Return, Cancellation and Warranty Policy
🔄 Unconditional Return Policy
We have an unconditional 14-day return and refund policy. We will refund any products returned within 14 days from the delivery date (the day when the package is received) provided that you:
a). Create a ticket on our support desk @ support.genrouter (sẽ chèn link) or send an email to us @ information@genrouter (sẽ chèn link) to initiate the return. Once you contact the support desk, we will let you know how to return the products.
b). All returned products should include all parts and attachments when returned to GenRouter. This should include the device hardware, power cable, adapter, and all parts originally included in the package.
c). We will process the refund once we receive the following items from you via information@genrouter (sẽ chèn link): (1)the photo of the products being returned, and (2) the return tracking number (airway bill) issued by the shipping carrier.
d). We will refund you through the platform you ordered fromwhenever possible. If practically impossible, we will issue a refund to your bank account via a wire transfer. All refunds will be processed in the timeliest manner possible.
📦 Damage Caused During Shipping
In case any damages occurred during the transportation of the product, upon receiving the damaged goods, the customer shall proceed with the following steps:
a). Record (i.e. video or pictures) the damages on the package as soon as receiving the product (preferably before the driver leaves); b). Notify GenRouter customer service department (support.genrouter (sẽ chèn link) or information@genrouter (sẽ chèn link)).
❌ Cancellation Policy
🕒 Processing Time
All orders are processed within 1 business day.
Orders placed on weekends or non-business days will be processed on the next business day.
📩 Requesting a Cancellation
You may request cancellation on the same business day the order was placed by:
Creating a ticket on our support desk @ support.genrouter (link to be inserted).
Emailing us @ information@genrouter (link to be inserted).
If your order is placed on weekends or non-business days, you may request cancellation by contacting customer service before or on the next business day.
🚫 When Cancellation is Not Possible
If the request is made after the specified time, or if the order has already been processed, we cannot cancel the order.
🔄 Alternative Option
If cancellation is no longer possible, you can still return your order for a full refund under our 14-day unconditional return policy.
🛡 1 Year Limited Warranty
GenRouter products are covered by a limited liability warranty from defects in material and workmanship. The warranty period starts on the day when the product is delivered to the user (date of arrival). This warranty does not apply if, in the judgment of GenRouter, the product fails due to damage from shipment, handling, storage, accident, abuse or misuse, or if it has been used or maintained in a manner not conforming to the product’s instructions, has been modified in any way, or has a defaced or removed serial number. Repair by anyone other than GenRouter or an approved agent voids this warranty. The maximum liability of GenRouter is the product purchase price.
a). Customers must first contact GenRouter customer support at support.genrouter (sẽ chèn link) to troubleshoot with a GenRouter support agent to determine if the device is defective, provided the device was bought through one of the acknowledged platforms.
b). If the device is defective, we will start the replacement process. We will give further instructions on where to return the device based on the customer's location.
c). Replacement devices will be shipped via the standard shipping method. Expedited shipping is available at extra cost upon request.
EXCEPT FOR THE WARRANTY SET FORTH ABOVE, GENROUTER MAKES NO WARRANTY WHATSOEVER WITH RESPECT TO THE GOODS, INCLUDING ANY (A) WARRANTY OF MERCHANTABILITY; (B) WARRANTY OF FITNESS FOR A PARTICULAR PURPOSE; OR (C) WARRANTY AGAINST INFRINGEMENT OF INTELLECTUAL PROPERTY RIGHTS OF A THIRD PARTY; WHETHER EXPRESS OR IMPLIED BY LAW, COURSE OF DEALING, COURSE OF PERFORMANCE, USAGE OF TRADE, OR OTHERWISE.
🚚 Return Shipping Charge
If you need to return the product pursuant to our 14-day unconditional return policy, or if we have determined that your product is covered by our 1-year limited product liability and needs to be returned and replaced.
a). For customers located outside of the United States, we will refund the shipping cost for up to 25 U.S. dollars. We will give further instructions on where to return the device based on the customer's location. We recommend that customers use the most economical shipping option that provides a tracking number. If a replacement is warranted, we will ship the replacement once we receive and confirm the tracking number of your return shipment.
b). For products/accessories with a total sales price of less than 100 U.S. dollars, we do NOT cover the return shipping cost.
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