Offer
1. General provisions
1.1. We adhere to the principle of mutual respect. Our online store does not follow the "the customer is always right" approach.
1.2. Our company policy provides for communication solely in a polite and constructive manner. This rule applies to both parties — both store representatives and customers.
1.3. Employees have the right to refuse service to a customer in cases where:
- communication goes beyond ethical norms
- there is disrespect, belittling or an aggressive tone
- the customer deliberately provokes a conflict
We do not tolerate such treatment for the sake of profit. Our team is convinced that neither profession, nor social status, nor any other factor gives anyone the right to treat people with contempt.
2. Inspecting the product
Before collecting your product from "Nova Poshta", open the package and make sure everything meets your expectations. This will help you significantly reduce return costs in the event of a manufacturing defect or if you do not like the product. When receiving an order by "cash on delivery", be sure to inspect the product upon receipt and, if possible, try it on right at the branch.
3. Returning a product
You may return a product within 14 days of purchase. To use this option, take the following steps:
3.1. Make sure the product is eligible for return under the rules described in this document.
3.2. Make sure the product has not been used, is complete, and that all tags and the original packaging have been kept.
3.3. Contact our representative and state that you wish to return the product, indicating the reason.
3.4 Fill in the "Product Return Form" available at the link: Product Return Form
3.5 Also send the refund details (full name, tax ID and IBAN) to our representative in the chat.
3.6 Send the product together with the Product Return Form via the Nova Poshta LLC delivery service (without cash on delivery) to the address provided by our representative, having paid for the delivery service in advance.
3.7 A refund is issued only after the product has been checked for compliance with the conditions specified in clause 6.
3.8. Delivery costs and postal operator fees are not reimbursed.
3.9. The refund is issued within 7 days from the moment we receive the product.
*IMPORTANT: when filling out the application, please verify the accuracy of the data provided (full name, phone number, address, passport details, card number and return address). Otherwise, this may complicate the refund procedure and extend the time required to process it.
4. Product exchange
You may exchange a product within 14 days of purchase. To use this option, take the following steps:
4.1. Make sure the product is eligible for exchange under the rules described in this document.
4.2. Make sure the product has not been used, is fully complete, and that all tags and the factory packaging have been preserved.
4.3. Exchange is carried out exclusively for an identical product of the same model (item number), but in a different size or modification, if such is available at the time of the request.
4.4. Contact our representative and inform us of your intention to exchange the product. In your request, you must state the reason for the exchange and specify the model and size of the product you wish to exchange it for.
4.5. Send the product via the Nova Poshta LLC delivery service (without cash on delivery) to the address provided by our representative, paying for the delivery service in advance.
4.6. The product is exchanged only after it has been checked for compliance with the conditions specified in clause 6.
4.7. The exchange is carried out within 7 days from the moment we receive the product.
5. Returns and exchanges at the expense of the Genesis store
The cost of Nova Poshta LLC delivery services and fees is covered by the store if:
5.1. The product does not match the description or specifications stated on the store's website.
5.2. The product has a manufacturing defect that was not previously stated in the product description, in its condition category, or communicated to the buyer before dispatch.
5.3. The product received does not match the ordered item in terms of article number, model code, or size.
6. Grounds for refusing an exchange or return of a product
6.1. The product is on the list of products that are not subject to exchange (return) pursuant to Resolution of the Cabinet of Ministers of Ukraine No. 172 of 19.03.1994:
6.1.1. Underwear (thermal underwear, T-shirts, briefs and others).
6.1.2. All headwear (hats, neck gaiters, balaclavas, caps, snapbacks and others).
6.1.3. Gloves.
6.1.4. Socks.
6.2. The product has no tags, no factory packaging, or the integrity of the warranty seals has been broken.
6.3. The product has a strong odour (tobacco smoke, perfume, chemicals, etc.).
6.4. The product shows obvious signs of use, soiling or damage.
6.5. A non-defective product for exchange or return was sent with shipping charged to the recipient.
6.6. The product for exchange or return was sent with cash on delivery.
6.7. The product sent for return arrived without a properly completed "Product Return Certificate".