Refund policy

Refund Policy – Genesage Boutique

At Genesage Boutique, we are committed to providing high-quality grow equipment, complete grow kits, and exceptional service to all our customers. Please read this Refund Policy carefully before making a purchase. By ordering from our store, you agree to the terms outlined below.

1. Returns & Refunds for Products and Grow Equipment

We accept returns on physical products and grow equipment within 7 days of delivery, subject to the following conditions:

Eligibility for Returns

A product may be returned if:

  • It is unused and in its original packaging
  • It is in the same condition in which it was received
  • All components, accessories, and manuals are included

Non-Returnable Items

The following items cannot be returned:

  • Used products
  • Items with damaged or missing packaging
  • Items showing signs of wear or tampering
  • Perishable goods (e.g., living plants)
  • Complimentary items included as part of a promotion or bundle

Return Shipping

  • The customer is responsible for return shipping costs unless the product arrived damaged or incorrect.
  • Refunds (when approved) will be issued to the original payment method once the item has been received and inspected and is subject to a 30% handling fee. 

2. Damaged or Incorrect Products

If any product arrives damaged, defective, or incorrect:

  • You must notify us within 48 hours of delivery
  • Provide clear photos/videos of the issue
  • Keep all packaging materials until the claim is resolved

We will offer one of the following, depending on the situation:

  • Replacement item
  • Store credit
  • Refund

Claims submitted after 48 hours cannot be processed.

All Refunds are subject to a 30% handling fee. 

3. Complimentary Clones (Included With Grow Kits)

Our clones are offered as a free complimentary gift with selected grow kit purchases.

Inspection on Delivery

Customers must inspect all complimentary clones at the time of delivery.
By accepting delivery, you confirm:

  • The clones were received in good health
  • They were complete and free from visible defects or damage

No Liability After Acceptance

Once delivery is accepted:

  • Genesage Boutique is not responsible for the clones’ condition thereafter
  • No returns, refunds, or replacements will be offered for clones
  • Clones are perishable, living plants and cannot be covered under standard warranty policies

4. Exchanges

Exchanges are only available for eligible products (not clones) and only if:

  • The item is defective or damaged upon arrival
  • The request is made within 48 hours of delivery

We do not offer exchanges for:

  • Change of mind
  • Incorrect choices
  • Used or opened items

5. Order Cancellations

Orders may be cancelled before fulfilment.
If the order has already shipped, it cannot be cancelled and must follow the return policy above.

Complimentary clones cannot be cancelled or refunded under any circumstances.

6. Contact Us

For refund or return queries, please email us at info@genesage.co.za or phone us on +27 67 130 0610