GenesisPC – Cancellation, Return & Replacement Policy

Section A: Order Cancellation Policy

Order cancellations are permitted for all standard purchases unless a specific product listing explicitly designates an item as non-cancellable.

Cancellation Fees by Payment Gateway (Unshipped Orders)

• UPI / Paytm Wallet: 2% of transaction value
• Credit Card: 3% of transaction value
• Other Methods (Debit Card / Netbanking / Wallets): 2% of transaction value
• Fulfillment Fee: Applicable as itemized in the shipping schedule below

These non-refundable charges account for standard payment gateway merchant processing deductions and statutory GST levied on digital transactions.

Definition of a "Shipped" Order

• An order is officially deemed Shipped the moment an Air Waybill (AWB) or tracking identifier is generated and assigned.
• Orders cancelled prior to shipping incur only the designated payment gateway fee.
• Orders cancelled after dispatch incur the payment gateway fee along with forward shipping, return freight, and fulfillment handling costs.

Deduction Schedule for Shipped Cancellations

Formula: Total Cancellation Deduction = Forward Shipping + Return Freight + Fulfillment Handling + Payment Gateway Fee

Note: The fee values and shipping rates listed above are illustrative baseline examples. Actual deductions depend on real-time courier freight costs, package volumetric weight, and destination tier, and will be calculated and formally communicated via email at the time of return/cancellation processing.

(Scroll horizontally to view the full table on mobile devices)

Failed Deliveries and Return to Origin (RTO)

Consignments returned to origin (RTO) due to recipient-side logistics failures will be treated as Shipped Cancellations. Applicable forward freight, return freight, fulfillment fees, and gateway charges will be deducted from any eligible refund. This condition applies to:

• Delivery refusal at the consignee address.
• Incorrect address details, non-matching postal codes, or invalid phone numbers.
• Failure to respond to automated delivery notifications: When a delivery attempt is unsuccessful (including instances involving disputed courier status updates or false delivery attempts), our logistics partners dispatch real-time re-attempt alerts via WhatsApp and Email. It is the customer's direct responsibility to engage with these notifications, verify delivery instructions, or request a re-attempt. Inaction, missed notifications, or failure to coordinate with the courier resulting in an RTO is classified as customer-induced default.

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Section B: Return & Replacement Policy

Mandatory Continuous Unboxing Video Requirements

A verified unboxing video is strictly mandatory to file any claim regarding transit damage, out-of-box defects, incorrect shipments, or pre-used goods. Please review our full instructions on the Unboxing Video Guidelines page.

Submitted footage must meet the following criteria:

• Single Continuous Take: Must be completely uncut, unedited, and recorded in a single continuous take from start to finish without pauses or frame skips.
• Complete Outer Box Inspection: A full 360-degree view of the parcel must be shown, clearly displaying all outer sides, corners, and intact tamper-evident security tape prior to cutting or slitting any tape.
• Readable Consignment Label: The shipping label, recipient details, and AWB tracking barcode must be presented in clear, legible focus.
• Immediate Unpacking and Testing: The product must be unpacked on camera, and the defect, damage, or discrepancy must be demonstrated in real time.

Non-Returnable Product Categories

• Digital gift cards, promotional vouchers, and credits
• Downloadable software, license keys, and firmware activations
• Thermal pastes, liquid metal, thermal pads, and switch lubricants
• Mechanical switch openers, modding tools, and DIY assembly supplies
• Consumables, general cleaning products, and keycap pullers
• Hazardous goods, compressed aerosols, or flammable maintenance solutions

Section B1: Return Windows and Eligibility

• 48-Hour Notification Window: Claims regarding products received damaged, pre-used, or physically differing from the invoice must be officially registered within 48 hours of carrier delivery confirmation.
• 7-Day Manufacturing Defect Window: Functional hardware faults, out-of-box PCB malfunctions, and internal manufacturing defects are eligible for replacement or return within 7 calendar days of delivery.
• Post-Window Warranty Transition: Any issues reported after these respective periods will be managed strictly under the terms of the applicable brand or manufacturer warranty.
• Stock Priority Protocol: Defective electronic equipment will be replaced with an identical SKU/model. A refund is authorized only if replacement inventory is entirely exhausted.
• Proof of Purchase: A valid tax invoice issued by GenesisPC is required to process any claim.

Section B2: Claims Procedure by Incident Type

1. Used, Damaged, or Incomplete Products (48-Hour Deadline)

• Filing Process: Notify our team within 48 hours of delivery. Provide accessible direct cloud links (Google Drive, unlisted YouTube) containing the continuous unboxing recording alongside clear, well-lit photographs of the damage.
• Inventory Handling: Cease using the hardware immediately. Maintain the product, protective films, internal foam trays, manuals, cables, and packaging inserts in their original state.
• Handling Deductions: Products showing customer handling, fingerprint oils, removed protective films, or unauthorized modifications will forfeit complete claim coverage.

2. Defective or Malfunctioning Products (7-Day Deadline)

• Filing Process: Register a technical support ticket within 7 days of delivery. Include an operational video clearly demonstrating the specific functional failure (such as dropped keystrokes, sensor disconnects, or dead LEDs).
• Covered Scope: Covers factory manufacturing defects only. Accidental impact, liquid ingress, bent switch contact pins caused by improper hot-swap installation, structural damage from opening the casing, or corrupted firmware resulting from third-party flashing are entirely excluded.
• Inclusions: All manufacturer retail packaging, serial stickers, bundled adapters, and accessories must be returned intact.

