Return policy

tellmeGen™

How to return a product:

Whatever the reason, please notify us of your desire to return a product by sending an email to info@tellmegen.com. If you wish to be reimbursed for your order, this will be done through the same means used for the payment of the initial order.

For a faster service, the items must be returned in their original packaging and, if possible, in the same box in which they were sent. If this is not possible, we would be grateful if you could pack the products in the best possible packaging in order to avoid any problems during the return.

A confirmation email will inform you of the reception of your package and the processing of your order.

Conditions for exchanges and returns:

The maximum period for requesting returns shall be 15 calendar days from the day of receipt of the order.

Steps to follow for the returns:

If you wish to return any product, please follow these instructions:

1. Contact the customer service department by e-mail: info@tellmegen.com

2. Pack the product(s) under the same conditions as received.

3. Once the products are received, tellmeGen staff will review them and if everything is correct, the amount will be refunded applying the penalty described above.

The refund of the amount of the returns will be made through the same channel that the customer selected as payment method at the time of placing the order.

Please note that you must keep the invoice of the order to manage any return or replacement.

Policy of replacement of defective products or in poor condition

For reasons beyond our control, it is possible to receive a product with a manufacturing defect or in poor condition. Please, as soon as you notice that the product has an anomaly, please contact our Customer Service Department and inform us of the incident. Once you contact us, we will indicate the procedure for the replacement of the defective product.

In the event that the reason for the return is because the product is damaged or has a manufacturing defect, tellmeGen will pay the return shipping costs.

We will not accept returns of products that have been opened or used, unless it is because they are damaged or defective. We will not accept returns of products that have been damaged or spoiled by the customer. You must send a photo showing that the product is defective due to a manufacturing defect. If the tellmeGen support team considers the product to be damaged by the customer, no refund will be given.

Please note that you must keep the invoice of the order to manage any return or replacement.

Returns due to transport damages.

It is possible that the product may be damaged during handling or shipping. In order to identify possible transport damage, tellmeGen recommends its customers to check the package upon receipt in order to identify possible knocks or damage to the outside of the package.

In the event that the goods show obvious signs of transport damage, the customer has the right to refuse the goods upon receipt, informing the courier of the reason for non-acceptance. In case of acceptance of the package and the customer realizes it later, he must take photos of the package showing that the deterioration is a consequence of the transport.

Loss policy

If the kit does not arrive at destination within 15 calendar days of purchase, please contact our customer service (info@tellmegen.com) communicating the incident so that we can check with the transport company what has happened. Once we have confirmation from the transport company that the kit has not reached its destination, we will proceed to send a new kit at no cost to the customer. If you wish to return your order, please check our return policy by clicking on the following link

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