Return policy
If you wish to make a return, you must contact our support team within five (5) business days of the delivery date. The quickest route to resolution is emailing the Returns and Exchanges Department directly at returns@genventro.com.
Please attach photos that clearly show the issue(s), so our Returns and Exchanges Department can make an assessment and determine the most appropriate course of action. You may take these pictures with a digital device or smartphone. Putting your Order Number as the Subject of your email will expedite the process. Please include a brief message. If you would prefer a telephone call over a written response, please provide a valid phone number.
The following is a breakdown of the refund process for each form of payment accepted by Genventro LLC:
- Credit Cards – We initiate a charge reversal and the funds are credited to your card within 1-3 business days.
- Paper Check – We will process a refund check to be mailed to you 5-8 business days after the initial payment has been deposited.
- Wire transfer – We initiate a wire reversal and the funds typically appear in your account on the same day or within 24 hours. In some cases, a paper check may be mailed instead.
- eCheck/ACH – We will initiate a return ACH process to deposit funds back into your account within 5-8 business days of the original date of withdrawal to or deposit in our accounts.
- PayPal – We initiate a charge reversal and the funds typically appear back in your PayPal account within 1-2 business days.
- Cryptocurrency – We will issue a refund through BitPay that is deposited within 1-3 business days. Please note that cryptocurrency refunds are processed at the current rate per USD at the time the refund is issued.
For cryptocurrency returns, please keep in mind that refund amounts in excess of $1,000 will require verification of your identity. This is a one-time step that helps reduce payment risk for both individuals and BitPay merchants.
