Refund Policy

Effective: November 28, 2025

1) All Sales Final

For the safety of our community and due to the hygienic nature of personal-care products, all sales are final. We do not accept returns and do not issue refunds once items leave our facility.

2) Damaged in Transit

● If your product arrives damaged, we will reship the same item(s) at no cost.
● Please email support@itsgenetiques.com within 48 hours of delivery and include:

Order number
Photos of the outer box, inner packing, and damaged item(s)
A brief description of the damage

● If the original item is unavailable, we’ll issue a store credit for the item value or provide a reship date.
● Note: Packages scanned Delivered by the carrier are not eligible for replacement due to theft or misplacement (see Shipping Policy §8).

3) Wrong Item or Manufacturing Defect

● If we shipped the wrong item or there’s a manufacturing defect, contact us within 7 days of delivery with photos and your order number.
● Upon verification, we’ll reship the correct item or a replacement at no cost. If
unavailable, we’ll issue store credit.

4) Cancellations & Order Edits

● We can cancel or edit orders within 60 minutes of purchase if the order has not entered fulfillment. After that time, the order is locked.

5) Exchanges

● We do not offer exchanges. If an item was damaged in transit or incorrect, we will reship as described above.

6) Natural Variations

● Our products are naturally derived and produced in small batches. Minor differences in color, thickness/viscosity, or natural separation can occur and are normal. Please shake well before use.
● Slight scent variation within a natural range is also normal.

7) Sensitivities & Patch Testing

● If you are sensitive to new products, perform a patch test prior to full use. Discontinue use if irritation occurs and consult a physician if needed. Ingredients are listed on each product page.

8) Refused or Unclaimed Deliveries

● Refused or unclaimed deliveries are not eligible for refunds. If the package is returned to us, we can re-ship for the carrier re-ship fee once we receive it back.

9) Chargebacks

● If you believe a charge is in error, contact support@itsgenetiques.com so we can investigate quickly. Initiating a chargeback may delay resolution; we’ll provide tracking, proof of delivery, and correspondence to the payment processor as needed.

10) How to Submit a Support Request

Email: info@itsgenetiques.com with your order number, a brief description, and photos (for damage/defect). Our team responds within 1–2 business days.

11) Warranty & Limitation of Liability

● Except as expressly provided above, products and services are provided “as is” without additional warranties.
● To the fullest extent permitted by law, Genetiques’ total liability related to a purchase is limited to the amount you paid for the product(s) in question.