FAQ

Simply browse our online catalogue or use the search facility to select the products you would like. Once you have found the items you would like to purchase, add them to your basket by clicking the “add to basket” button. 

You can view the quantity and cost of items in your basket (on every page on the top right-hand side) or by clicking the “view basket” link at the top of the screen. 

When you have selected all your products, proceed to the “checkout”. This can be done at any time, by clicking the “checkout” button on the right hand side. Once at the checkout (if you have not already logged into your account) you will need to select “new customer”. You will be asked to complete your details and delivery address/es. 

Your information will be held in your online customer account so that you can retrieve it quickly and easily for future orders (excluding debit/credit card details). You will also be asked to create a unique password so that you can access your account on subsequent visits.

If you have already registered online with Genesis Healing, simply enter your username and password to logon and retrieve all your saved information. At checkout, you can review and amend your order details on the “Basket” page. When you are ready to complete your order, click the “confirm order” button and you will be taken to our secure payment area. 

Once payment is complete, you will be provided with an online receipt to print for your records, along with confirmation of your order via email.

 We accept all major payment Cards and PayPal Credit for all online purchases.  All our online payments are secured by PayPal. No PayPal account registration necessary.

Yes, we take precautions to protect your information. When you submit sensitive information via the website, it is protected both online and offline.

Wherever we collect sensitive information, that information is encrypted and transmitted to us in a secure way. You can verify this by looking for a closed lock icon at the bottom of your web browser, or looking for “https” at the beginning of the address of the web page.

While we use encryption to protect sensitive information online, we also protect your information offline. Only employees who need the information to perform a specific job (for example, billing or customer service) are granted access to personally identifiable information. The computers/servers in which we store personally identifiable information are kept in a secure environment.

We offer FREE UK delivery on orders over £100. For orders below this threshold, shipping costs vary based on weight and location. Most UK orders arrive within 3-5 business days.

Return Policy

Return Authorisation Required
All returns must be pre-authorised. Please contact us via telephone, email, or by filling out the form below before sending back any merchandise. Returns sent without a Return Authorisation Number (RAN) will not be eligible for a refund.

Shipping Fees
If your original purchase qualified for free shipping and you choose to return part or all of your order, you will still be responsible for the original shipping and handling costs we incurred to deliver the products to you.

Return Eligibility
Both opened and unopened products may be returned for a full refund of the purchase price, provided that all items are in their original packaging. Return shipping costs are the responsibility of the customer.

Damaged or Defective Items
If you receive a product that is damaged or defective, please notify us immediately. We will send a replacement right away and include a prepaid Return Label for the damaged item(s). If you prefer a refund instead, the damaged or defective item(s) must be returned within 30 days.

Important Notes

• All returned items must be properly insured by the customer.

• Refunds are only issued upon receipt of returned merchandise.

• Shipping charges are non-refundable.

• We cannot issue refunds for returned items that are lost or damaged due to insufficient insurance.

• Absolutely no returns will be accepted after 30 days from the date of receipt.

To request a Return Authorisation Number, please contact us at:
📧 sales@genesishealing.co.uk

We are primarily based in the UK and mainly focus on UK deliveries. However, international shipping may be possible depending on your location, local shipping logistics, and the specific product you wish to purchase.

Please note that some products are restricted and can only be sold within the UK.

If you are an international customer, we kindly ask that you contact us first at sales@genesishealing.co.uk before placing an order. We’ll be happy to check availability and advise you on the best shipping options.