) to ten (10) business days, and deliver them to the address designated by the user. Business days are those that go from Monday to Friday, with the exception of holidays or public holidays.

It is the responsibility of the user that the shipping data is correctly provided. In case there is a change in the delivery address provided during the purchase, it will be the responsibility of the user to inform Genes of this before the product has left for delivery.

Genes guarantees up to two delivery attempts to the address designated by the user. In case the delivery cannot be made on the second attempt, Genes will contact the user to inform them that they must pick up their order at the Genes offices. The user can request a third attempt; however, the user must bear the logistics cost of shipping.


Exchange and return policies

If the product has a production failure, the user may return it within a period of up to five (5) calendar days from the date of delivery of the product. To return the product, the user must contact Genes to manage the return.

To access the return, the products must not have been used, nor show wear or damage of any nature, and must have their original labels and packaging, as they were delivered to the user. All product returns go through a quality control process, where it is verified whether or not their status is suitable for return.

Once the return request is processed, Genes will send a message confirming the approval or rejection of your request.

If the failure is due to a product deficiency, the user may request to exchange it for an equal one in perfect condition, or may exchange it for any product in the store considering a balance equivalent to the price paid for the returned product. It should be noted that this warranty does not cover damage caused by accident, misuse, poor treatment, regular use, cracks or theft.