Return Policy

Seven-Day Return Request Period

Unless a longer period is required by applicable law, customers must request a return within seven calendar days after the product is delivered.

A return request is not automatically approved. All returns require prior review and a Return Merchandise Authorization or other written return approval from Gene Industrial Solutions LLC.

Products sent to us without prior return authorization may be refused, returned to the sender, or held until the customer provides the information required to process the return.

Return Eligibility

To qualify for a discretionary return, the product must generally be:

• Unused, uninstalled, unmodified, and unaltered
• In the same condition in which it was received
• Complete with all accessories, parts, manuals, labels, and documentation
• In its original packaging
• Accompanied by the receipt, invoice, or other proof of purchase
• Returned according to the instructions provided with the return authorization

Testing, installation, engraving, modification, disassembly, misuse, contamination, or operation of the product may make it ineligible for a discretionary return.

Return Authorization Process

1. Kontakt warranty@masterpalm.us within the applicable return period.
2. Include your order number, product number or SKU, quantity, reason for return, and photographs when the product is damaged, defective, or incorrect.
3. Wait for written approval and return instructions before shipping the product.
4. Package the product securely and send it only to the return address specified in the authorization.
5. Keep the shipment receipt and tracking information until the return is completed.

Restocking Fee

Approved discretionary returns made for a refund are subject to a 25% restocking fee.

The restocking fee generally does not apply when the return results from a verified product defect, damage occurring before delivery, an incorrect product supplied by us, or another circumstance for which the fee is prohibited by law.

An approved exchange or replacement will not normally be charged the 25% restocking fee. Shipping charges, price differences, missing components, customer-caused damage, or other applicable costs may still apply.

Return Shipping

The customer is generally responsible for return shipping expenses for a discretionary return, exchange, incorrectly ordered product, or product that is no longer wanted.

When we provide a prepaid return label for a discretionary return, the cost of that label may be deducted from the refund or store credit.

Gene Industrial Solutions LLC will generally be responsible for reasonable approved return-shipping expenses when we verify that the product was defective upon delivery, damaged before delivery, or incorrectly supplied by us.

Original shipping charges and optional expedited shipping charges are nonrefundable unless the return resulted from our error or a refund is otherwise required by law.

Damaged, Defective, or Incorrect Products

Inspect your shipment promptly after delivery. Contact us as soon as possible if a product is damaged, defective, incomplete, or different from the product ordered.

Please provide:

• Your order number
• The product SKU and quantity affected
• A description of the problem
• Photographs of the product, packaging, shipping label, and visible damage
• Any other information reasonably needed to evaluate the claim

Do not discard the shipping carton, packaging materials, labels, damaged product, or components until we confirm that they are no longer required for inspection or a carrier claim.

Depending on the circumstances, we may repair the product, replace the product, supply missing components, issue store credit, or approve a refund.

Non-Returnable Products

The following products are generally not eligible for discretionary return:

• Custom-manufactured, modified, configured, engraved, or personalized products
• Special-order products procured specifically for the customer
• Products that have been used, installed, operated, altered, disassembled, or damaged after delivery
• Products missing original parts, accessories, packaging, labels, manuals, or documentation
• Consumable, contamination-sensitive, hygiene-sensitive, or limited-life components that have been opened
• Products containing hazardous, flammable, pressurized, or otherwise regulated materials that cannot be lawfully returned through normal transportation channels
• Clearance, final-sale, liquidation, or specifically designated non-returnable products
• Gift cards and promotional credits

A non-returnable designation does not eliminate any remedy that must be provided for a defective, damaged, misrepresented, or incorrectly supplied product under applicable law.

Exchanges and Replacements

An exchange or replacement requires prior approval. Do not place a separate replacement order unless instructed to do so.

If the replacement product costs more than the returned product, the customer must pay the difference before the replacement is released.

If the replacement product costs less than the returned product, the remaining approved balance will generally be issued as store credit unless applicable law requires a refund to the original payment method.

European Union and Other Mandatory Consumer Rights

When merchandise is sold to a consumer and shipped into a jurisdiction that provides mandatory cancellation or return rights, those statutory rights apply notwithstanding a shorter period stated elsewhere in this policy.

Eligible consumers in the European Union generally have the right to withdraw from a qualifying distance purchase within 14 days after receiving the goods, without providing a reason. Legal exceptions may apply, including exceptions for custom-made or personalized products and certain sealed products after they have been opened.

Any fixed restocking fee, store-credit limitation, return-shipping allocation, or other term in this policy applies only to the extent permitted by applicable law. This policy does not waive or restrict rights that cannot legally be waived.