Returns & Refunds Guide

At DigitalGenie.Store, we want you to be completely satisfied with your purchase. Our products are fulfilled by trusted third-party partners to ensure quality and efficient delivery worldwide.

UK Consumer Rights - 14-Day Cooling-Off Period

As a UK consumer, you have the legal right to cancel your order within 14 days of delivery without giving any reason under the Consumer Contracts Regulations.

⚠️ Important Timing Note

While UK law provides 14 days to notify us of cancellation, our international fulfilment partner requires returns to be initiated within 7 days of delivery for processing purposes. We strongly recommend contacting us as soon as possible to ensure smooth processing of your return.

How to Exercise Your Cooling-Off Right

  1. Contact us within 7 days of delivery (recommended for smooth processing)
  2. Return the item within 14 days of notifying us of cancellation
  3. Ensure items are unused and in original condition with all packaging
  4. Send back using our return instructions

Change of Mind Returns (Beyond Cooling-Off Period)

📅 Extended Returns Policy

For returns requested after the 14-day cooling-off period:

  • Contact us within 7 days of delivery
  • Items must be unused, in original condition with all tags and packaging
  • Return shipping: FREE for orders over £25 | £5-20 for orders under £25 (depending on return destination)
  • Return address will be provided when return is approved
  • Refund processed within 5-10 business days after we receive and inspect the item
  • Original shipping costs are non-refundable

Return Shipping Costs

  • FREE returns for orders over £25
  • £5-20 return shipping fee for orders under £25 (depending on return destination)

Damaged, Defective, or Incorrect Items

🔧 Quality Issues Process

  1. Contact us within 7 days of delivery
  2. Provide clear photos or videos showing the issue
  3. Include your order number and detailed description of the problem
  4. We will arrange a replacement or issue a full refund
  5. No return shipping costs for quality issues (we cover all costs)

Lost or Significantly Delayed Packages

📦 Shipping Issues

  • If tracking shows no movement for 30+ consecutive days, we will provide a full refund
  • Contact us immediately if you receive an invalid tracking number
  • We will investigate and resolve shipping issues on a case-by-case basis

Important Customer Responsibilities

📋 Your Responsibilities

  • Provide accurate delivery address and contact information at checkout
  • Packages returned due to incorrect addresses or left unclaimed cannot be refunded or reshipped
  • All return requests must be authorised by us first - unauthorised returns will not be processed
  • Contact us directly for all issues - do not contact our fulfilment partners

How to Request a Return or Refund

📧 Step-by-Step Process

  1. Email us at returns@digitalgenie.store or refunds@digitalgenie.store within the applicable timeframe
  2. Include your order number, reason for return, and photos if applicable
  3. Wait for our return authorisation and instructions
  4. Ship items back using a trackable courier service
  5. Refund will be processed once we receive and approve the return

Processing Times

  • Return authorisation: 1-2 business days
  • Refund processing: 5-10 business days after receiving returned item
  • Refunds issued to original payment method

Your Legal Rights

This policy works alongside your statutory rights under UK consumer protection law. Nothing in this policy affects your legal rights as a consumer.

Contact Information

📞 Get in Touch

For all returns, refunds, and product questions:

Response time: Within 24 hours

Quality Guarantee

We stand behind the quality of our products. If you receive an item that is damaged, defective, or incorrect, we will provide a replacement or full refund at no additional cost to you.

Important Notes

  • Items must be unused and in original condition with all packaging
  • Contact us within 7 days of delivery for optimal processing
  • Original shipping costs are non-refundable (unless item is faulty or lost)
  • Return shipping costs vary based on order value and destination
  • For quality issues: we cover all return costs and require photos/videos
  • Always include your order number when contacting us
  • Return address provided only after return approval
  • Invalid tracking numbers should be reported immediately
  • Unauthorised returns will not be processed - always get approval first
  • Incorrect delivery addresses may result in non-refundable lost packages
  • Use trackable courier services for all returns

For complete terms and conditions, please review our full Return & Refund Policy.