At Genesis, we aim to ensure that all items are provided in good condition and in accordance with the confirmed order. Please read this Refund & Exchange Policy carefully before placing an order.

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1. Agreement to Policy

By placing an order or completing a purchase with Genesis, the customer acknowledges that they have read, understood and agreed to this Refund & Exchange Policy.

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2. Order Confirmation and Product Information

All items, prices and availability are subject to confirmation by Genesis at the time of order acceptance. Items are not reserved until the order has been confirmed by Genesis and, where applicable, the required payment or deposit has been received.

 

Product sizes, specifications and descriptions are provided on the relevant product page for general reference. Customers are responsible for reviewing the relevant product information before placing an order.

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3. Inspection upon Delivery or Collection

Customers are required to inspect the items upon delivery or collection.

 

Any issue relating to defective items, incorrect items, missing items or visible damage must be reported to Genesis in writing within 7 days after delivery or collection, together with clear photos and relevant supporting information.

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If no such report is received within the above period, the items shall be deemed accepted by the customer.

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4. Defective, Incorrect or Missing Items

Where an issue is verified by Genesis to be due to defective goods or an error by Genesis, Genesis may arrange an exchange, replacement or other appropriate resolution, subject to product availability and Genesis’ confirmation.

Returned items may not be accepted without Genesis’ prior written confirmation.

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5. Non-Defective Items

For non-defective items, no refund, store credit or exchange will be provided once the order has been confirmed and payment has been made. This includes, but is not limited to, requests arising from:

• ordering the wrong size;

• the item not being suitable for the customer’s intended use;

• changes in requirements, preferences or circumstances after order confirmation; or

• the item simply no longer being wanted.

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6. Exchanges, if Applicable

Genesis may consider an exchange on a case-by-case basis within 7 days after delivery or collection, subject to Genesis’ prior written confirmation. Any accepted exchange is subject to the following conditions:

• the item must be unused;

• the item must be in its original condition;

• the item must be returned in its original packaging;

• the exchange is subject to stock availability; and

• the customer shall be responsible for all delivery, collection or shipping costs relating to the exchange, unless otherwise agreed by Genesis in writing.

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Genesis reserves the right not to accept any returned item that does not meet the above conditions.

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7. Final Sale Items

Items marked as “Final Sale”, “Sample Sale”, “No Returns” or “No Exchanges” are not eligible for refund, return, exchange or store credit, unless the issue is verified by Genesis to be due to defective goods or an error by Genesis.

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8. Product Variations

Product descriptions, sizes, colours, materials, packaging and specifications are provided for general reference only.

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Due to the nature of musical instruments and related products, minor variations may occur, including differences in colour tone, texture, wood grain, finishing, sound character, size, weight, packaging or production batch. Such minor variations shall not be treated as defects unless otherwise confirmed by Genesis.

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9. Final Decision

Genesis reserves the right of final decision and interpretation in case of any dispute arising out of or in connection with any refund, exchange, replacement, return or store credit arrangement.