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Defective extraction kits

It may happen, in exceptional cases, that you receive a product with a manufacturing defect or in poor condition. In such cases, we ask you to contact our Customer Service as soon as possible to report the issue.

You can contact us through various means, such as email ([email protected]), using the form on our website, or via chat. We will guide you through the process of replacing the defective product and the required steps.

When we confirm that the return is due to the fact that the product has some kind of deterioration or manufacturing defect, we will pay for the return shipping costs.

However, returns of products that have been opened or used will not be accepted unless they are damaged or defective. Returns of products damaged or spoiled by the customer will not be accepted. You must send a photo showing that the product is defective due to a manufacturing fault. If tellmeGen’s support team considers that the product is damaged by the customer, the money will not be refunded.

You must keep the invoice of the order to manage the return or replacement process.

For more information about the return and replacement processes, consult the policy for replacing defective products by clicking on the link.