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Return policy

Return Policy

In short:

  • Right of withdrawal: 30 days from receipt of the goods.
  • Returns should preferably be requested via your customer account using the return request.
  • Returns are free of charge for you within 30 days.
  • Please return goods safely packed and, if possible, in the original packaging with all accessories.

1. Scope and withdrawal period

This return policy applies to orders placed by consumers with geniuzcom GmbH.

The withdrawal period is 30 days from the day on which you or a third party designated by you (who is not the carrier) has taken physical possession of the goods.

For contracts concerning the regular delivery of goods over a specified period of time (for example subscription deliveries), the withdrawal period is 14 days from receipt of the first delivery.

The exact statutory provisions and any exceptions can be found on our “Right of Withdrawal” page.

2. How to request a return

2.1 Return via customer account (recommended)

The easiest way to exercise your right of withdrawal is directly via your geniuzcom customer account:

  1. Log in to your customer account.
  2. Open the ‘My Account’ section and click on ‘Create service request’ in your customer area.
  3. Or click directly on ‘Service requests/Returns’ in the drop-down menu.
  4. The return form will not load immediately; please wait 2-3 seconds.
  5. Once the form has loaded, please enter your order number and email address and click on ‘Search for order’.
  6. Select the items, specify the reason for return and follow the steps in the form.

After submitting your request, you will receive the necessary return instructions and, if applicable, a shipping label. You can check the status of your return at any time in your customer account.

2.2 Withdrawal by email or letter

Alternatively, you can also declare your withdrawal in writing, for example by email or letter. Please include at least:

  • Your order number,
  • Your name and contact details,
  • Which items you wish to withdraw from.

It is important that your withdrawal reaches us within the withdrawal period.

3. Return address

Please send returns only to the following address:

geniuzcom GmbH
Fabriksgasse 6/7
2620 Neunkirchen
Austria

4. Condition of goods, original packaging and accessories

Please return goods, where possible, in the original packaging (if still available) and with all accessories. This includes, for example:

  • Cables and adapters,
  • Operating manuals and user guides,
  • Software, data carriers or licence documents (if included),
  • Any additional parts and packaging components.

If the goods have been used beyond what is necessary to check their nature, characteristics and functioning, if accessories are missing, or if the original packaging is heavily damaged or no longer available, this may lead to a reduction in value. In such cases, we are entitled to deduct an appropriate amount from the refund.

5. Packaging and protection during transport

Please pack the item so that it cannot be damaged during transport:

  • Use a sturdy outer box (e.g. a shipping carton).
  • Use suitable padding material (e.g. bubble wrap, paper padding or foam).
  • Ensure that the item cannot move around inside the box.

If possible, include the return slip or a copy of the invoice with your return so that we can process it more quickly.

5.1 Special instructions for hard drives and sensitive items

For hard drives and other sensitive components, please follow these special instructions:

  • Wrap hard drives in bubble wrap or secure them in a dedicated hard drive box.
  • Make sure the item cannot move around inside the outer packaging.

Important: If there is external damage that can be traced back to insufficient packaging, we must reject any refund, as such products can no longer be sold.

We also cannot accept goods that have been damaged due to improper use.

6. Return shipping costs

Within 30 days of receiving the goods, we will cover the full cost of return shipping. Your return is therefore free of charge for you within this period.

We pass on the shipping costs of your order transparently and do not earn from them. As we do not offer free shipping, we instead fully cover the cost of returns within 30 days.

7. Processing of returns and refunds

As soon as your return has arrived, it is usually checked and processed within 5 working days.

The refund of the purchase price will be made no later than 14 days after we have received your withdrawal declaration. However, we may withhold the refund until

  • the goods have been received by us, or
  • you have provided proof that you have sent back the goods,

whichever is earlier.

As a rule, the refund will be issued using the same payment method that you used for the original transaction, unless something else has been expressly agreed.

Please understand that during peak seasons (e.g. holiday periods) or in times of very high order volumes, processing your return and issuing the refund may take slightly longer in exceptional cases.

8. Replacement items and complaints after 30 days

If you need a replacement item as quickly as possible, we recommend placing a new order in our shop. This is usually the fastest way to receive the desired item.

For complaints that arise after the 30-day period, the item usually has to be sent to the manufacturer or supplier for inspection.

This process can take more than 4 weeks. A replacement or refund, possibly subject to conditions, will only be made after approval by the manufacturer or supplier.

9. Warranty and guarantee

Your statutory warranty rights remain unaffected by this return policy. If an item is defective, you have the statutory rights against geniuzcom.

In addition, some products may come with a manufacturer’s guarantee. This is a voluntary service provided by the manufacturer with its own conditions and periods. Whether and to what extent such a guarantee exists can be found in the product information or accompanying documents.

FAQ – Frequently Asked Questions about Returns

In the section below, we briefly answer the most common questions about returns, withdrawal and refunds at geniuzcom.

1. How long can I return my order?

You have a 30-day right of withdrawal from the date you receive the goods. For regular recurring deliveries, the withdrawal period is 14 days from receipt of the first delivery.

2. Who pays for the return shipping?

Within 30 days of receiving the goods, we cover the full cost of return shipping. Your return is free of charge for you within this period.

3. How do I request a return?

The most convenient way is via your customer account:

  1. Log in and open “My Orders”.
  2. Select the relevant order.
  3. Click on “Request return”.
  4. Select the items and reason for return, then submit the form.

Alternatively, you can also notify us of your withdrawal by email or letter.

4. In what condition should I return items?

Please return items, where possible, in the original packaging and with all accessories. Avoid damage and dirt and ensure secure packaging.

If items have been used beyond normal testing or accessories are missing, we may deduct a reduction in value from your refund.

5. What should I consider for hard drives and sensitive items?

Hard drives and other sensitive components must be packed very carefully, for example:

  • wrapped in bubble wrap or secured in a special protective box,
  • packed so that they cannot move inside the shipping carton.

If damage occurs as a result of insufficient packaging or improper use, we may have to refuse a refund.

6. How long does processing take and when will I receive my money back?

Once your return has arrived, it is usually processed within 5 working days.

The refund will be made no later than 14 days after we receive your declaration of withdrawal, but not before the goods have arrived back with us or you have provided proof of shipment.

7. How do I get a replacement item quickly?

If you need a replacement item quickly, the best option is to place a new order in our shop. Your return will be processed and refunded separately.

8. What happens in case of complaints after 30 days?

After 30 days, the item usually has to be sent to the manufacturer or supplier for inspection. This process can take more than 4 weeks. A replacement or refund will only be made after approval from the manufacturer or supplier.

9. What is the difference between warranty and guarantee?

The warranty (statutory rights) is your legal claim against the seller (geniuzcom) if the goods are defective. A guarantee is a voluntary additional service from the manufacturer with its own conditions.

If your item is defective, please always contact geniuzcom first. We will check whether there is a warranty case and whether a manufacturer’s guarantee can also be used.