Return and Refund Policy
Effective date: 13 August 2026
Our 90-Day Satisfaction Guarantee
Every GenciVie order is covered by our 90-Day Satisfaction Guarantee. If you are not satisfied with your purchase for any reason, you may return it within 90 days of the delivery date for a full refund of the product price. The guarantee applies even if the product has been opened and used, because we understand you can only judge it by trying it.
Your statutory rights are not affected. In addition to this guarantee, UK customers have a legal right to cancel their order within 14 days of delivery under the Consumer Contracts Regulations 2013.
Key information
- Return window: 90 days from the delivery date.
- Restocking fee: none.
- Refund processing time: within 10 business days of receiving your return.
- Return postage: paid by the customer, except for faulty, damaged or incorrect items, where we cover the cost.
How to start a return
- Contact us: email support@vellora-official.com with your order number and the reason for your return (a reason is not required for a guarantee return, but it helps us improve).
- Return authorisation: we will reply within 1 to 2 business days with your return authorisation and the return address.
- Pack and post: include a copy of the return authorisation in the parcel and send it to the address provided. We recommend using a tracked service, as the parcel remains your responsibility until it reaches us.
Order cancellations
Orders can be cancelled free of charge at any time before dispatch for a full refund. Contact us as soon as possible at support@vellora-official.com. Once an order has been dispatched, it falls under the standard return process above.
Damaged, faulty or incorrect items
Please inspect your order on delivery. If an item arrives damaged, faulty, or if you received the wrong item, contact us within 48 hours of delivery with a description and photos. We will send a replacement or issue a full refund, and we will cover any return costs. You will not be asked to pay anything for our mistake.
Refunds
Once we receive and check your return, we will confirm your refund by email. Refunds are issued to your original payment method within 10 business days of receiving the return. Depending on your bank or card provider, it may take a further 3 to 5 business days for the funds to appear on your statement.
If more than 15 business days have passed since we confirmed your refund and you have not received it, please check with your bank first, then contact us at support@vellora-official.com.
Exchanges
The fastest way to exchange an item is to complete the return process above and place a new order once your return is confirmed.
Exceptions
Gift cards are non-refundable. There are no other exclusions: GenciVie products are fully covered by the 90-Day Satisfaction Guarantee, including opened and used products.
CONTACT US
Company name: GLENXONS LLC
Address: 120 Madeira Drive NE, Albuquerque, NM 87108, United States
Email: support@vellora-official.com
Contact form: https://vellora-official.com/pages/contact
Phone: +44 7400 753792
Customer service hours: Monday to Friday, 9:00 am - 5:00 pm (UK time)