Refund and Return Policy

At GENTECH DATA INC, we take immense pride in the quality, craftsmanship, and design of our minimalist wood furniture. Every coffee table, dining set, chair, and storage unit is curated and crafted with the intention of bringing lasting beauty and function to your home. We are confident that you will love your purchase. However, we also recognize that sometimes a product may not meet your expectations or may arrive in a condition that does not align with our rigorous quality standards. It is in these moments that our commitment to you is truly tested and demonstrated.

This Refund and Return Policy is designed to be a clear, fair, and comprehensive guide to your options and our procedures should you need to return an item. Our goal is to make this process as straightforward and hassle-free as possible, reflecting the same simplicity and integrity embedded in our products. We believe in solutions that respect your time, your investment, and our shared commitment to a positive outcome. Please read the following policy carefully to understand your rights and responsibilities, as well as the specific conditions that apply to returns and refunds.

I. Our Policy Philosophy: Fairness, Clarity, and Customer Focus

Our approach to returns and refunds is built on a foundation of three core principles:

  1. Fairness: We understand that you are making a significant investment in your living space. Our policies are structured to protect that investment while also ensuring the long-term sustainability of our business, which allows us to continue serving you.

  2. Clarity: We strive to eliminate any ambiguity. This document provides detailed explanations, timelines, and conditions so you can make informed decisions with complete transparency.

  3. Customer Focus: We begin every return request with a desire to understand and resolve. Our customer service team is empowered to find equitable solutions, from replacements and repairs to full refunds, always with your satisfaction as the primary objective.

II. Return Eligibility: Conditions, Timeframes, and Non-Returnable Items

To maintain a consistent and fair process for all customers, we have established clear eligibility criteria.

A. Standard Return Policy (Change of Mind / Non-Defective Items)

We accept returns for items that are in new, unused, and resalable condition if you have simply changed your mind.

  • Return Window: You have 30 calendar days from the date of delivery to initiate a return for a non-defective item.

  • Condition Requirements:

    • The item must be in its original, undamaged condition, with no signs of assembly, use, or wear.

    • All original packaging, including boxes, padding, and any protective materials, must be present and in good condition. The item must be repackaged in its original packaging to ensure its safe transit back to our warehouse.

    • All hardware, manuals, and tags must be included.

  • Return Shipping Costs: For returns due to change of mind, the customer is responsible for the cost of return shipping and any associated insurance. The initial outbound shipping fee is also non-refundable.

B. Damaged, Defective, or Incorrect Item Policy

If your item arrives damaged, is found to have a manufacturing defect, or is not the item you ordered, we will cover all costs associated with the return and resolution.

  • Reporting Deadline: You must report damaged, defective, or incorrect items within 7 calendar days of delivery. It is crucial to inspect your shipment promptly upon receipt.

  • Required Evidence: To process your claim, we require clear photographic or video evidence of the following:

    • The damage or defect on the product.

    • The shipping box and any external damage it sustained.

    • The packaging materials inside the box.

    • For incorrect items, a photo of the item received alongside the packing slip.

  • Resolution Process: Upon validation of your claim, we will typically offer one of the following solutions at our discretion:

    1. Replacement: We will ship a replacement item to you at no additional cost. This is our most common and preferred solution.

    2. Partial Refund: If the damage is minor and you are willing to keep the item, we may offer a partial refund to compensate for the issue.

    3. Full Refund: If a replacement is not available or desired, we will initiate a full refund, including all shipping costs.

C. Non-Returnable Items

For reasons of hygiene, safety, and product integrity, the following items cannot be returned unless they are damaged or defective:

  • Assembled Furniture: Once an item has been assembled, it cannot be returned for a change of mind. Assembly is considered an act of acceptance that the product is fit for use.

  • Custom or Made-to-Order Pieces: Any item that has been customized or produced specifically for your order is final sale and cannot be returned.

  • Clearance or Final Sale Items: These items are explicitly marked as non-returnable at the time of purchase.

III. The Return Process: A Step-by-Step Guide

To ensure your return is processed efficiently, you must follow this procedure. Returns sent back to us without prior authorization will not be accepted.

Step 1: Initiate the Return Request

  • Contact our customer service team within the eligible timeframe via email at info@gentechinc.shop or through the Contact Form on our website.

  • Provide your Order Number and the specific product name(s) you wish to return.

