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Customer Service




Testimonials

We invite you to browse the testimonials left by our customers and their experiences. We hope that this will assist you in choosing the right products for you and your family.  View testimonials about GenEzentials products.


Products & Pricing

Descriptions and pricing of goods are correct at the time of publication but are subject to change without notice but the products will be billed based on rates in effect at the time of the order. The product remain the property of GenEzentials until full payment. If you are unsure please contact us.

Goods may vary from their actual description and you are deemed to have accepted the goods within 7 days of delivery, unless you notify us before then.

You may not resell our products as your own unless given authorization.

We will contact you within 48 hours if the goods are not able to be delivered. If goods is out of stock, it can be pre-order. Our system will notify you once you place an order of that particular goods and we will notify you after your payment.

All prices quoted are expressed in Australian dollars ($AUD) unless otherwise stated.


Creating an account & password

To create an account please click on "Create an Account" in the top navigation menu. Or alternatively when placing an order at the Checkout an account will automatically created . Should you need to log-off before finalising the order any items in the Shopping Cart will be saved for your next login. When returning to your saved order  you can continue to add or delete any item. Your details such as Address Book will be stored and re-enter will not be require. Please note we do not store credit card details -- customers must  enter every time at Checkout.

    Forgotten your password? Once after you tried to login at Customer Login and failed. Click on "Click here" link at the Secure Zone Access Denied page. Enter your username or email address and click on "Retrieve" link and an email will be sent to your nominated email address with your password within 15 minutes.  You may change the password as often as you wish by going to "My Account" and selecting "Update Profile".

     


    Postage and Delivery

    FREE shipping for all orders over $100 AUD being sent to an Australian postal address and $250 AUD to all other countries.

    Orders paid will not be shipped until the funds have been transferred or cleared. GenEzentials are not responsible for any incorrect information provided to us. You must provide us with correct delivery and payment information, failure to do so may result in delays or loss of goods. Once your order has been placed and confirm, shipping address can not be changed for that order.

    When purchasing online, our system uses Australia Post's formula for weight calculations to estimate shipping. The shipping cost quoted in our website includes shipping,handling fee and packing materials. (If possible, we will use reuse packing materials (recycle old boxes and etc) as much as we can to avoid cutting down more trees.) The postage cost quoted is in Australia dollars only. Shipping or deliveries is Australia Post economy regular mail service unless otherwise requested by customers. Tracking number and/ signature require extra fees payable by the customers.

    Orders placed will be shipped the next business day once the funds have been transferred or cleared. (Excluded Pre-Order, New South Wales weekends and New South Wales, Australia public holidays)

    Orders are shipped on New South Wales business days only (Monday-Friday)


    Shipping method Estimated Delivery
    Australian Post
    (Within Australia)
    2 - 5 business days
    Express Post
    (Within Australia)
    Next business day delivery
    International 5 - 12 business days

    We use Australia Post to deliver all of our orders, including express post and international shipments.

    Australia Post makes no guarantee of their delivery times and advises that delivery times depend on where the parcel was sent from and where it is being sent to, time in customs if applicable and may be subject to delay due to causes outside of Australia Post's control.

    GenEzentials not be held responsible for consequences due to delayed delivery not dependent on his/her will and loss of goods. Goods travel at the risk of the recipient.

    All events of any nature what so ever beyond the control of GenEzentials, such as force majeure (war, riot, strikes, accidents), administrative decision or stop transport, which would tend to delay, impede and make exorbitant execution of supply, are, by express agreement, a cause for suspension or termination of obligations of GenEzentials in its discretion, without compensation to the customer.

    If you want to have your parcel to be registered, please do not hesitate to contact us first before you place your order, an extra charge will be asked.

    If you have any questions regarding shipment, please do not hesitate to contact us.


    Payment Methods

    GenEzentials accepts credit card methods of payment.

    Paying online with credit card

    GenEzentials accepts online payments using the following credit cards: VISA and MASTERCARD. Credit card purchases will be displayed as GenEzentials.com on your credit card statement. Debit cards issued through Visa and Mastercard can also be used.

    GenEzentials uses the latest industry encryption technology to protect your credit card details during an online transaction. When purchasing from www.GenEzentials.com your financial details are passed through our server using the latest 128 BIT SSL Encryption. Your credit card will be charged when you place the order to ensure that the goods are dispatched with the minimum of delay. Credit card processing with the eWAY payment gateway.

    IMPORTANT: Internet security is a crucial issue for us and obviously it's an important issue for you too. As such, large transactions may involve additional screening and we will require confirmation on a couple of key details before we proceed. In this event, we will get in contact with you. In some cases this may delay your order by a day or two, but it is in the interests of all credit card holders that we go the extra mile.


    Refund/Exchange Policy

    GenEzentials is pleased to offer a satisfaction guarantee for all items purchased from us.

