退款政策

Refund Policy

Last updated: 18 September 2026

We hope you are pleased with your Genki Body purchase. This policy explains your rights and how to request a return, refund, replacement or cancellation.

Cancelling an Order Before Dispatch

If you wish to cancel or amend an order before it has been dispatched, please contact us as soon as possible through our Contact Us page.

We will try to accommodate your request, but we cannot guarantee that an order can be changed or cancelled after it has entered the dispatch process.

Your Right to Cancel an Online Order

If you are a consumer in the United Kingdom, you may cancel your order within 14 days of receiving the goods without giving a reason.

To exercise this right, you must notify us clearly within the 14-day cancellation period through our Contact Us page. You then have a further 14 days to return the goods.

Please do not send a return before contacting us. We will provide the correct UK return address and return instructions. Contacting us for return instructions does not affect your statutory right to cancel.

Return Condition

You may inspect the product as you reasonably would in a shop. Please handle it carefully and return it with all supplied accessories, manuals, protective materials and original packaging where reasonably possible.

If the product has been handled or used beyond what is reasonably necessary to establish its nature, characteristics and operation, we may make a deduction from the refund to reflect any reduction in value, where permitted by law.

For hygiene and safety, please avoid using the device directly on the skin if you may wish to return it. This does not affect your rights where the product is faulty, damaged, unsafe, not as described or otherwise does not conform to the contract.

Change-of-Mind Return Costs

For a change-of-mind return, the customer is responsible for the direct cost of returning the product.

We strongly recommend using a tracked and appropriately insured delivery service. The customer remains responsible for the returned parcel until it is delivered to us.

If we supplied the wrong product, or the product is faulty, damaged on arrival or not as described, we will cover reasonable return costs or provide an appropriate return method.

Faulty, Damaged or Incorrect Products

Please contact us as soon as possible if your product:

arrives damaged;
is faulty or unsafe;
is not as described;
is missing parts; or
is not the product you ordered.

Please provide your order number, a description of the problem and, where reasonably possible, clear photographs or video showing the issue. We may ask you to carry out reasonable troubleshooting steps to help identify the fault.

Where required by law, we will offer an appropriate remedy, which may include a refund, repair or replacement. Your statutory rights are not affected by this policy or by any manufacturer’s warranty.

Refunds

Once we receive the returned product, we will inspect it and process any refund due within 14 days.

Approved refunds will be issued to the original payment method. The time taken for the funds to appear may depend on your bank or payment provider.

When an order is cancelled under the statutory cancellation right, we will refund the product price and any standard outbound delivery charge paid. Additional charges for an upgraded or express delivery service are not refundable beyond the cost of our standard delivery option.

Refused or Uncollected Deliveries

If a parcel is refused, not collected, or returned because an incorrect or incomplete delivery address was supplied, we may deduct reasonable costs that we have incurred where permitted by law.

This does not limit your statutory rights where the product is faulty, damaged, not as described or where we have failed to fulfil the order correctly.