TERMS OF SERVICE

Last updated: 21/09/2026

These Terms of Service govern your use of the Genoine website and any purchases made through our online store.

Business address: 106 Thornhill Road, B21 9BU
Email: support@genoine.com
Company number: 07311242142

Our online store is hosted by Shopify, which provides the ecommerce platform that allows us to offer and sell our products to you.

By accessing our website, placing an order or otherwise using our services, you agree to these Terms together with our Privacy Policy, Refund Policy and Shipping Policy.

Nothing in these Terms affects any statutory rights you have as a consumer.

1. USING OUR WEBSITE

You may use our website only for lawful purposes.

You must not misuse the website, knowingly introduce viruses or other harmful material, attempt to gain unauthorised access to the website or its systems, interfere with its operation, or use it in a way that violates applicable law or the rights of another person.

We may restrict or suspend access to the website where reasonably necessary for security, maintenance, suspected misuse or legal compliance.

2. PRODUCT INFORMATION

We make reasonable efforts to ensure that product descriptions, images, specifications, prices and other information displayed on our website are accurate.

However, colours and appearance may vary slightly depending on your screen, device and display settings.

Packaging may also differ from images shown where this does not materially affect the product.

Nothing in these Terms limits your statutory right to receive goods that are as described, of satisfactory quality and fit for any particular purpose made known to us where applicable.

We may update, modify or discontinue products from time to time.

3. PLACING AN ORDER

When you submit an order through our website, you are making an offer to purchase the products in your order.

After placing an order, you should receive an order acknowledgement by email. An acknowledgement that we have received your order does not necessarily mean that your order has been accepted.

A contract between you and Genoine is formed when we confirm acceptance of your order or dispatch the goods to you, whichever we specify in your order confirmation.

We may refuse or cancel an order where there is a legitimate reason to do so, including:

• the product being unavailable;

• an obvious pricing or description error;

• inability to authorise your payment;

• suspected fraud or unauthorised activity;

• restrictions on shipping to your location; or

• legal or regulatory requirements.

If we cancel an order after payment has been taken, we will refund the amount paid for the cancelled item or order.

Please ensure that the information you provide when ordering is accurate and complete.

4. PRICES AND PAYMENT

The price payable is the price displayed at checkout when you place your order, subject to correction of obvious errors.

Where required by law, prices shown to consumers include applicable taxes.

Any delivery charges or other mandatory charges will be clearly displayed before you place your order.

You must use a payment method that you are authorised to use.

Payments may be processed by Shopify Payments or other third-party payment providers. Those providers may process your information in accordance with their own terms and privacy policies.

5. DELIVERY

Delivery locations, estimated delivery periods and delivery charges are set out on our website and/or Shipping Policy.

Delivery times provided by us are estimates unless we expressly agree a guaranteed delivery date with you.

Where UK consumer law applies, we will deliver goods without undue delay and normally within 30 days of the contract being formed unless a different delivery period has been agreed with you.

We are not responsible for delays caused by circumstances genuinely outside our reasonable control, although this does not affect any rights you may have where goods are delivered late or not delivered.

The goods remain at our risk until they come into the physical possession of you or a person identified by you to receive them.

An exception may apply where you independently arrange a carrier that we did not offer as a delivery option.

You are responsible for providing a complete and accurate delivery address.

6. RIGHT TO CANCEL ONLINE ORDERS

If you are a consumer purchasing online and the Consumer Contracts Regulations apply to your purchase, you will generally have the right to cancel your order without giving a reason.

For most goods, the cancellation period ends 14 days after the day on which you, or someone nominated by you other than the carrier, receives the goods.

To exercise your right to cancel, you must clearly notify us before the cancellation period expires.

You can contact us at:

support@genoine.com

You then normally have 14 days from telling us that you wish to cancel to return the goods.

Further information about returns is provided in our Refund Policy.

7. RETURN COSTS AND REFUNDS

Unless the goods are faulty, incorrect or otherwise not supplied in accordance with your legal rights, you may be responsible for the direct cost of returning an item where we informed you of this requirement before purchase.

Where you validly exercise your statutory cancellation right, we will refund payments we are legally required to refund, including the cost of our least expensive standard delivery method where applicable.

If you selected a more expensive delivery option, such as express delivery, we are not required to refund the additional amount above our standard delivery charge.

We may make a reasonable deduction from a refund where the value of goods has been reduced because you handled them beyond what would reasonably be necessary to establish their nature, characteristics and functioning.

Refunds will normally be made using the original payment method.

Nothing in this section limits your rights where goods are faulty, damaged, misdescribed or otherwise fail to comply with applicable consumer law.

8. PRODUCTS THAT CANNOT BE RETURNED UNDER THE CHANGE-OF-MIND RIGHT

Certain statutory exceptions to the cancellation right may apply.

For example, where goods are supplied sealed and are not suitable for return for health protection or hygiene reasons, the statutory cancellation right may cease once the goods have been unsealed after delivery.

Other legal exceptions may include personalised goods, certain perishable products and other categories specified by applicable law.

Any restriction under this section applies only where legally permitted.

It does not remove your rights where a product is faulty, damaged, misdescribed or otherwise fails to conform to the contract.

