Services
Please send your product query to [email protected] or mail directly to your local agents.Your email should include the following information or attach the Information Form.
General Enquiry
Quote Request
Return and Replacement Policy
This policy only applies to products that are sold directly from C Genes to market. We may encounter the following four situations:
Products you no longer want before shipping
If items are ordered incorrectly, you may remove the items from your order by calling your agent followed by updating our customer support team and request a replacement within 3 calendar days from the day you place the order, which will be subjected a 20% return charge if any handling and packaging costs.
Products damaged or defective
If an item arrives damaged or defective, please contact us within 24 hours from the receipt of the item so we can correct this problem immediately.
Products sent to you in error
We follow careful order packing procedures to ensure every item in your order is correct. If occasionally we make mistakes with packing an incorrect item, please contact C Genes within 4 working days from the receipt of the item. Please keep the item in the original packaging and store according to instructions on the manual. We will get back to you promptly and make sure you receive the correct product at the earliest time.
Products not working as expected
Products not working as expectedQuality is the highest priority of all our work. Therefore, if a product does not perform as described on the manual please notify us within 12 months from the delivery.
Our technical support will examine details of your protocol to determine whether the problem is protocol related or product related. For protocol-related problems, we will give you professional advice. For product-related problems, we will resend another item or offer a refund.