Return and refund policy

Return and refund policy

Return and refund policy

Return, Cancellation and Warranty Policy


Overview

GenRouter stands behind the quality of every GenRouter H3000 device. This policy outlines your rights and options in the event of a return, order cancellation, or warranty claim.
Please read this policy carefully before completing your purchase.

1. Return Policy

14-Day Return & Refund Policy

If you are not satisfied with your purchase for any reason, you may return your product within 14 days from the delivery date (the day the package is received) for a full refund.

Return Conditions

To be eligible for a return:
  • You must first contact our support team to initiate the return request
  • The product must be returned with all original parts and accessories, including:
    • Device hardware
    • Power cable
    • Adapter
    • All items originally included in the package

How to Initiate a Return

To start your return request:
1. Contact us via:
  • Support desk: support.genrouter (link)
  • Email: information@genrouter (link)
2. After contacting us, our support team will:
  • Provide instructions on how to return your product


Return Confirmation Requirements

To process your refund, you are required to provide:
  • A video/photo of the returned product
  • The return tracking number (airway bill) issued by the shipping carrier
Please send these details to: information@genrouter (link)


Refund Process

  • Refunds will be processed after we receive the required return information
  • We will issue the refund via the original payment platform whenever possible
  • If this is not feasible, the refund will be made via bank transfer
  • All refunds will be processed in the timeliest manner possible


2. Shipping Damage Policy

If your product is damaged during transportation, please follow the steps below immediately upon receiving the package.

What to Do Upon Receiving a Damaged Package

To ensure your case is handled properly, you are required to:
  • Record the condition of the package as soon as you receive it (preferably before the delivery driver leaves), using:
    • Photos or Video evidence

How to Report the Issue

Please contact our customer support team as soon as possible via:
  • Support desk: support.genrouter (link)
  • Email: information@genrouter (link)
When contacting us, please include:
  • Your order information
  • The photo/video evidence of the damaged package

3. Cancellation Policy

Order Cancellation Policy

🕒 Before Order Processing

You may request to cancel your order on the same business day the order was placed.
  • All orders are processed within 1 business day
  • Orders placed on weekends or non-business days will be processed on the next business day
📩 To request a cancellation, please contact us via:
  • Support desk: support.genrouter (link)
  • Email: information@genrouter (link)
If your order is placed on a weekend or non-business day, you may request cancellation before or on the next business day.

🚫After Order Processing

If your cancellation request is made after the allowed time, or if the order has already been processed, cancellation will no longer be possible.

🔄Alternative Option

If your order cannot be cancelled, you may still return it under our 14-day unconditional return policy for a full refund.

🛡 1 Year Limited Warranty

GenRouter products are covered by a limited liability warranty from defects in material and workmanship. The warranty period starts on the day when the product is delivered to the user (date of arrival). This warranty does not apply if, in the judgment of GenRouter, the product fails due to damage from shipment, handling, storage, accident, abuse or misuse, or if it has been used or maintained in a manner not conforming to the product’s instructions, has been modified in any way, or has a defaced or removed serial number. Repair by anyone other than GenRouter or an approved agent voids this warranty. The maximum liability of GenRouter is the product purchase price.

a). Customers must first contact GenRouter customer support at support.genrouter (sẽ chèn link) to troubleshoot with a GenRouter support agent to determine if the device is defective, provided the device was bought through one of the acknowledged platforms.

b). If the device is defective, we will start the replacement process. We will give further instructions on where to return the device based on the customer's location.

c). Replacement devices will be shipped via the standard shipping method. Expedited shipping is available at extra cost upon request.

EXCEPT FOR THE WARRANTY SET FORTH ABOVE, GENROUTER MAKES NO WARRANTY WHATSOEVER WITH RESPECT TO THE GOODS, INCLUDING ANY (A) WARRANTY OF MERCHANTABILITY; (B) WARRANTY OF FITNESS FOR A PARTICULAR PURPOSE; OR (C) WARRANTY AGAINST INFRINGEMENT OF INTELLECTUAL PROPERTY RIGHTS OF A THIRD PARTY; WHETHER EXPRESS OR IMPLIED BY LAW, COURSE OF DEALING, COURSE OF PERFORMANCE, USAGE OF TRADE, OR OTHERWISE.

🚚 Return Shipping Charge

If you need to return the product pursuant to our 14-day unconditional return policy, or if we have determined that your product is covered by our 1-year limited product liability and needs to be returned and replaced.

a). For customers located outside of the United States, we will refund the shipping cost for up to 25 U.S. dollars. We will give further instructions on where to return the device based on the customer's location. We recommend that customers use the most economical shipping option that provides a tracking number. If a replacement is warranted, we will ship the replacement once we receive and confirm the tracking number of your return shipment.

b). For products/accessories with a total sales price of less than 100 U.S. dollars, we do NOT cover the return shipping cost.