Refund policy

At Genesis, we simply want you to be happy with your purchase from us.

Happiness for us is defined as when you (the customer) have received your item and are totally happy with it.  Please do not use something you intend to return as this will prevent our accepting the returns. 

In the interest of good customer, company relations we also kindly ask you to observe we are not a bag hire company.  Our QC process is second to none and they are also the returns inspectors.  Embarrassing as it may seem, some people think that once they return from their holiday they will be able to return the bag and get a refund.  This is not the case and with over 16 years of experience our inspectors are experts.  Returns should be within fourteen days of the receipt of the bag.  Genesis will make allowances up to 21 days if emailed immediately with mitigating circumstances. 

Infrequently (but it can happen) something can actually go wrong.

POSTAGE ISSUES:
We use a number of couriers such as the Royal Mail, APC and UPS.  Whilst these couriers take every care with your delivery, sometimes these can and do get delayed or lost.  The Royal Mail for instance does not consider something to be lost until fifteen (15) days have elapsed.  Please be patient (especially if overseas) but if you feel something has gone astray, please contact us directly.  We will not normally refund products (or despatch a replacement) until confirmation of the product being lost by the courier has occurred or until a return is received by us.   

IF ANY ITEM IS NOT RECEIVED, PLEASE GET IN TOUCH WITH US.

if there is a problem, we want you to know that we will wish to solve it.

This should not cause conflict and we will make every effort to help.  Always remember, we are real people trying to provide the best service we can.  We would not knowingly wish to upset you.  We do not knowingly send out faulty goods.

IF THERE IS A PROBLEM, the following three steps should help correct it.

 

Step 1) Upon receipt of goods, check them over. If they meet your expectations, all is good. If not go to step 2.

 

Step 2) If you are unhappy please contact us immediately via e-mail or telephone and state why. Please give as much information as possible as to why you are unhappy. We will contact you as soon as we can to discuss the issue. We may ask you to return the item which is explained in Step 3.
 

 

Step3) If the item needs to be returned you will need to arrange this yourself in the first instance.  We expect (as was used to send it to you) that you will use Royal Mail First Class Recorded service or similar traceable service up to the value of £4.99. We will not accept that goods have been returned, without conclusive proof of posting/tracking. Genesis may reimburse you for this return cost (up to £4.99) in the event of a manufacturing error for instance but please be aware, we may not reimburse this cost if the item was returned used or deemed to be damaged by a third party for example. Once we receive the goods, we will inspect them and email our findings.  Genesis will then repair or replace the goods and despatch (in the event of a wrong size) the appropriate size. This additional postage (to send the item back) will be paid by Genesis in order to maintain good relations. We trust that our position is understood.

 

All returns should be sent within a reasonable time period. We deem it reasonable to be within fourteen days. Items must be returned in an unused condition.  We will not issue refunds for used or damaged items.  If you do not accept these terms please do not order the goods.

 

DAMAGED GOODS

Our Quality Control is second to none and every single item is hand-checked before being packed.  If your item is not received in perfect condition, however (damaged in transit for instance, or accidentally cut with knives or scissors when opening the package) then you must contact us immediately via email in accordance with step 1.  Our inspection will be equally as thorough as our QC process and check the same elements.

Items damaged during or after use (i.e. damaged by baggage handlers negligence or any other third party damage) can still be returned but are unlikely to result in refunds unless considered a manufacturing fault.  Step three makes this clear and we reserve the right to charge for repairs.  Frequently repairs are carried out free of charge and we make every effort to keep things in favour of you, the customer.   In instances of third party damage (like Baggage Handlers) Genesis are happy to provide an inspection report (email) which may assist you to make a complaint to your airline or tour operator.  

 

BESPOKE, custom / made to measure goods.

Genesis will not provide full refunds for made to measure items.  Part refunds may be offered but full refunds will only be given in the form of a credit note for alternative Genesis goods.  A purchase is considered acceptance of these conditions and our returns policy remains as follows.

 

Steps 1 - 3 still apply, however, please note the following. As you can appreciate, this service can be a little problematic if the sizes given are incorrect for instance. Please ensure that you make all measurements as accurately as possible. In the event of a made to measure bag needing further adjustments, a small charge may be made for alterations. Charges will be proportionate to the work carried out and will not exceed 50% of the item value on any given return. We want you to be entirely happy with your item and often there is no charge if the alteration is minor.

Please do not return products without direct communication with Genesis as this will only result in the product being returned to you the buyer. We will only issue PART refunds to UNUSED made to measure products products as the item was made specifically for you and could be unique.   This refund, if granted will only be a part refund as discussed below in the custom made products returns.

Custom made products:  Genesis regrets that it is unable to refund monies on custom made items under normal circumstances. Custom items are made under instruction from the client and supplied accordingly.  Customers are politely requested to consider that our labour, design time and administration costs were a considerable percentage of the items cost value.  Such costs must be met by the customer.  In keeping with good relations, we are happy to provide a credit note for any returned items under step 3.  In the case of faulty goods, we anticipate prompt communication as per step 1.  Faulty goods will be inspected upon return as per step 3.  Genesis will repair and return faulty goods in the event of a manufacturer's fault.  Should the damage be considered negligent, wilful or otherwise a third party act beyond the control of the manufacturer we will contact the customer to discuss.  We trust our position is clear.  Please ask if unsure before purchase.

 

RETURNS ADDRESS:   Midwater Luggage (Genesis is a brand name)  R&D 28 Primrose Street, Rochdale, OL12 6AW telephone 01706527306

 

PLEASE CHECK AND DOUBLE CHECK MEASUREMENTS BEFORE ORDERING TO AVOID DISAPPOINTMENT.

 

None of the above affects your legal/statutory rights.  We understand the Consumer Contracts Regulations 2014. 

We simply want you to be happy. Please help us, to help you.