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Return Policy

GREPOW, INC.

Return Policy

30-day non-defective returns for products purchased directly from genstattu.com. Manufacturing defects are handled under the Warranty Policy.

30 days
Request window after delivery
Unused & complete
Original packaging and accessories required
15% restocking
Applies to eligible non-defective returns

1 Scope

This policy applies to products purchased directly from genstattu.com, including Gens ace, Tattu, and LOKITHOR products.

For purchases from another retailer, dealer, or distributor, contact the original seller regarding its return process.

Manufacturing defect claims are handled under our Warranty Policy. The 30-day non-defective return window does not shorten the one-year manufacturing defect warranty.

2 Non-Defective Return Window

Submit your non-defective return request within 30 calendar days of receiving the product.

Requests submitted after this period will not be accepted. Eligibility is based on the date you submit the request, rather than the date our team finishes reviewing it.

3 Required Product Condition

Products must:

  • Be unused and in like-new condition.
  • Have no cosmetic damage or signs of use.
  • Be in their original, undamaged product packaging.
  • Include all original accessories and supplied components.
  • Be unmodified, including their original plugs and connectors.

Used products, products with cosmetic damage or damaged packaging, and products missing accessories are not eligible for non-defective returns.

These requirements do not prevent customers from submitting a manufacturing defect claim under our Warranty Policy.

4 Return Authorization

All returns require prior approval.

Contact support@gensace.com or +1 (925) 364-7166 and provide:

  • Your order number and purchase information.
  • The product and quantity to be returned.
  • The date you received the product.
  • The reason for the return.
  • Photographs of the product, packaging, and accessories, if requested.

Once approved, we will provide a return authorization and instructions, including the correct return destination.

Do not ship first: Do not ship products before receiving approval. Return authorization does not guarantee a refund; all returned products are subject to inspection.

5 Non-Defective Return Shipping

Customers must arrange and pay for return shipping for non-defective returns. We do not provide return shipping labels for these returns.

Use suitable protective outer packaging to protect the product and its original packaging. Include your order number and return authorization inside the parcel.

Use a shipping service with tracking and retain your shipping receipt. Follow applicable carrier requirements, including requirements for lithium batteries.

6 Restocking Fee and Shipping Charges

A 15% restocking fee applies to eligible non-defective returns, including items ordered incorrectly or returned because the customer changed their mind.

The fee is calculated on the purchase price actually paid for the returned item after product discounts, excluding tax and shipping.

The restocking fee is deducted from the product refund. Original shipping charges are non-refundable for non-defective returns.

7 Inspection and Refunds

We will inspect returned items to confirm that they meet the eligibility requirements.

If a return is declined because the product has been used, modified, damaged, or returned with damaged packaging or missing accessories, we will notify the customer and explain the reason.

Approved refunds will be issued to the original payment method after inspection. Applicable taxes will be adjusted as required. The time for funds to appear depends on the payment provider.

8 Manufacturing Defect Returns

Contact us before returning a product with a suspected manufacturing defect. These claims are evaluated under our Warranty Policy.

For approved quality-related returns requiring shipment back to us, we will provide a return shipping label and instructions.

Unsafe batteries: Do not independently ship a suspected defective product before approval. Contact us for specific handling instructions for damaged, swollen, leaking, or unsafe batteries.

No restocking fee applies to approved warranty claims for confirmed manufacturing defects.

9 Shipping Damage and Fulfillment Errors

Contact us promptly if an order arrives damaged, contains an incorrect item, or has missing items.

Provide your order number, a description of the issue, and relevant photographs. Retain the product, shipping box, shipping label, and packaging while we investigate.

These issues are handled separately from non-defective returns. Do not return an item until our team provides instructions.

10 International Orders

International orders are not eligible for non-defective returns under this policy, except where applicable law requires otherwise.

Contact us regarding suspected manufacturing defects in international orders.

11 Consumer Rights

Nothing in this policy limits rights or remedies that cannot be excluded or restricted under applicable law.

12 Contact and Related Policies

Related policies

For manufacturing defect coverage, see our Warranty Policy.

For expedited shipping, delivery delays, and shipping fee refund requests, see our Shipping Policy.