Everything you need to know about approved product returns, damaged or incorrect items, the 14-day consumer withdrawal period, return shipping, exchanges, and refunds.
These headline conditions apply to eligible, approved returns. Product-specific restrictions and mandatory legal rights remain applicable.
Every return must be reviewed and approved before shipment. Contact us at [email protected] with your order, quotation, or invoice reference; the product catalogue number; lot number where available; quantity; and the reason for the request.
If the return is accepted, Gentaur will provide return instructions and, where applicable, a downloadable or printable return label. Products sent without prior written authorization may be refused or returned to the sender.
Because Gentaur supplies scientific, biological, temperature-sensitive, made-to-order, and regulated products, not every product can safely or legally be returned. Nothing in this Policy limits rights that cannot be excluded under applicable consumer law.
This category applies when the supplied product is incorrect, arrives damaged during transport, or has a confirmed defect or performance issue covered by the applicable sales terms.
Provided by email for download or printing after approval.
No cost to the customer for an approved claim.
This category may apply when an eligible customer ordered the wrong standard product or no longer wants an unopened item. Approval remains subject to product condition, customer status, product type, and applicable law.
Provided by email for download or printing after approval.
No cost to the customer when Gentaur approves the return.
Use the section navigation to review the conditions that apply to your return request.
To request a return, contact [email protected] within 14 days of receiving the product, unless a longer mandatory period applies. Include the following information:
The product must generally be unused, unopened, undamaged, and in its original packaging with labels, seals, accessories, and documentation intact. Proof of purchase is required.
Items sent back without written authorization and return instructions may not be accepted.
The standard accepted condition is new, unopened, unused, and in the original packaging. Returned products must not have been altered, relabeled, contaminated, improperly stored, or exposed to conditions outside the manufacturer's specifications.
Unless required by applicable law or accepted by Gentaur following a verified defect or delivery issue, the following products may not be returnable:
Business-to-business orders may be subject to the accepted quotation, purchase order, manufacturer restrictions, and other contractual terms. Consumer rights that cannot legally be excluded remain unaffected.
Inspect your shipment immediately after delivery. Contact us as soon as possible if the package or product is damaged, leaking, broken, warm when it should be cold or frozen, missing, incorrect, or otherwise appears unsuitable for use.
Keep the external shipping carton, labels, packaging, temperature indicators, dry-ice remnants, and all supplied products until Gentaur or the carrier confirms that they may be discarded. These materials may be required to assess the claim.
For a performance issue, provide the catalogue number, product name, lot number, storage history, protocol used, controls, results, and any other information requested by technical support. Gentaur may offer troubleshooting, replacement, credit, or refund depending on the investigation and applicable terms.
When an exchange is approved, the fastest process is normally to complete the authorized return and place a separate order for the replacement product. This allows the new order to be checked for availability, lead time, transport requirements, price, and regulatory conditions.
A replacement for a defective, damaged, or incorrectly supplied product may be arranged directly by Gentaur after the issue has been reviewed. Do not dispose of or return the original product until instructions are provided.
Eligible consumers purchasing through a distance contract may have the right to withdraw within 14 days after receiving the goods, without providing a reason, subject to applicable law and statutory exceptions.
The right of withdrawal may not apply to certain goods, including products made to the consumer's specifications, rapidly perishable products, and sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed. Scientific products may also be subject to transport, safety, biological, temperature, or regulatory restrictions that prevent resale or return.
To exercise an applicable right of withdrawal, submit the designated request through the Website or contact [email protected] before the deadline. Submitting a request does not by itself confirm eligibility; Gentaur will review the order and provide return instructions.
Eligible requests may also be submitted through the Withdrawal / Cancellation Request form .
For every approved return, Gentaur will provide shipping and packaging instructions. Where a return label is appropriate, it will be sent by email for download or printing. Approved return shipping is provided at no cost to the customer under this commercial Policy.
The customer must use the approved carrier, service level, label, packaging, temperature control, and dangerous-goods procedure specified by Gentaur. Products must never be returned using ordinary postal or courier services when they require dry ice, refrigeration, biological-material handling, hazardous-goods documentation, or other controlled transport.
Gentaur is not responsible for a return sent without approval or contrary to the supplied instructions. Unauthorized return costs, customs charges, disposal expenses, or regulatory fees may be charged to the sender where permitted by law.
We will notify you after the returned product has been received and inspected and will confirm whether the refund has been approved. Gentaur may withhold a refund until the goods are received or satisfactory evidence of authorized return shipment is provided, where permitted by applicable law.
Approved refunds are normally issued to the original payment method within 10 business days after approval. Bank, card, PayPal, Stripe, and other payment providers may require additional processing time before the funds appear in the customer's account.
Original standard delivery charges will be refunded when required by applicable consumer law. Additional delivery costs chosen by the customer, customs duties, import taxes, special handling charges, dry-ice charges, or regulatory fees may be non-refundable unless the return results from an error by Gentaur or the law requires otherwise.
If more than 14 business days have passed since Gentaur confirmed that a refund was approved, contact [email protected] with the relevant order or credit-note reference.
For return, replacement, exchange, or refund questions, contact:
Gentaur, Voortstraat 49, 1910 Kampenhout, Belgium
Obtain written authorization before mailing or delivering any return to this address.
Send us your order reference, catalogue number, lot number, and a short explanation of the issue. Our team will review the request and provide the correct return, replacement, or refund procedure.
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