Refund and Returns Policy

We work hard at ensuring our customers derive utmost satisfaction from our products but in the unfortunate event where you have been sent wrong or faulty products, please let us know within 48 hours of receiving the product(s). Our Return Policy on goods purchased and delivered to our customers is seven (7) days and the product shall be in its original saleable form and condition. The 48 hours period is to take care of the situation where the customer is not presently available at the time of delivery and the product was received by a proxy on his/her behalf.

However, goods within the warranty period can be returned if there is latent evidence of manufacturer’s defect and it is free from poor handling or malhandling, carelessness or non-adherence to the product(s) operating manual and instruction by the customer. In that case, GasGen e-Commerce Store will assume the responsibility and the customer shall give her a reasonable time to liaise with the production team for repair or outright replacement of the product(s) at no extra cost to the buyer.

To be eligible for a return, your item(s) must be unused and in the same condition that you received it. And more, if:

1. It is within seven (7) days from the delivery date.

2. The item is still in its NEW condition and has not been unpacked or in use.

3. The item is in its ORIGINAL sealed packaging, with all accessories intact (including warranty cards, manuals, certificates of authenticity, etc).

4. The item came with a free promotional item, then the promotional item must also be returned.

5. It is accompanied with a completed return form.

6. It is accompanied with a receipt or proof of purchase of the product(s) so to complete your return.

 

1. Contact the GasGen e-Commerce team through any of the contact information provided on the GasGen e-Commerce website to arrange a pick-up. Please ensure that you state your order number, the item(s) you would like to return, the reason (see below) and your preference in regards to voucher refund or debit card or bank account refund. In case of a bank account refund, we thank you in advance for providing your full and correct bank account details.

 

2. We will arrange for retrieval of item(s) or in case we do not serve your area directly, we will give you the necessary details to send the item(s) back to us with our logistic partner. The shipping cost will be reimbursed in case your return is valid.

 

3. Upon arrival in our warehouse, we will conduct a quality check of the item(s). If a return is invalid then we will notify you and send the item(s) back to you at your shipping expense.

 

4. After this check, we will proceed with the refund, if the return is valid.

 

NOTE: We CANNOT accept returns for defective items arising from product damage due to poor handling or malhandling, carelessness or non-adherence to the product(s) operating manual and instruction by the customer except on detection of any manufacturer’s defect with the product and the time frame for warranty has not elapsed.

 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item(s). We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your debit card or original method of payment, within a certain amount of days.

 

If you have not received a refund yet after 48hrs it was communicated to you that it was effected by us, first check your bank account again. If the credit is still not received, then contact your debit card issuer/acquirer or your banker but also be aware that it may take some time before your refund is officially posted to your bank account. There is often some processing time before a refund is posted. If you have done all of these and you still have not received your refund in your bank account or debit card, please contact us at support@gogasgen.com