Customer Service
Ordering and Payment
REGISTRATION
You must be registered to order with Genus Gardenwear. If you have previously registered and forgotten your password click here.
SECURE PAYMENT PROCESSING
All payments made on the genus.gs website are encrypted using secure technology and your card details are not retained or visible to employees of Cotswold Gardening Limited.
PAYMENT TYPES
Genus accepts the following payment methods:
- Visa
- Mastercard
- Visa Debit
- Mastercard Debit
- Maestro
- Paypal
- American Express
- Klarna
PROMOTIONAL CODES AND GIFT VOUCHERS
If you are using a promotional code or gift voucher, please enter it in the promotional code box on the checkout page. The discount will be calculated automatically.
SPECIAL OFFERS AND DEALS
From time to time we will make available special offers or deals, discounts or bundled products. Unless expressly stated, no two offers can be combined in one purchase.
If a product is given free or at a discount along with a specified purchase and the paid-for product is returned for refund, unless the free or discounted product is also returned, the list price of the free or discounted product will be deducted from the refunded price of the paid-for product.
If a product is given free or at a discount on the basis of a qualifying level of expenditure and the paid-for product is returned for refund bringing the total spend to below the qualifying level for the free or discounted product, then if the free or discounted product is not also returned, the list price of the free or discounted product will be deducted from the refunded price of the paid-for product.
If a discount is given against the purchase of two or more items and one of those items is returned for refund, the refund will be calculated to ensure that the full price of the remaining product(s) is paid.
Discount codes cannot generally be used for the purchase of items on sale.
Gift cards cannot be used towards a qualifying level of expenditure
ERRORS AND OMISSIONS
In the case of errors or omissions on the website Genus reserve the right to refund your order prior to the goods being despatched.
Genus reserve the right to cancel any order if the product is no longer available. No compensation will be paid in such cases but customers will be notified and reimbursed for the full cost of the order.
Every care has been taken to ensure that the descriptions and specifications of Genus products are correct. The colours shown on the website are a close representation, but slight variations in the actual product colours may occur due to different screen resolutions and browsers.
ORDER CONFIRMATION
You will receive an email to confirm successful payment. If you have a problem processing your payment online or are not certain if your payment was successful please call Genus on +44 (0)203 617 1166 or email customercare@genus.gs.
PRICES
Prices are quoted in UK £ sterling. Local import duties may be payable by the recipient on receipt of the order.
AMENDING OR CANCELLING AN ORDER
If you would like to amend your order, please call Genus on +44 (0)203 617 1166 or email customercare@genus.gs. Please note that once an order has been processed, Genus are unable to cancel or amend it.
Shipping and Delivery
UK Orders
| Value of Order | Service | Cost | Delivery time |
|---|---|---|---|
| £0.00 - £99.99 | Royal Mail Tracked 48 | £5.50 | 3-4 days |
| £100+ | Royal Mail Tracked 48 | Free | 3-4 days |
| Any | Next Working Day Mon-Thurs order before 2pm | £8.95 | Monday-Friday |
International Orders
| Service | Cost | Delivery time |
|---|---|---|
| Europe and Channel Islands | £20.00 | 3-6 days |
| US and Canada | £22.00 | 4-7 days |
| Rest of the world | £24.00 | Up to 8 days |
Please note that Genus cannot be held responsible for shipments that take longer than those noted above as actual shipping time is out of our control.
Most courier companies and postal services will try to deliver the package twice if there is nobody in at the time of the first delivery attempt. Genus cannot be held responsible for any non-delivery of orders due to failed delivery attempts and it will be your responsibility to arrange further attempts with the courier service or postal service or collect the package from their local depot.
Returns and Refunds
RETURNS
If you are not 100% satisfied with your purchase you can return it for an exchange or refund. Your refund will be paid provided that all of the following requirements have been met. Postage will not be refunded.
1. Timings - You must make sure your order is received by the Genus Returns Department no longer than 28 days after the day on which you receive your order.
2. Condition of Goods - The products are received by us no longer than 14 days after the day on which you cancel your order. The goods are in an unworn, clean and saleable condition with swing tickets still attached. The original packaging is undamaged and intact.
3. Packaging and Post - Pack the item you wish to return in suitable outer packaging to ensure it reaches us in good condition. Complete and enclose the returns form that is included in your package, not forgetting to fill in your name and order details. It is advisable to use a tracking or signed-for postal or courier service.
GIFTS
Products purchased as gifts can be refunded to the original purchaser, or alternatively we can provide a credit to the gift recipient. Gift exchanges will show on the order history of the original purchaser. Please include a suitable delivery address for us to despatch exchanged products.
EXCHANGES
If you are unhappy with the fit, cut, colour or style of your product, please feel free to return it for an exchange following the Returns procedure above. As long as the item is “as new”* Genus will accept it and replace your purchase with a product of your choice, refunding any difference in price or taking additional payment.
*”As new” condition for Genus items is unwashed and unworn and complete with all trims, labels and original packaging. Genus strongly recommends you store your item in its original packaging while you make a decision about the product. Please also note that any return that is creased, unfolded, covered in hairs, dirt or fluff and not in the same condition as it was when it was shipped from Genus will not be accepted for an exchange and will be sent back to you.
FAULTY GOODS
Faulty items will be replaced, repaired or refunded following evaluation by the Genus Customer Services department and in accordance with the terms of the Consumer Rights Act 2015. Goods may be refunded, repaired or replaced if a claim is made within 30 days of purchase. After this period and before six months have passed, Genus will either repair or replace the item. Only if this remedy proves to be unsatisfactory will Genus issue a refund. After six months, the onus is on the customer to prove that a manufacturing fault was present when the goods were bought.
Please note that items that are damaged as a result of regular, excessive or inappropriate usage are not considered to be faulty.
If a faulty item is to be exchanged, it can only be replaced for the same product in the same size, subject to availability.
If a faulty item has been worn it must be freshly laundered before being returned. All unwashed worn garments will be returned back to the customer.
RETURNS FROM OUTSIDE THE UK
For returns from the United States, please send to the following address:
Genus Gardenwear, c/o Michael Turner, 4033 Hill Street, Port Townsend, WA 98368.
For returns from the rest of the world, use the same returns address as for UK returns, but clearly mark your package ‘RETURNED GOODS UNDER WARRANTY VAT NO: GB275 2035 15 otherwise we may be charged duty in the UK which will be deducted from your refund.
Post items with cost of postage clearly marked on the outside of the package. If this is not possible please enclose a receipt of postage within the package. Obtain a proof of posting wherever possible. Note postage refunds will only be paid on faulty items.
Genus will try to process your return as soon as it arrives, although it can take up to a week for us to process a return during busy periods. We do not offer exchanges for customers outside the UK.
If you do have any enquiries about your return once it has been posted, email customercare@genus.gs. Please include the date the item was posted, the name it was sent under, and the item’s tracking number if applicable.