📦 GenesisPC – Cancellation & Return/Replacement Policy

---

A. ❌ Order Cancellation Policy

We allow cancellations for all orders unless the product page specifically mentions that the item is non‑cancellable.

---

💳 Cancellation Fee by Payment Method (If Order Is Not Shipped Yet)

• 🟣 UPI / Paytm Wallet: 2% of order value
• 🟦 Credit Card: 3% of order value
• 🟠 Other Methods (Debit Card / Netbanking / Wallets): 2% of order value
• 🔲 Fulfilment Fee: Applicable as shown in Cancellation Fees

These charges are applied because payment gateways do not refund their processing fees.
Additional GST is charged on gateway fees as per government regulations.

---

📮 When Is an Order Considered “Shipped”?

An order is considered shipped once we share a tracking number with you.

• If the order is not shipped, only the payment‑method cancellation fee applies.
• If the order has been shipped, cancellation is still possible, but shipping + fulfillment charges will also apply.

---

 

📊 How We Calculate Cancellation Fees (For Shipped Orders)

Cancellation Fee = Forward Shipping + Return Shipping + Fulfillment Cost + Payment Gateway Fee

---

🚚 Cancellation Fees – Free Shipping Orders

1. Small Accessories

• Forward Shipping: ₹50
• Return Shipping: ₹50
• Fulfillment Cost: ₹20
  ✅ Total = ₹120

2. Keycaps / Large Accessories

• Forward Shipping: ₹90
• Return Shipping: ₹90
• Fulfillment Cost: ₹30
  ✅ Total = ₹210

3. Keyboards / Large Items

• Forward Shipping: ₹125
• Return Shipping: ₹125
• Fulfillment Cost: ₹50
  ✅ Total = ₹300

📌 Applicable Charges Payment Gateway Fee

• UPI / Paytm: Add 2%
• Credit Card: Add 3%
• Other Methods: Add 2%

🔍 Note:

These values are examples based on average courier charges.
Actual shipping costs may vary depending on courier rates at the time of shipping.

---

🚚 Cancellation Fees – Express Shipping

1. Small Accessories

• Shipping: ₹80
• Return: ₹80
• Fulfillment: ₹20
  ✅ Total = ₹180

2. Keycaps / Large Accessories

• Shipping: ₹120
• Return: ₹120
• Fulfillment: ₹30
  ✅ Total = ₹270

3. Keyboards / Large Items

• Shipping: ₹160
• Return: ₹160
• Fulfillment: ₹50
  ✅ Total = ₹370

📌 Applicable Charges

• UPI / Paytm: Add 2%
• Credit Card: Add 3%
• Other Methods: Add 2%

🔍 Note:

These Express charges are only examples.
Actual Express shipping fees will depend on the real courier cost at the time your order is shipped.

---

B. 🔄 Return & Replacement Policy

---

🎥 Unboxing Video Requirement

An unboxing video is mandatory if you claim:

• "Used product delivered"
• "Damaged product delivered"
• "Defective product delivered"
• "Different product delivered"

A valid unboxing video must be:

• Continuous (no cuts, edits, or pauses)
• Clearly showing the package + product being opened
• Tampered/edited videos will lead to denial of refund/replacement.

---

🚫 Non-Returnable Items

These items cannot be returned:

• Gift cards
• Downloadable software
• Thermal paste
• Tools & accessories
• Consumable items
• Perishable goods
• Intimate/sanitary products
• Hazardous materials / flammable liquids or gases

---

B1️⃣: Return Process

• Return/Replacement is valid only within 24 hours of delivery.
• If you contact us after 24 hours, the claim will be treated under warranty, if applicable.
• We coordinate with the manufacturer for issue resolution—this may take additional time.
• Electronics items will be replaced with the same model.
• If the product is out of stock → Refund is issued (see Section B5).
• A receipt / proof of purchase is mandatory.
• Once approved, return instructions will be emailed to you.

---

B2️⃣: Returns for "Used / Damaged / Defective / Wrong Product"

Steps to Follow

1. Contact us within 24 hours of delivery.
2. Upload your unboxing video on any accessible platform (Google Drive, YouTube, etc.).
3. We will review the video for authenticity and verify the issue.
4. Do not use the product; keep it sealed and include all original accessories.

⚠️ Important

• If the returned item shows any signs of use, only 70% of the product value will be refunded.
• Even if the delivered item is wrong, it must remain unopened and unused.
• If a wrong item is opened or used by the customer, a 30% restocking fee will be deducted from the refund amount.
• Used, handled, or tampered products cannot be accepted as “wrong/damaged/defective” returns without deductions.

---

B2.1 ❗ Order Marked Delivered but Not Received

• Notify us within 48 hours.
• Courier partners allow only a 48-hour window to raise complaints.
• Investigations may take up to 10 business days.
• If not reported within 48 hours → We cannot assist further.

---

B3️⃣: Late or Missing Refunds

If your refund has not arrived:

1. Check bank account
2. Contact your card issuer/bank
3. Refunds take 3–7 business days to reflect

If still unresolved:
📧 service.genesispc@gmail.com

---

B4️⃣: Sale Items

Sale items are non-refundable.
Only regular-priced items qualify for refunds.

---

B5️⃣: Replacement / Refund Rules

Eligibility

• Only defective or damaged items are eligible.
• After approval, ship the item within 2 days, or request a pickup (if serviceable).
• Refund issued only if the product is out of stock.

---

B5.1 🛠️ Defective Product

After receiving the product:

• Inspection takes 2 business days
• If accessories are missing OR damage is caused by customer →
  Product is returned after charging both-way shipping
• If replacement: ships within 2 business days
• If refund: initiated within 24 hours after inspection

---

B5.2 📦 Damaged Product

All products are insured.
If a customer reports damage:

• We file a claim with the courier
• Replacement is provided only after courier investigation completes

---

B5.3 🚫📦 Wrong Product Received

• A valid unboxing video is mandatory for wrong‑product claims.
• The wrong product must be unopened, unused, and in brand‑new sealed condition.
• It is the customer’s responsibility to verify the product model before opening the box.
• If the wrong product is opened and then returned, a 30% restocking fee will be applied.

---

B5.4 🚚 Return Shipping Rules

• During return/replacement period → Free return pickup (if serviceable)
• During warranty → Customer must ship the product to us
• Return shipping for warranty replacement is free

⚠️ Note

We are not responsible for damage caused during transit due to poor packing by the customer during return shipments.