In short: your $99 deposit is refundable at any time before you pay the balance. After delivery, you have 14 days to change your mind about a purchase. Refunds go back to your original payment method within 14 days.
1. Cancelling a reservation
Email info@genesisbox.org from the address you reserved with, or include your reference number. We refund the full deposit, with no fees deducted, to the original payment method within 14 days. Your bank may take a few more business days to show it.
2. Cancelling an order before it ships
If you've paid the balance but your Device hasn't shipped, you can cancel and receive a full refund of everything you've paid.
3. Your 14-day right to change your mind
If you're a consumer, you can withdraw from your purchase within 14 days of the day you, or someone you name, receives the Device (or the last item, if your order arrives in several parcels). You don't have to give a reason. We offer the same 14 days to consumers outside the EU.
To withdraw, send us a clear statement by email to info@genesisbox.org. You can use the model form below, but you don't have to. You meet the deadline if you send your statement before the 14 days end.
Model withdrawal form
4. Sending the Device back
- Send the Device back within 14 days of telling us you're withdrawing. We'll email you the return address and packing instructions.
- Because of battery-shipping rules, please use the instructions we send. For battery packs and solar kits, we may arrange collection.
- You pay the direct cost of returning the Device, unless it's faulty or not as described. If the Device can't be returned by normal post, we'll tell you the estimated return cost before you buy.
- Remove your personal data first. Back up anything you want to keep, then use the factory reset described in the manual, so your documents, questions and notes don't leave with the Device.
5. How refunds work
We refund everything you paid, including the standard delivery cost, within 14 days of receiving your withdrawal statement. We may wait until we've received the Device back, or you've shown proof that you've sent it, whichever is first. Refunds use the same payment method you used, unless you agree otherwise. There are no fees.
6. Condition of returned Devices
You can handle and try the Device as you would in a shop. If it has been used beyond what's needed to see its nature, characteristics and functioning, we may deduct an amount for any loss in value.
7. Faulty or not as described
A Device that is faulty or not as described is covered by the legal guarantee and our warranty, not just the 14 days. We pay the return costs. See Warranty.
8. Business customers
The 14-day right to withdraw applies to consumers. Business returns are handled under our Business Terms.