New EU rules and regulations as part of article 20 of the Tobacco Product Directive come into effect on the 20th May 2016. As of the above date above Gecigarette, in line with these new laws will no longer dispatch orders made with the intention of being shipped to EU member states that does not permit cross-border distance sales of electronic cigarettes. EU states that allows cross border sales of electronic cigarette products can be found here.
We aim to dispatch most orders within 24 hours of receipt as most items are in stock. You will receive a confirmation email once we have dispatched the order.
Once your order has been dispatched from our warehouse, you will be sent a dispatch confirmation email with details of your order. (You can locate your order processing status information by entering your invoice number in the order tracking form on our homepage, where you can view and track your order status).
Please note not all orders can be tracked. Please allow 5 working days (10 working days for International Customers) before contacting us as sometimes it will take a while for the Post Office to deliver, or indeed fail to deliver and return the item(s) to us.
Delivery times are not guaranteed, they are estimates. Deliveries are generally made between 9am and 6pm. We take no responsibility for delays or non-delivery due to incorrect address or postcode supplied.
Our recorded delivery will require a signature upon delivery.
We do not accept responsibility for any orders international outside of the European Union that may be lost or seized by customs. In this event, we will be unable to resend the order to the customer or refund the order.
Refunds & Returns
By law, customerslocated in the European Union have the right to withdraw from the purchase of an item within seven working days of the day after the date the item is delivered. For more information, see Your Statutory Rights. Non European Union Countries are not eligible for refund/replacement for lost deliveries/missing items due to customs checks, laws and regulations.
If withdrawing from your purchase within the seven working days cooling-off period and there has been no error on our part, we will refund the cost of the item and the cost of sending the item to you as follows:
1) where returning an item that was part of a larger order, we will refund the per-item charge for delivery that you incurred
2) where returning an entire order, we will refund applicable per-item delivery charges and the per-delivery charge that you incurred
We won't refund the costs in returning the item to us and other services provided to you in connection with your purchase unless you return the item to us because of an error on our part, or because the product is defective.
If withdrawing from your purchase between seven and 28 days after delivery, and there has been no error on our part, we will refund the cost of the item only.
Items that have been found to be faulty after 28 days, but are still covered by their warranty period, can be returned and tested for replacement, however we will not be able to refund the cost of sending the item.
If you return something because of an error on our part or because it is damagedor defective, we will refund the delivery charges incurred in sending the item back to us. All goods must be returned in the original packaging. Items will NOT be eligible for a refund if it is tampered with in any way.
All return items will be checked for any defects or damages. In the event we find no fault, we reserve the right to re-charge you for returning the item to you.
Unless found faulty, used goods cannot be returned or refunded.
All products sold by Genesis are designed to be used with Genesis products. We cannot guarantee compatibility with other products.
‘Returned to Sender’ packages that have been dispatched with an incorrect/incomplete address provided by the customer during the order process, or if the order is undeliverable for any reason, we reserve the right to charge the customer for a redelivery charge. If customer wish to cancel the order, postage cost will be deducted from your refund (including order shipped on free delivery).
To organise the return of a faulty product, please email us at firstname.lastname@example.org or on 0121 382 4150 to speak to a member of our customer service team.
Orders are subject to the availability of stocks. If your choice of product is not available we will contact you to offer the following options:
1) Alternative product - if the product is less in value then a partial refund will be arranged - if the product is greater in value then additional payment will be required.
2) A delay until the product becomes available again.
3) Cancellation of the entire order in which a full refund will be issued.
4) If we are unable to contact you, we reserve the rights to provide a suitable alternative at our discretion with no extra charge. It is very important that you give us your correct contact details during the order process.