Genoahc kindly advises every respected customer to read the following regulations carefully before purchase.
Doa (items defective on arrival)
Customers should inform our service
people in 2 days if items defective on arrival.the outer packing
is broken or out of shape
1. immediately file a case and get a paper proof with a stamp from the courier company.
2. send us an email with detailed pictures showing the defective items, package situations and the case number or paper for proof.
3. with the case number we will quickly confirm the incident and get the compensations from the shipping courier.
4. we will send you a new replacement or give you full refund of the defective item.
In this situation, we may ask you to send back the defective item before we send you a new one if it is in high value.
The outer packing is perfect in a good
shape while the inside is broken
1. please immediately send some images about package and defective items to our service people.
2. after confirmation, we will resend you a new replacement or give you a total refund.
For this situation, we can almost judge that the defect is caused by the warehouse packing such as lacking strong bubble protection, so our warehouse department staff will also make some improvements in packing aspect.
We may ask you to send back the defective item before we send you a new one if it is in high value.
Items missing on arrival
1. please immediately contact the
shipping courier and file a case there.
2. tell us the case number and send us some pictures showing all items you get on arrival, all the labels on the packing, and also the package situations.
3. we will resend you the missing items after we confirm the situation.
Most importantly, if you have the taxation fee receipt, don't hesitate to take a picture for us as the weight can tell something about the missing.
Items wrong on arrival
If the item you received is completely
different from the one you ordered, e.g. Different color, different model etc.
1. please contact us with photos about package and items. The very important thing is that we need are the barcode and the qc number which you can find on the box.
2. if you are willing to keep the wrong items, we will offer a 5% of the item value for compensation. If you don?T want to keep it, you can return for the right one by our cost.
If paypal dispute is there, customers have to afford the shipping fee according to paypal regulations. So we kindly advise customers contact our service people for solution. We are always here to help customers. Thank you for your cooperation.
Return shipping fee responsibility
1. 7 days disliked item (replacement or
customers are responsible for round-trip shipping fee if you want to return the disliked item. After we receive the returned, we will refund or send out the replacement as you choose.
2. dead on arrival: gkb ( replacement or refund warranty)
genoahc will be in charge of the returning shipping fee if it is the doa item, and after we receive the returned package we will send out the new replacement by our expense or refund you.for us customers, we provide local return service for doa cases (dead on arrival) if customers pay the us return service (2.99 usd, which can be found in last step of payment) as we have warehouse in california.
Return shipping way accepted
Q: what kind of shipping method to send
back the item? Why?
A: the cheapest regular mail. Because the shipping fee for dhl, ups, fedex, tnt etc is so expensive and there will be huge tax when we clear from hk custom or even we fail to clear. If customers want to send back by fast shipping, we are sorry that you should have to pay the bills.
Any question about the above, please free to contact us via