  • Clearly state the reason for the return (e.g., change of mind, damaged item, defect).

Step 2: Provide Supporting Documentation

  • For all returns, you may be asked to provide photos of the item in its current condition to verify it meets our return criteria.

  • For damaged/defective claims, you must provide the photographic evidence as described in Section II.B.

Step 3: Receive Authorization and Instructions

  • Once our team reviews and approves your request, we will email you a Return Merchandise Authorization (RMA) Number. This number is mandatory.

  • The email will contain detailed instructions, including the warehouse address to which the item must be shipped. Please note: Do not send returns to our corporate address in Dover, DE, as it will significantly delay processing.

Step 4: Pack and Ship the Return

  • Carefully repack the item in its original packaging, using all original padding and materials. Securely affix the provided shipping label (if we are covering return shipping) or your own label to the box. The RMA number must be clearly visible on the outside of the box.

  • We highly recommend that you:

    • Use a tracked and insured shipping service.

    • Retain the proof of postage/shipping receipt until your return is fully processed.

Step 5: Our Receipt and Inspection

  • Once the returned item arrives at our warehouse, our quality control team will conduct a thorough inspection to verify that the item is in resalable condition (for change of mind returns) or to assess the reported damage/defect.

  • This process typically takes 3-5 business days from the date we receive the package.

Step 6: Resolution and Refund Processing

  • Upon successful inspection, we will proceed with the agreed-upon resolution.

  • For approved refunds, we will initiate the processing immediately.

IV. Refunds: Methods, Timelines, and Details

A. Refund Method

  • All refunds will be issued to the original payment method used for the purchase. We cannot issue refunds to an alternate card or bank account.

  • If you paid via Apple Pay or Google Pay, the refund will be processed back to the linked funding source through the respective wallet.

B. Refund Timelines

  • After we approve your refund, please allow 5-10 business days for the funds to be reflected in your account. The exact timing depends on the processing speed of your bank or credit card company.

C. What is Refunded?

  • For Change of Mind Returns: You will receive a refund for the cost of the product(s) only. The original shipping fee is non-refundable, and you are responsible for return shipping costs.

  • For Damaged/Defective/Incorrect Items: You will receive a full refund, including all shipping charges (both outbound and return), or a replacement item shipped at no cost.

D. Partial Refunds

  • Partial refunds may be issued in specific scenarios, such as:

    • Minor damage where you agree to keep the item.

    • A set where only one piece is missing or damaged.

    • A return where the item is not in pristine, resalable condition but we can accept it at a reduced value.

V. Exchanges

We do not offer direct “exchanges.” The most efficient process is to:

  1. Initiate a return for the item you wish to send back.

  2. Once the return is approved and processed, place a new order for the desired item.

This ensures you receive the new product as quickly as possible without waiting for the return process to be fully completed.

VI. Cancellations

You may cancel your order without penalty only if it has not yet entered the “Processing” or “Shipped” stage. To request a cancellation, please contact us immediately at info@gentechinc.shop with your order number. If your order has already been prepared for shipment, we will be unable to cancel it, and you will need to follow the standard return process upon receipt.

VII. Warranty Claims

Our products may be covered by a separate manufacturer’s warranty against specific manufacturing defects that arise after the return window has closed. Please refer to the documentation included with your product or our dedicated [Warranty Policy] page for detailed terms and procedures. Warranty claims are handled on a case-by-case basis and may result in repair, replacement, or refund, as determined by our inspection.

VIII. Important Limitations and Disclaimers

  • Color and Grain Variations: As our products are made from natural wood, variations in grain, texture, and color are to be expected and are not considered defects. They are part of the unique character of solid wood furniture.

  • Minor Imperfections: Natural characteristics such as mineral streaks, knots, and subtle variations in the wood are inherent and celebrated aspects of our materials. They do not qualify as defects.

  • Product Specifications: We reserve the right to make changes to product specifications, materials, and dimensions for improvement purposes, while maintaining the core design and quality.

Our Commitment to You

We view our Return and Refund Policy not as a set of restrictions, but as a covenant of trust with our customers. We stand behind the quality of our products and are committed to ensuring you are delighted with your GENTECH DATA INC experience. If you have any questions about this policy, please do not hesitate to contact our dedicated support team at info@gentechinc.shop or +84 975 941 555 before initiating a return.

Thank you for choosing GENTECH DATA INC to be a part of your home’s story.