At Gene-On, we understand that trying a new product — especially for your skin — takes trust.
That’s why we offer a clear and fair refund policy designed to protect both you and the integrity of what we do.
Below you’ll find exactly how we handle refunds, returns, and product issues.
Refund Eligibility
We offer refunds on first-time purchases under the following conditions:
Your request is sent within 30 days of receiving the product.
You’ve used the product consistently for at least 3 weeks, following our recommended routine.
You haven’t seen any visible improvement in your skin.
(Keep in mind: most users begin to see results between weeks 4 and 6 — some earlier.)
You include a short explanation of your experience, so we can keep improving.
If you’ve followed the routine and didn’t see the results you hoped for — we’ll help you figure out the next best step.
Refunds may be declined if the product was not used as directed or returned in unsellable condition.
Note: Certain products or promotional offers may include an extended guarantee period (e.g., 60 days). These cases are covered under the same terms outlined here, with the extended timeline applying only to eligible items.
Before You Refund: Let’s Find What Works
In many cases, customers who initially felt the product didn’t “work” just needed a few tweaks to get the results they wanted.
So before we go straight to a refund, we’re happy to offer:
Personalized guidance to optimize your routine
A free upgrade to a product that may suit your skin better
Store credit so you can reorder when the time is right
Our goal is for you to feel confident about your skin — not stuck with something that’s not helping.
How to Request a Refund
If you’d like to move forward with a refund, just send us an email at [email protected] with the subject line: Refund Request
Please include:
Your order number
A brief description of your experience
Confirmation that you’re returning the product and will provide a tracking number
We’ll review your request and guide you through the next step.
Returns: What to Know
Refunds are issued after we receive and inspect your return.
The product must be returned in reasonable condition.
Customers cover return shipping and must provide a valid tracking number.
If your original order had free shipping, we’ll deduct $9.95 from the refund to cover shipping costs.
Refunds are limited to one unit per customer, even if multiple units were purchased and only one was used.
If you’re unsure whether it’s right for you, we recommend starting with a single bottle.
This keeps things fair for all customers and helps prevent abuse of the policy.
What’s Not Refundable
To protect the integrity of our policy, we reserve the right to decline refunds if:
The returned product is heavily used or damaged
The account shows a pattern of excessive returns
Refunds are not available on heavily discounted or final-sale items (unless otherwise stated).
What If My Product Arrived Damaged?
If your order arrived damaged or defective:
Please contact us within 7 days of delivery.
We’ll ship you a replacement at no cost — no need to return the damaged one.
We don’t offer refunds for damaged items — we replace them instead.
We’ll make it right — either by sending a replacement or offering a suitable resolution depending on the issue.
If you have any questions about this policy or your experience with the product, feel free to reach out: [email protected]
We’re here to help — and we genuinely want you to get the results your skin deserves.