Customer policies
Returns & Refunds
Last updated: July 19, 2026
Seven-day return requests
You may request a voluntary return within 7 calendar days after carrier-recorded delivery. Contact us before sending anything. A request made within the window does not guarantee acceptance until we verify eligibility.
Eligibility
The item must be unused, complete, and in its original packaging with manuals, tags, accessories, and seals intact. We may decline items showing installation, water exposure, wear, alteration, misuse, or missing parts. Opened consumables and clearance items marked final sale are not voluntarily returnable where permitted by law.
Damaged, defective, missing, or incorrect orders
These issues are handled separately from change-of-mind returns. Notify us promptly with the order number, packaging photos, and clear photos or video of the issue. Keep all packaging while we investigate. We will provide the appropriate replacement, refund, parts, or manufacturer-warranty path based on the verified issue and applicable law.
Shipping and inspection
For approved voluntary returns, the customer pays tracked return shipping unless we state otherwise. For a verified fulfillment error or covered defect, GERANO PRIME supplies instructions and bears reasonable return shipping. Unauthorized or postage-due parcels may be rejected.
Refund timing
After receipt and inspection, we aim to approve or explain the result within five business days. Approved refunds are sent to the original payment method. Your financial institution may require additional time to post the credit. Original expedited shipping is not refundable unless required by law or caused by our error.
Start a request
Include your order number, delivery date, item, reason, and supporting images when relevant. Reach us through support@geranoprime.com.