All of our items are carefully inspected before being shown on this website and again when they are despatched. However, we recognise that things sometimes go wrong and an item is either faulty or damaged in transit in spite of being lovingly packaged by us. We prefer that you contact us by telephone if you think that something is wrong. We can normally be contacted during the Contact Hours detailed at the top of this page. We can often resolve issues this way without the need to return an item. If you are unable to telephone, you are welcome to send an email but note that we sometimes take up to 24 hours to respond. The Genie’s Cave follows the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations. Please refer to our Terms and Conditions for full details relating to returns.
So that we can deal with any issues quickly, please tell us:
• What the item is
• The date that the item was bought and the invoice/transaction number if one is available
• What you think is wrong with the item
• Your daytime telephone number(s)
• Details of any communications that you have had with us such as who you spoke to and when etc
Returns by UK Customers
If an item is found to be faulty or an incorrect item was sent to you, please return it after speaking with us. Ensure that you cover the points listed above. We will reimburse the cost of postage if you request it in your covering letter. The incorrect or faulty item must be returned to us by the same service as when it was sent, i.e.:
• Up to £20 in value return by Royal Mail Second Class and retain your Proof of Posting which is available at Post Offices
• £20 to £50 in value by Royal Mail Second Class Signed For
• £50+ by Royal Mail Special Delivery by 1.00pm
Please ensure that the item is suitably well packed, preferably using the material in which it was sent to you.
We remind customers that we will not reimburse postal costs if the item is found to be correct and is in order.
A faulty or damaged item will be replaced if available from stock. If not, then you may request a refund or another item from stock with any appropriate value adjustment.
If it is though that the item was damaged in transit whilst in the care of Royal Mail, please return the packaging with the item. A photograph of the damaged packaging before it is opened is always helpful too.
Customers wishing to make returns from overseas should always contact us first by telephone or email.
Faulty, Damaged, Incorrect Items or Missing Parts
If your item is faulty, damaged or the wrong item was sent, them you must contact us within five days of it being received. If a faulty item is part of a larger order or part of a set then you need only return the offending article and not the whole order or set. Faulty, damaged or incorrect items must be returned to us before we can commence the replacement process. You must mail the item back to us by the following working day of our agreement to investigate the issue.
What we do with returns…
All returns are checked and dealt with as necessary. Items that are found to be in order will not be replaced and will be returned to the customer. If it is apparent that the item has been tampered with, broken in use or an attempt has been made to repair it, it will not be eligible for a refund and will be returned to the buyer without recompense.