Refund Policy

Return Inspection and Refund Approval

Returning a product does not automatically guarantee a refund. After an authorized return is received, Gene Industrial Solutions LLC will inspect the product and determine whether it satisfies the applicable return requirements.

We will notify the customer after the inspection and advise whether the return has been approved, partially approved, denied, approved for replacement, or approved for store credit.

The inspection may evaluate the product's condition, packaging, completeness, serial number, operating history, signs of installation or use, and consistency with the reason stated in the return request.

Refund Method

Approved monetary refunds will generally be issued to the original payment method used for the purchase.

We cannot normally redirect a card refund to a different credit card, bank account, PayPal account, individual, or business. If the original payment method is no longer available, the payment provider's procedures and applicable law will determine the available refund method.

Refunds for split-payment orders may be returned proportionally to the original payment methods or invoices.

Refund Processing Time

After a refund is approved, Gene Industrial Solutions LLC will generally submit it to the original payment method within 10 business days.

The time required for the refund to appear in your account is controlled by the bank, card issuer, PayPal, or other payment provider. Their processing time may continue after we submit the refund.

If more than 15 business days have passed since we confirmed that a refund was approved, contact sales@masterpalm.us.

Refund Deductions

An approved refund may be reduced by applicable amounts including:

• A 25% restocking fee for an approved discretionary return
• Return-shipping expenses for which the customer is responsible
• The cost of a prepaid return label issued for a discretionary return
• Nonrefundable original or expedited shipping charges
• The reasonable value of missing parts, accessories, manuals, packaging, or documentation
• Loss in value caused by use, installation, modification, damage, improper handling, or incomplete return
• Other deductions specifically authorized by the customer or permitted by applicable law

A restocking fee and customer return-shipping deduction will not normally apply to a verified defective product, product damaged before delivery, or incorrect product supplied by Gene Industrial Solutions LLC.

Original Shipping Charges

Original shipping, handling, insurance, expedited-service, and delivery-upgrade charges are generally nonrefundable for discretionary returns or customer ordering errors.

Applicable original shipping charges will be refunded when the return results from a verified error by Gene Industrial Solutions LLC, a product damaged before delivery, or another circumstance requiring reimbursement under applicable law.

Canceled Orders

When an order cancellation is approved before fulfillment begins, the eligible amount will be returned to the original payment method.

A cancellation request submitted within 24 hours is not automatically guaranteed. An order may no longer be cancelable after production, assembly, procurement, picking, packing, customization, or shipment has begun.

If we cancel an order because a product is unavailable, a payment cannot be verified, an order cannot be fulfilled, or we cannot ship within an accepted delivery period, the unfulfilled amount will be refunded as required.

PayPal and Pay Later Refunds

Refunds for PayPal transactions are submitted through PayPal. The time required for the refunded amount to appear depends on PayPal and the funding source used for the original transaction.

When an order was financed through PayPal Pay Later or another financing provider, the provider will determine how the refund affects the customer's financing balance, payment schedule, interest, or completed installments.

Customers remain responsible for required financing payments until the financing provider confirms that the refund has been applied to the account.

Store Credit

Approved exchanges may result in store credit when the replacement product costs less than the returned product.

Store credit is not redeemable for cash and may be subject to reasonable account-verification requirements, except where applicable law requires a monetary refund.

Refunds for Damaged, Defective, or Incorrect Products

When we confirm that a product was defective upon delivery, damaged before delivery, incomplete, or incorrectly supplied, we will determine an appropriate remedy based on the circumstances and applicable law.

The remedy may include:

• Repairing the product
• Replacing the product
• Supplying a missing component
• Issuing store credit
• Issuing a partial refund
• Issuing a full refund

We may require photographs, inspection, troubleshooting, carrier documentation, or return of the product before approving a refund.

Denied or Reduced Refunds

A refund may be denied or reduced when:

• The return was not authorized
• The return request was submitted outside the applicable period
• The product is non-returnable
• The product was used, installed, modified, altered, contaminated, or damaged after delivery
• The product or packaging is incomplete
• The returned product does not match the authorized product or serial number
• The claimed condition cannot be verified
• The return otherwise fails to satisfy the Return Policy

We will provide the customer with notice when a refund is denied or materially reduced.

Payment Disputes

Contact us promptly if you believe that a charge or refund is incorrect. We will review the transaction and attempt to resolve legitimate billing concerns.

Nothing in this policy prevents a customer from exercising dispute rights available through the customer's financial institution or payment provider.

Mandatory Legal Rights

This Refund Policy does not exclude, waive, or reduce any refund, cancellation, warranty, or consumer-protection right that cannot legally be excluded.

If a provision of this policy conflicts with a mandatory law applicable to the transaction, the mandatory legal requirement will control.