9. VOLUNTARY GUARANTEES

From time to time, we may provide a money-back guarantee, warranty, trial period or other voluntary guarantee in addition to your statutory rights.

Any such guarantee will be governed by the conditions displayed with the relevant offer.

A voluntary guarantee is provided in addition to, and does not replace or reduce, your statutory consumer rights.

10. DAMAGED, FAULTY OR INCORRECT PRODUCTS

If you receive a damaged, faulty or incorrect product, please contact us at support@genoine.com with your order details.

Consumers have legal rights relating to goods that are faulty, not of satisfactory quality, not fit for purpose or not as described.

Our Refund Policy does not limit those rights.

11. INTELLECTUAL PROPERTY

Unless stated otherwise, the content available through the Genoine website, including our branding, logos, product photography, graphics, written content, designs and website materials, belongs to us or is used by us under licence.

You may access the website for your personal, non-commercial use.

You may not reproduce, distribute, sell, exploit or commercially use our protected content without our prior written permission, except where permitted by law.

Third-party trademarks remain the property of their respective owners.

12. CUSTOMER REVIEWS AND CONTENT

If you submit a review, photograph, comment, suggestion or other content to us, you confirm that you have the right to provide that material and that it does not violate another person's rights or applicable law.

You grant us a non-exclusive, worldwide, royalty-free licence to use, reproduce, display and share content that you voluntarily submit to us for purposes connected with operating, marketing and improving Genoine.

Where legally required, we will not represent incentivised reviews as independent or unincentivised reviews.

We reserve the right to remove content that is unlawful, abusive, fraudulent, misleading or infringes another person's rights.

13. THIRD-PARTY SERVICES AND LINKS

Our website may contain links to or integrations with third-party websites, payment providers, applications or services.

We are not responsible for third-party websites that we do not operate.

Your use of those services may be governed by separate terms and privacy policies issued by the relevant third party.

14. SHOPIFY

Genoine is powered by Shopify, which enables us to provide our online store and related ecommerce services.

However, purchases made through our store are made directly between you and Genoine.

Shopify is not the seller of the products purchased from Genoine.

Nothing in this section excludes any rights or remedies that cannot lawfully be excluded.

15. PRIVACY

Our collection and use of personal information is described in our Privacy Policy.

Because our store is hosted using Shopify, Shopify may also process certain information relating to your use of our store.

You can review Shopify's privacy information through Shopify's website.

Please read our Privacy Policy for information about how we collect, use, store and share personal information.

16. WEBSITE AVAILABILITY

We aim to keep our website available and functioning correctly, but we do not guarantee that access will always be uninterrupted or error-free.

We may temporarily suspend access for maintenance, security, technical issues or reasons outside our reasonable control.

Nothing in this section affects obligations relating to orders that we have already accepted.

17. LIABILITY

Nothing in these Terms excludes or limits liability where doing so would be unlawful.

In particular, nothing in these Terms excludes or limits liability for:

• death or personal injury caused by negligence;

• fraud or fraudulent misrepresentation;

• breach of rights that cannot lawfully be excluded under consumer protection law; or

• any other liability that cannot legally be excluded or limited.

If you are a consumer, we are responsible for losses that are a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill.

We are not responsible for losses that were not reasonably foreseeable when the contract was entered into.

Our products are supplied for private and domestic use unless expressly stated otherwise. We are therefore generally not responsible to a consumer for business losses such as loss of profits, loss of business, loss of business opportunity or business interruption.

Your statutory rights remain unaffected.

18. EVENTS OUTSIDE OUR CONTROL

We will not be responsible for a failure or delay in performing an obligation where that failure or delay results from circumstances outside our reasonable control.

Where such circumstances materially affect your order, we will take reasonable steps to minimise the effect and will inform you where appropriate.

Your statutory rights, including rights relating to substantially delayed delivery, remain unaffected.

19. CHANGES TO THESE TERMS

We may update these Terms from time to time to reflect changes to our business, website or applicable law.

The Terms that apply to a particular purchase will normally be those in force when your order was placed.

Changes to these Terms will not retrospectively reduce rights relating to an existing order except where permitted or required by law.

The latest version will be displayed on this page together with its last-updated date.

20. SEVERABILITY

If any provision of these Terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply.

The affected provision will apply only to the maximum extent legally permitted.

21. NO WAIVER

If we do not immediately enforce a provision of these Terms, that does not mean we have waived our right to enforce it later.

22. GOVERNING LAW

If you are a consumer resident in the United Kingdom, these Terms are governed by the laws of England and Wales, subject to any mandatory consumer protections that apply to you.

Nothing in these Terms deprives a consumer residing elsewhere of any mandatory protection they are entitled to under the laws applicable to them.

Any dispute may be brought before a court that has jurisdiction under applicable consumer law.

23. CONTACT US

Questions regarding these Terms, your order or our products can be sent to:

Genoine
Email: support@genoine.com

MODEL CANCELLATION FORM

You may use the following form to cancel an eligible order, although you are not required to use this exact wording.

To: Genoine, support@genoine.com

I/We hereby give notice that I/We cancel my/our contract of sale for the following goods:

Order number:
Goods ordered:
Date ordered:
Date received:
Name of customer:
Address of customer:
Date: