Orders are dispatched from our premises within 24 hours of being received, as soon as payment is confirmed, except on a Friday, when orders are dispatched the following Monday. Orders within the UK should reach the relevant destination within 2 to 5 working days. For orders within Europe, please allow 4-5 working days. For all other international destinations, please allow 7 working days for delivery. Please ensure that you provide a valid street address where somebody will be available to receive the parcel between 9am and 5pm as the courier service cannot provide specific delivery times. If you are unlikely to be at home during those hours, please provide an alternative address. The courier will leave a card with their details, in the event that you are not home. They will re-attempt delivery twice, or you will have the chance to collect your parcel from your local depot. Should these attempts to deliver still fail, then the parcel will be returned to Igennus. We regret that we will have to charge the normal postage fee if we have to re-send your parcel.
Lost or Damaged Shipment
Please contact us on 0845 1300 424 (Mon – Fri: 9:00am – 5:30pm). Please note that we cannot refund or replace lost parcels until 14 working days has elapsed since the order was despatched.
Returns and Exchanges
When you shop with us, we want you to be completely satisfied. If you are not happy with your purchase you can return it to us for a full refund, provided you inform us within 7 working days of receiving the goods. The cost of returning the goods to us is your responsibility.
If you receive your order and find that it has been damaged, is defective in any way or is not the item which you ordered, we will refund or exchange the item, including the cost of delivery, and the cost of returning the goods to us.
Please do not return an item without informing us and please ensure that all returned goods are clearly marked with your name and order details. Please return products in a saleable condition, unsoiled and with no damage to the container, lid, seal or label.
Please note that we do not issue refunds if the product has been opened. This does not affect your statutory rights.
As part of our commitment to providing a high level of service to all of our customers we welcome your views on your experience with the company and products. If for any reason you would like to register a complaint with us, please write in to us.
How to get in touch
E-mail: send an e-mail to email@example.com
By post: please write in to Igennus, 9 Chesterton Mill, French’s Road, Cambridge, CB4 3NP
Telephone: +44 (0)845 1300 424 (lines open 9:00 am to 5:30 pm Mon-Fri)
Please note that returns can take between 7-10 business days to receive and process, although we will do our best to minimise any delay.