Return and refund policy

Return and refund policy

Return and refund policy

Return, Cancellation and Warranty Policy

Last updated: November 10, 2026

Overview

GenRouter stands behind the quality of every GenRouter H3000 device. This policy outlines your rights and options for returns, order cancellations and warranty claims.

Please read this policy carefully before completing your purchase. Orders placed before November 10, 2026 are governed by the policy in force at the time of purchase.

1. Return Policy

No Returns for Change of Mind

All sales are final. We do not accept returns, exchanges or refunds for change of mind, including when the product no longer suits your needs or was ordered by mistake. This does not affect our 1 Year Limited Warranty, our Shipping Damage Policy, or any rights you have under consumer protection laws, including the 14-day right of withdrawal below.

14-Day Right of Withdrawal (EU and UK Consumers)

If you are a consumer (buying for personal use, not for business) and your order is delivered to the EU or the UK, you may withdraw from your purchase within 14 days from the delivery date (the day the package is received), without giving a reason.

Return Conditions

  • You must first open a return request with our support team by email
  • The product must be returned with all original parts and accessories, including:
    • Device hardware
    • Power cable
    • Adapter
    • All items originally included in the package
  • You choose the shipping carrier and pay the return shipping cost

How to Initiate a Return

  1. Within 14 days of delivery, email genroutersupport@gmail.comΒ with your order number and a clear statement that you wish to return the product. Any other clear written statement of withdrawal is also accepted.
  2. Our support team will confirm your request and send you the return address and instructions.
  3. Ship the product back within 14 days of notifying us, using a carrier of your choice with tracking.

Return Confirmation Requirements

After shipping the product, please send us:

  • A video/photo of the packed product
  • The return tracking number (airway bill) issued by the shipping carrier

Please send these details to: genroutersupport@gmail.com

Refund Process

  • We refund the purchase price and the standard delivery cost you originally paid within 14 days of receiving your withdrawal notice
  • We may withhold the refund until we have received the product back or you have provided proof that you have sent it, whichever is earlier
  • 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
  • You may be liable for any reduction in the value of the product caused by handling beyond what is needed to check its nature, characteristics and functioning

2. Shipping Damage Policy

If your product is damaged during transportation or items are missing, please follow the steps below upon receiving the package.

What to Do Upon Receiving a Damaged Package

  • Record the condition of the package as soon as you receive it (preferably before the delivery driver leaves), and record a complete video when you open it

How to Report the Issue

Please contact our customer support team within 7 days of delivery via:

  • Email: genroutersupport@gmail.com

When contacting us, please include:

  • Your order number
  • Photo/video evidence of the damaged package and its contents
  • A photo of the shipping label

After verification, we will send replacement parts or a replacement device, or refund the affected items.

3. Cancellation Policy

πŸ•’ 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

πŸ“© To request a cancellation, please contact us via:

  • Email: genroutersupport@gmail.com

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.

πŸ”„ Alternative Option

If your order cannot be cancelled, change-of-mind returns are not accepted (see Section 1). EU and UK consumers may still use the 14-day right of withdrawal, and defective devices are covered by our 1 Year Limited Warranty.

πŸ›‘ 1 Year Limited Warranty

GenRouter products are covered by a limited warranty against defects in material and workmanship for 1 year. 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. To the extent permitted by law, the maximum liability of GenRouter is the product purchase price.

a). Customers must first contact GenRouter customer support at genroutersupport@gmail.comΒ to troubleshoot with a GenRouter support agent and determine if the device is defective, provided the device was bought through one of our official sales channels.

b). If the device is confirmed defective, we will start the replacement process and give further instructions on where to return the device based on your location.

c). All shipping costs for warranty claims, both sending the device to us and receiving the replacement, are paid by the customer, as described in Return Shipping Charge below.

TO THE EXTENT PERMITTED BY LAW, ANY IMPLIED WARRANTIES, INCLUDING THE WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE, ARE LIMITED TO THE 1-YEAR DURATION OF THIS LIMITED WARRANTY. SOME JURISDICTIONS DO NOT ALLOW LIMITS ON HOW LONG AN IMPLIED WARRANTY LASTS, SO THIS LIMITATION MAY NOT APPLY TO YOU. NOTHING IN THIS POLICY AFFECTS YOUR STATUTORY RIGHTS AS A CONSUMER.

🚚 Return Shipping Charge

14-day returns (EU and UK consumers): you choose the shipping carrier and pay the return shipping cost.

Warranty replacements: if we have determined that your product is covered by our 1 Year Limited Warranty and needs to be returned and replaced:

a). Customers in all countries, including the United States, choose their own shipping carrier and pay the cost of sending the device back to us. We recommend the most economical shipping option that provides a tracking number.

b). Shipping of the replacement device back to you is also at your cost. Once we have received and checked your device, you can arrange your own carrier to collect the replacement, or we will quote the shipping fee and ship it once the fee is paid.

c). Where the consumer protection laws of your country require us to cover return shipping for a defective product, we will do so.