Refund policy

Last updated: October 4, 2026

1. Your 30-day return option

You may request a return within 30 days after delivery. Email support@gensource.shop with your order number and reason. For voluntary returns, goods must be unused, complete and undamaged, with original packaging where possible. Contact us before shipping so we can provide return authorization and safe packaging instructions. Approved UK returns go to 562a Scott Hall Road, Leeds, LS7 3RD, United Kingdom. Approved US returns go to 12 Independence Ave, Hampden, ME 04444, USA.

How to return an item

Email support@gensource.shop within 30 days after delivery with your order number and the item you want to return.
Wait for return instructions and confirmation of the appropriate local return address.
Pack the item safely with all included accessories and your order reference. Use a tracked service and retain proof of postage. Batteries and power stations may require specialist carrier handling; follow the return instructions.
We assess the returned item and notify you of the refund decision. Approved refunds are sent to the original payment method within 7 business days after receipt and assessment.

Voluntary return postage costs vary with parcel size, weight and carrier. Obtain a carrier quote before sending. We do not charge a restocking fee. The original standard shipping charge is free for UK and US orders.

2. Faulty or incorrect goods

Report damage, faults or missing items promptly, including photographs where available. We will arrange an appropriate remedy and cover return costs where legally required. Your statutory rights continue beyond the voluntary return window.

3. Return costs and refunds

For voluntary change-of-mind returns, you pay return shipping. We charge no restocking or refund-processing fees. Approved refunds go to the original payment method within 7 business days after receipt and assessment; any shorter legal deadline takes priority. Banks may take additional time to credit funds.

4. UK cancellation rights

For eligible online purchases, you may cancel without giving a reason within 14 days after receiving the goods, then have another 14 days to return them. You may inspect them as you would in a shop. A lawful deduction may apply for handling beyond necessary inspection. We refund standard outbound delivery costs for statutory cancellation of the complete order; premium delivery upgrades need not be refunded. Statutory refunds will be made within the applicable 14-day deadline. Exceptions apply only where the law permits them.

5. Cancellations and exchanges

Contact us promptly to cancel before dispatch. Once dispatched, the return process applies without restricting statutory cancellation rights. For damaged or incorrect goods, contact us to discuss replacement, repair or refund.