UK - Standard Delivery (7-10 working days) FREE for orders of £45 or over.
UK - Standard Delivery (7-10 working days) £3.95 - For orders under £45.
Please note due to COVID-19 restrictions Royal Mail are experiencing delays in some areas. We apologise for any inconvenience.
UK Mainland - Next Working Day - Unfortunately due to COVID-19 restrictions we are currently unable to offer Next Day Delivery.
PLEASE NOTE: We can not take any responsibility for delayed orders to other countries outside the UK due to individual custom regulations. Please check with your country’s customs office regarding the import of the products you wish to order. Skin Group (Equipment) Ltd deliveries are classed as 'Delivered At Place' (DAP), also called delivered duty unpaid (DDU). This means we the seller take responsibility for shipping the product, but we require the customer to pay any import costs, such as VAT, duties, and clearing fees. As the buyer, you are responsible for any import restrictions, prohibited import items, taxes, tariffs, fees and other duties. You are responsible for complying with international, national or local laws regulating the importation of products that you may purchase. If an order is refused delivery by customs due to unauthorized ingredients or contents, Skin Group (Equipment) Ltd is not responsible for any losses or costs incurred by you, the customer. You are solely responsible for any taxes, duties, levies, fees and/or any other expenses related to importing the products you order. If the shipment is abandoned or discarded by customs, you will not receive a refund or credit of any kind. By ordering you agree to these terms.
Delivery to Europe
Unfortunately we've made the decision to stop shipping orders to the EU. Changes following Brexit have meant our customers are facing unexpected additional costs, which make the current system unworkable. We're sorry for any disappointed caused, it's a situation we continue to monitor and we hope a cost effective solution can be found in the near future.
Delivery to USA and Canada
Via carrier, signature required (7-10 working days) £20.00
Rest of the World Delivery
Via carrier, signature required (7-10 working days) £35.00
For reasons of hygiene, we are not usually able to offer refunds or exchanges on any opened product.
Gift Cards are non refundable and cannot be exchanged for cash. Products purchased Gift Cards are non refundable and non returnable.
If you wish to return your product purchased directly from www.genelaine.com, please follow the procedure set out below. If you have purchased any Skin Group (Equipment) Ltd product from a retailer or distributor please contact them or refer to their website for their returns policy.
1. Contact our friendly customer service team by e-mail at email@example.com within 14 days of purchase. Please remember to give us your order number, date of purchase, reason for return and whether you would like a return or replacement. We will consider your request and if return is authorised we will issue you with an authorisation reference number by return.
2. Wrap the item securely and return it in the original outer packaging with original despatch note by recorded delivery or in person to:
Skin Group (Equipment) Ltd
4 Aztec Row, Berners Road, London. N1 0PW
3. We will process any refund due to you as soon as possible and, in any event, within 30 days of the day we received your returned product.
We will send you a refund for the full price you paid for any product properly returned by you, in accordance with the terms of this returns policy, excluding the original delivery charges.
We will only refund any money received from you using the same method originally used by you to pay for your purchase.
If you purchased your products from one of our stockists you will need to organise your return directly with them.
You should inspect your order on receipt and check that everything specified on the delivery note is included. You will be deemed to have accepted the order unless you notify us upon receipt that there is a problem or you cancel your order in accordance with your cancellation right and/or you return the goods in accordance with the procedure set out above. If you fail to take such action, we are not obligated to accept any rejection by you of your order at a later date. You must return the item within 14 working days after the date you originally received your order.
You must return the item in the same condition in which you received it, unopened and in a re-saleable condition.
If you receive a damaged product, please e-mail us at firstname.lastname@example.org and follow the procedure as set out above. Please retain all packaging and damaged products for inspection by the carrier.
If you receive a defective or incorrect product, please e-mail us at email@example.com and follow the procedure as set out above. Once we have received the product and agree that it is defective, we will send you a refund for the full price of any product properly returned by you in accordance with the terms of this returns policy excluding the original delivery charges and including the costs of returning the product to us.
We will not issue a refund where we reasonably assess that a product has been used.
If free delivery was originally offered, we reserve the right to charge it at the standard rate for re-delivering your item.
Where goods are delivered to a third party, you may exercise the right to return as set out above.
The following kinds of products may not be returned under this policy:
Genelaine gift cards
You have a legal obligation to take reasonable care of the item(s) while they are in your possession. Items are returned at your own cost and risk.
Your statutory rights are not affected.