Cancelling / Returning

Q: I have changed my mind, can I cancel my order? 

A: Sorry to hear that. At Genkisan we generally accept cancelling orders as long as the order hasn't been processed. We normally send an email to confirm once the order has been placed, prior to which you can cancel your order by sending an email to info@genkisan.co.uk. Please note that you will need a confirmation email from Genkisan to ensure the cancellation has been processed. Unfortunately we won't be able to accept cancellation once the order is placed. 

 

Q: My products have arrived but they are damaged or faulty, what can I do?

A: In some rare occasions the products may have been damaged during the shipping process, we sincerely apologise when such events occur especially given the amount of time you would have waited for your product. Please contact us at info@genkisan.co.uk with your order number, the details of the damaged/faulty products and an image if possible. We will process your query as soon as we can and to have your product replaced.