3. Incorrect Product Delivered and Higher-Value Shipments

• Verification Before Opening: Consignees must verify the product model name and part number printed on the outer retail packaging before breaking the factory seals. Incorrect shipments must remain completely sealed and untouched.
• Restocking Deductions on Opened Goods: If a wrong product is opened, unsealed, or tested, an automatic 30% restocking fee will be deducted from any final settlement. If the product is used beyond open-box condition, the return request will be denied.
• Higher-Value Misdelivery Provision: In the event that an item of higher commercial value than the invoiced product is delivered by error, legal title does not transfer to the recipient. The customer is obligated to immediately notify GenesisPC and cooperate with reverse logistics. Retaining, unsealing, utilizing, reselling, or refusing to return an unintended higher-value shipment constitutes unlawful retention of property. GenesisPC reserves the full right to issue an invoice for the price differential, adjust accounts, and initiate formal recovery proceedings.

4. Consignment Marked Delivered but Not Received (48-Hour Deadline)

• Notification of non-receipt must be submitted within 48 hours of the delivery timestamp updated by the courier.
• Courier networks enforce a strict 48-hour cutoff to register non-delivery fraud claims. Formal investigations require up to 10 business days.
• Reports filed after the 48-hour window cannot be disputed with logistics providers, and GenesisPC accepts no liability for delayed notifications.

Section B3: Refund Settlement Timelines

• Authorized refunds are credited back to the original source payment method (bank account, credit card, or payment wallet).
• Banking channels and payment processors typically require 3 to 7 business days to process the credit once released.
• For refund inquiries exceeding the stated turnaround time, contact service@genesispc.in.

Section B4: Clearance and Promotional Items

• Items purchased under clearance sales, promotional events, or special markdowns are strictly non-refundable due to personal preference or change of mind.
• Clearance items that arrive dead on arrival (DOA) or physically damaged in transit remain fully covered for an identical replacement. A refund will be initiated only if replacement stock cannot be fulfilled.

Section B5: Replacement and Operational Guidelines

Core Operational Policies

• Exclusion for Incompatibility and Personal Preference: Computer peripherals, switches, and electronic components are strictly non-returnable on grounds of acoustic profile, key-feel preference, hand shape, aesthetic considerations, or operating system/platform incompatibility. Buyers must verify hardware and software specifications prior to order placement.
• Return Dispatch Timeline: Following the receipt of return instructions via email, the buyer must dispatch the consignment (or surrender it to the scheduled reverse courier) within 5 calendar days. Failure to dispatch the package within 5 calendar days renders the return authorization permanently void.
• Return Packaging Standards: Whether utilizing an arranged courier pickup or customer self-shipping, the original retail product packaging must be placed inside a secondary, rigid cardboard shipping carton secured with bubble wrap or adequate protective filler. Direct handover of the bare retail box to courier personnel, or affixing shipping waybills and adhesive tapes directly onto the manufacturer packaging, will result in an automatic 20% packaging damage deduction. GenesisPC is not liable for products damaged, crushed, or lost in transit due to improper or insufficient customer packaging.

Section B5.1: Defective Product Inspection Protocols

• Technical Evaluation: In-house laboratory bench diagnostics require up to 2 business days following arrival at our facility.
• User-Inflicted Faults and Missing Parts: If diagnostics identify customer-induced damage, structural tampering, liquid exposure, or missing bundled components, the return/warranty claim will be formally rejected, and the unit will be returned to the customer only after both-way shipping charges are settled in full.
• Abandoned Goods Clause: If return shipping charges for rejected claims remain unpaid for 14 calendar days from formal notification, the merchandise will be deemed abandoned and scrapped without financial compensation.
• Resolution Turnaround: Verified replacements ship within 2 business days; out-of-stock refunds are processed within 24 hours of inspection sign-off.

Section B5.2: In-Transit Damage Processing

• Inbound consignments are covered under standard carrier transit insurance.
• Following the submission of valid continuous unboxing documentation, a formal claim is opened with the carrier.
• Replacement units will be dispatched as soon as the logistics investigation reaches preliminary verification (typically up to 10 business days).

Section B5.3: Return Logistics and Shipping Expense Reimbursement

• Claims Inside the Return Window (48 Hours for Damage/Wrong; 7 Days for Defect): Reverse pickup is arranged free of charge if the customer’s postal code is serviceable by our contracted courier partners.
• Self-Shipment / Non-Serviceable Postal Codes (Delhivery Direct): If reverse pickup cannot be scheduled for the designated pin-code, the customer must book return shipping through Delhivery Direct, ensuring exact weight and volumetric dimensions are declared. GenesisPC will reimburse verified return freight expenses up to a maximum limit of ₹150 upon provision of the initial booking receipt and verification of a valid claim. Because the customer serves as the consignor/shipper for self-booked parcels, any subsequent volumetric weight discrepancies, auditing surcharges, or supplementary penalty debit notes raised by Delhivery Direct remain the sole liability of the sender. GenesisPC reimburses solely the initial booking fee up to the ₹150 cap.
• Claims During the Extended Warranty Period (Post 7 Days): The buyer covers all packaging, handling, and shipping expenses required to transport the product to the GenesisPC technical center. GenesisPC covers the return shipping costs to send the serviced or replaced hardware back to the customer.

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