Returns, Exchanges & Refunds
Something not quite right? Let’s get that fixed for you.
We accept returns on new, unopened, and unused items within 7 days of delivery for a full refund or exchange (excluding shipping costs).
To be eligible for a return, all items must be new, un-opened and unused in their original packaging and proof of purchase is required.
Sale items are a final sale and will not be accepted for change of mind.
Online Returns
For online returns, simply get in contact with us via email orders@gensan.com.au and we will assist you with your return.
Add Your:
- Name
- Contact Details
- Invoice Number
- Product Purchased
- Reason for your return.
- Once email has been received, one of our team members will get in contact with you.
Please note, for change of mind returns the cost of shipping will be at the customer’s cost.
Refunds / Back Order Cancellations
Where are refund is requested by the customer, after the order has been confirmed and processed, the customer will incur a $15 administration processing fee.
In-store Returns
Alternatively, you can return your items to our retail store within 7 days of purchase.
U3 / 47 Fourth Avenue, Blacktown NSW, 2148.
AfterPay & Zip Pay Returns
When you return your item and receive a store credit, you will still be required to pay any outstanding payments. Your payments will not stop when you return an item(s). You will be issued a store credit for the full amount that you paid originally, which you may use straight away. Your store credit will last 3 years from the date of issue.
Faulty Products
We apologise if you have received a faulty product(s). It is extremely rare, but it can happen.
So we are able to best assist you, please email your order number, images of the fault and a small description to orders@gensan.com.au
Where to Return
Once we have accepted your return, returns can be sent to:-
Gensan Hygiene & Hospitality
Unit 3 / 47 Fourth Avenue
BLACKTOWN NSW 2170
Delivery & Shipping
We deal with multiple delivery companies to get the best price for your delivery Australia Wide.
Free shipping is available to Sydney Metropolitan areas for orders over $250 (excl. GST).
We aim to dispatch all orders within 1-3 business days after payment confirmation and subject to availability of the items ordered.
| Australia Standard Shipping | 3-7 * Business Days | Calculated at Checkout |
| Australia Express Shipping | 3-7 * Business Days | Calculated at Checkout |
| International Standard Shipping | Currently not available | N/A |
| Store Pick Up Pick Up from Blacktown, NSW, 2148 | Processed on Weekdays Only Pick up available during store hours | Free |
*Please note: Timeframe estimates are from when the parcel is sent and are business days only.
If an item is on back order or out of stock, we will notify you of the expected delivery date and what the next steps will be.
Need your items in a hurry? Give us a call and we may be able to assist.
We reserve the right to evaluate when a shipping condition or price exceeds our limits. If a shipping condition or price is deemed unfeasible, a full refund will be issued to the purchasing party.
Click & Collect
Pick-Up is available from our store, Unit 3 / 47 Fourth Avenue, Blacktown NSW 2170.
If you would like to collect your order, please choose the Local Pick-Up option when checking out.
Once your order is ready, you will get a notification that it is ready for you to pick up.
Need Help?
If you have any further queries regarding shipping and returns, please contact us at orders@gensan.com.au
For all other enquiries email sales@gensan.com.au
Alternatively, give us a call on 1300 133 385 to speak to one of our amazing team members.
Gensan Hygiene & Hospitality reserves the rights to make changes to terms and conditions at anytime without notice.