Please check for any defects after receiving the product, as Genoplan accepts product return upon the following cases.
Please contact Genoplan for a refund within 8 days of receiving the product. Product return and refund may not be possible if the packaging is damaged, or the product has been used after return inquiry has been submitted (only unopened, unused products are accepted for returns). Refund will be made within 10 business days after product return confirmation, and the customer is responsible for return delivery fees in the case of refunds due to customer’s personal reasons.
If the product has any defects, Genoplan is responsible for full refund of the defective product. In this case, contact Genoplan within 8 days of the receipt of delivery. However, return of the product is unavailable when any of the conditions from Article 16 (2) in ‘Terms of Service’ (https://www.genoplan.com/jp/#/policy/terms) is applicable. Genoplan is responsible for return delivery fee in the case refunds due to product defects.
If 8 days have passed from the date the customer received notice of the contract details in accordance with the relevant laws and regulations, then return of the product will not be possible even if there is a defect in the product, except in the case where there is a manufacturer’s warranty or legislation.
Regardless of the above, if the contents of the product are different from the advertised details or the provided contracts, customer can contact Genoplan within 3 months of receiving the product, or within 30 days of realizing the irregularities, whichever is earlier. In this case, Genoplan will refund full price of the product as well as the return delivery fees.
For any other problems in regards to the product, Genoplan is only responsible and limited to the cases outlined in Article 24 of ‘Terms of Service’ (https://www.genoplan.com/jp/#/policy/terms).