Returns & refunds
GENE WORK GROUP LTD · Updated 15 October 2026
Report a problem
Check the products when they arrive. If an item is damaged, incorrect, incomplete or does not match the agreed description, contact GENE promptly at +250 781 856 408 or gwbg06@gmail.com. Include the order reference, a description of the problem and clear photos where helpful. Keep the item, packaging and proof of payment available for review.
How a return is handled
Contact us before sending an item back so we can confirm the return location and collection arrangements. GENE reviews the issue with you and confirms an appropriate repair, replacement, return or refund arrangement, subject to applicable rights. Do not use a defective item where doing so could cause harm. For food, hygiene-sensitive items or customised products, tell us immediately so that the appropriate handling can be agreed.
Cancellation and money already paid
Eligible unpaid, unconfirmed orders can be cancelled from My orders. For orders already confirmed, dispatched or paid, contact GENE first. Cancelling an order in the website does not automatically transfer money back. Any amount due for refund, return transport arrangements, payment method and expected processing time will be confirmed with you after review. Never send an extra payment to an unknown contact to unlock a refund.
Services
Service cancellation, rescheduling and any work already performed are reviewed against the scope and appointment agreed before work begins. Contact GENE as early as possible if your plans change. This policy does not remove rights that apply by law.