Visit our Warranty page for information on our Warranty policy.
Damaged Package Claims
If your package was damaged during transit, please contact us at (925) 364-7166 or rma@genstattu.com immediately within 48 hours of receiving your package. Customers with damaged packages can file a claim directly with us. Please keep all packaging (box, packing paper, etc.) for verification purposes. In many cases, we will request that the damaged product(s) be shipped back to us for verification. We may also require photos of damaged packages or parts for inspection purposes. Photos of damaged goods will help in expediting the process and providing a better resolution.
Lost Package Claims
If you have not received your order within the shipping time frame, please contact us to report your lost package. If your package is, in fact, lost, we will replace the package or credit your account for the full amount / offer you a refund for the full amount.
A refund or replacement will not be issued in the following cases:
1) If the package is not returned to our warehouse in a timely fashion. You can choose to have your order sent out another time and bear the postage. Alternatively, you can request a refund. A 15% Restocking Fee may apply.
2) If you filled out the wrong address for pick up.
Changing orders after payment
If you need to make any changes on your order, please contact the local US office immediately at (925) 364-7166 or contact your Account Representative. Depending on the situation, we may ask that the package be returned back to us, or we may change the order. A 15% Restocking Fee may apply.
General Return Policy
We try our best to provide a satisfactory shopping experience on genstattu.com. However, if you are not satisfied with your order, we can accept your return within 30 days of delivery under the following conditions and guidelines:
1) The product(s) must have been purchased directly from Genstattu.com and have never been used. The returned product (s) must be in new condition with the original packaging.
2) Please include a printed copy of the return form with your return package. If you cannot access the printer, please clearly write down all the return info in the return form. You can find the return form here
3) Customers MUST contact Genstattu.com customer service to receive a Return Merchandise Authorization Number (RMA #) before sending any item(s) for return. Genstattu.com will not be responsible for any returns without prior notice.
4) Unless the item is damaged or defective as a result of manufacturer's defect, customers will have to bear the shipping costs for the return.
5) A 15% Restocking Fee will apply on returns that are not related to the quality of the product or if the customer ordered the wrong item.
6) Your refund will be issued in the original method of your purchase.
Return Application Process
If you haven’t created an account with us, please contact us immediately at (925) 364-7166 or rma@genstattu.com. Download and fill in the return form found here, and then include it inside your return package.
If you have an account with us, please follow the return process below:
1) Log in your account, and then click “ACCOUNT” at the right-hand side of the home page.
2) Click the "Returns" tab and follow the directions to file an RMA, at which point you will be assigned an Return #. Please wait patiently for our return team to process your RMA. You may be asked to provide more information depending on the situation.
3) Please do not return any merchandise unless prompted to do so by the Gens Ace & Tattu team. Once you send out your return, please wait patiently for the the return to be received and verified at the US warehouse. To process the return faster, fill out the return form and include it in your return package. See details below.
4) Upon confirmation of receiving the return, you will be contacted by the return team either through email or through the RMA filed under your account.
Shipping your Return
When preparing your item(s) for shipment, please follow the following guidelines:
1) Include your return form, which can be found here.
2) Pack your items carefully and responsibly. Do NOT use padded envelopes as these can easily be ripped open and the contents may be lost.
3) Please ship your return package and provide us with the tracking #.
USA local customer service contact information:
Grepow Inc. | Gens Ace & Tattu
290 Lindbergh Ave | Livermore, CA 94551
+1 (925) 364-7166
rma@genstattu.com