    If you simply are not satisfied with the product once you receive it, you are welcome to return it to us within 14 days (from the original date of dispatch). Change of mind or make a wrong decision Returns, the item must be returned to us in it's original condition – unused, undamaged and unopened, in a pristine saleable condition with the original packaging. Postage costs are not covered under our exchange policy – this is done at the expense of the customers. No refunds are offered except in the event of a faulty product. Once the item is returned and assessed, store credit is available in the event of an exchange and valid for 12 months. However, please contact us first to advise that you are returning the product. Please note we are unable to accept 'change of mind' or 'make a wrong decision' returns for bulk orders (i.e. 2 or more of the same products).

    The risks associated with the return of the item (loss or damage) are your responsibility.

    Should you believe the product is faulty, please contact us immediately to discuss the best course of action. Please contact us before you decide to return the products for the appropriate arrangement.

    We are unable to refund postage costs for returns, unless we have made a mistake and sent you the wrong product or the product is unusable due to a defect. In this case please contact us prior returning the product.

    Conditions:

    • No refunds or exchanges will be offered for products that have been used.
    • No refunds or exchanges will be offered on products where the packaging has been damaged.
    • GenEzentials is not responsible for the freight costs in returning the items to our warehouse, except where the goods are deemed faulty in which case GenEzentials will cover any postage costs. Please contact us prior returning the product.
    • Refunds will only be made by the original payment method, and in the case of credit cards only back to the original card

    We do not send damaged goods. Once the parcel(s) are collected by Australia Post we will not pay compensation for lost, stolen or damaged goods. 


    Privacy Policy

    GenEzentials is a secure site. Your credit card details are processed from a very secure site and are absolutely safe, you can be sure of it. We do not keep credit card details.

    Any personal details which GenEzentials receives from you as a result of an inquiry or order will be kept confidential. We guarantee to never disclose, sell, rent or exchange your personal details to any third party for any reason. GenEzentials carries the GlobalSign SSL Site Seal.

    You will receive email from us upon ordering to confirm your order from our store detailing the order number and shipping address.

    Emails update you on new products or sales or promotions and newsletter. If you no longer wish to receive any new products or sales or promotions and newsletter material you must advise us.

    Have you changed address or email? Login to update your details at any time.

    Changes to this Privacy Policy: This Privacy Policy was last modified on September 20, 2010. GenEzentials may revise this Privacy Policy from time to time by posting a revised Privacy Policy on our Website. We reserve the right to modify this Privacy Policy at any time, so please review it frequently.


    Security Info

    GenEzentials is a secure site. We strive to ensure the security, integrity and privacy of personal information submitted to our sites, and we review and update our security measures in light of current technologies. Unfortunately, no data transmission over the Internet can be guaranteed to be totally secure.

    However, we will endeavour to take all reasonable steps to protect the personal information you may transmit to us or from our online products and services. Once we do receive your transmission, we will also make our best efforts to ensure its security on our systems. Your credit card details are processed from a very secure site and are absolutely safe, you can be sure of it. We do not store any credit card details once your transaction is completed -- each times you go to Checkout, you will enter your credit card details.

    Website Security: We maintain physical, electronic, and procedural safeguards designed to help us protect your nonpublic personal information. For example, GenEzentials carries the GlobalSign SSL Site Seal. When you establish an account at GenEzentials, you choose a password to help protect your account information. A password is only as strong as you make it: you should select a unique password and keep it safe. You may change the password as often as you wish by going to “My Account” and selecting "Update Profile”. GenEzentials authorizes only those persons who need to know personal information to administer your account, to provide or inform you about products and services, or to maintain, improve or administer our website to access your personal information. They are obliged to respect the confidentiality of any personal information held by us. However, we will not be held responsible for events arising from unauthorised access to your personal information.

    When purchasing from www.GenEzentials.com your financial details are passed through our server using the latest 128 BIT SSL Encryption.


    Validation

    You acknowledge having read and accepted above terms and conditions for placing your order. The checkout process is acceptance of the above terms and conditions. Unless proved otherwise, the data recorded by GenEzentials constitute proof of all transactions made by GenEzentials and its customers.


    Copyright and Disclaimer

    COPYRIGHT
    All content, including site design, text, graphics and images are the property of GenEzentials Pty Ltd (ACN: 144 717 233) protected by international copyright laws. All rights are reserved. All logos and trademarks are the property of their respective owners. All products are subject to the copyright of their respective owners.

    DISCLAIMER
    The customer is responsible for determining whether a particular product is fit for purpose or use. Every effort has been made to ensure the accuracy of the information contained on this website. GenEzentials Pty Ltd, however, shall have no liability to any entity with respect to any inaccuracy, misleading information, loss or damage caused directly or indirectly by the information contained on this site. We reserve the right to correct and amend inaccurate information and are not bound in any way through the publication of incorrect information to honour or commit to obligations as a result of those inaccuracies. The information contained on our site is general in nature and is not an endorsement of any particular product. Information contained on this website are subject to change without notice.


    Feedback/Comments

    If you would like to comment or provide any feedback please do not hesitate to Contact Us.
    For testimonial please do not hesitate to fill up the Testimonial Form.