Cancellation, Support, Warranty, and Return Policy

Cancellation
If any order is canceled before shipment a full refund will be processed quickly.

Support
We want to make sure you are happy and have the time to feel the benefits of the H2Genesys. We will jump through hoops to make sure you are satisfied. If anything goes wrong at all or something breaks, we will quickly send out replacement parts and help answer any questions you have. It’s not about the money, as long as we have the capacity we want as many people as possible to realize the potential of Molecular Hydrogen and share it with others.

We provide multiple ways of providing support as listed on our Contact Us page. In our experience, most issues are quickly without having to send items back for repair.

Our aim is to get the issue solved as soon as possible. We’ll assess what’s wrong and depending on circumstances we may offer a repair or where this is not possible we may replace the item with the same or equivalent model. In all cases we reserve a right to inspect the product and verify the fault.

Damaged Products
If you unpack your product and it is damaged, please contact us immediately. We will refund or replace any product that is agreed to be damaged. All damages must be reported to us via a method on our Contact Us page within 48 hours of receiving the delivery.

Faulty Products
First, we recommend checking with our post sales technical support team to see if we can solve your issue and save you the trouble of returning your item. We will then determine the best course of action.

Incomplete Orders
In the unlikely event that parts are missing from your delivery or the order is incomplete from that described, we reserve the right to supply replacements of those parts or items. Missing parts or items must be reported to us within 14 days of delivery.

Exchanges
If faulty within 60 days and the issue can not easily be resolved remotely, we may swap the unit out completely once the original is received back.

Warranty
One Year Limited Warranty includes parts, labor and “return to customer” shipping. Shipping charges for returning the unit to the company are paid by the customer. It is rare that the entire unit needs to be shipped back at all. In most cases, a replacement part is quickly mailed out to the customer with instructions on how to replace it. All of this is agreed upon beforehand by communicating with our support team.

If a unit is damaged due to misuse from over filling or running dry or not following procedures may lead to additional charges.

Service Agreement

After one year, we will repair any issues for the  lifetime of the original purchaser. Customer will pay shipping costs, and a minimal fee for parts and labor.

If you have purchased a used machine, and would like us to service the machine you will need to purchase your own Service Agreement to qualify for ongoing repair and services. Please contact us for more details. 

Return Policy
60 Day Guarantee
Occasionally, we know you may wish to change your mind. Under our 60 Day Money Back Guarantee any product purchased from us may be returned for a refund as long as it is unused and in its original packaging with all the original components, parts and any documents. Customers will pay return shipping and the original shipping charges will be deducted. An additional 10% restocking fee will apply. This fee pays for our selling fees that are not refunded to us upon your refund.

Upon receipt of a returned item we will check the item. If when inspected, goods are found to have been used, damaged or incomplete we reserve the right to refuse a refund or provide a partial refund.

Partial Refunds and Returns After 60 Day Guarantee
In rare cases, it has happened that a client just does not see a fit for our product and does not see themselves using it anymore. We try to be as accommodating as possible. We can not guarantee any refunds after 60 days but in some extreme cases will consider partial refunds. Preliminary details should be agreed upon before shipping the unit back or no partial refund is guaranteed. Final details and refund will be determined once the unit is received and inspected.

Fixed Costs that will count against any refunds.

  • Shipping charges
  • Any savings based on Discount Coupons
  • Any affiliate commissions already paid out
  • Used cannulas
  • Restocking fee 10%

Additional details that are considered when calculating a partial refund

  • How long it has been since the original purchase
  • If the items were unboxed
  • If the items was used
  • If all parts are included
  • The state and conditions of the items
  • If the item was used correctly or appears to be misused.
  • Time and parts needed to refurbish the unit for resale
  • Adequately packaged and insured when shipping to cover potential shipping damage.

Please contact us for support and before returning any item to us. Returns must be authorized.
If anything is unclear or you have more questions feel free to contact our customer support team.

 

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