Returns Policy
Damaged on Delivery – Customer Reporting Process
If your order arrives damaged, we’re here to help. Please follow the steps below to report the issue so we can resolve it quickly:
Step 1: Inspect the Package
- Upon delivery, check the package and its contents for any visible damage.
- If damage has occurred please mark the drivers proof of delivery (POD) as damaged
- Take clear photos of:
- The outer packaging
- The damaged item(s)
- Any shipping labels or documentation
· Lastly please retain the original packaging
Step 2: Contact Our Customer Service Team
- Reach out to our Customer Service team within 3 days of receiving the delivery.
- You can contact us via:
- Email: Info@igenix.co.uk
- Phone: 01473 271272
Step 3: Provide Required Information
Include the following details in your report:
- Your order number
- A description of the damage
- The photos you took
- Your preferred resolution (e.g., replacement, refund)
Step 4: Wait for Confirmation
- Our team will review your request and respond within 2 business days.
- We may request additional information or offer a resolution based on our policy.
Step 5: Resolution
- If approved, we’ll arrange for a replacement, refund, or other suitable solution.
- You’ll receive confirmation and next steps via your chosen contact method.
Returns Policy - Change of Mind
We understand that sometimes a purchase doesn’t work out as expected. If you’ve changed your mind about an item, we’re happy to accept a return under the following conditions:
Eligibility for Return
- The item must be returned within 31 days of the original purchase date.
- The item must be unused, in its original packaging, and in resalable condition.
- Proof of purchase (e.g., receipt or order confirmation) must be provided.
Return Process
- Contact our Customer Services team to authorise the return
- Customers are responsible for organising and covering the cost of return shipping. (We recommend you use a fully tracked service)
- Please ensure the item is securely packaged to prevent damage during transit.
- Returns should be sent to the following address:
Igenix
38 Bluestem Group
Ipswich
IP3 9RR
Refunds
- Once the returned item is received and inspected, we will issue a refund to the original payment method.
- Refunds may take 7 business days to process.
- Shipping costs are non-refundable.
If you have any questions or need assistance, please contact our customer service team at 01473 271272