Return policy

Last updated: 15th October, 2025

RETURN REASONS

You may request a return for your order in the following circumstances:

CHANGE OF MIND

If you change your mind after receiving your order, you may request a return within 14 days of delivery. To do so, please follow the instructions under the HOW TO REQUEST A RETURN section below.

As our products are food supplements, and for hygiene reasons, we can only accept returns if the product is unopened, unused, and in its complete original packaging. 

In these cases, you are responsible for the cost of return postage to our designated warehouse. Once we have received and inspected your return and confirmed it meets these requirements, we will arrange a refund for the price you paid for the goods. 

For further details regarding refunds, please refer to the Refund section in our Terms of Service.

FAULTY, DAMAGED, INCORRECT OR MISSING ITEMS

If your product arrives faulty, damaged, does not match the product description, or you have received the wrong item, or some items are missing, we sincerely apologise for any inconvenience caused. These issues are rare, but if they occur, you may request a return or exchange within 30 days of delivery.

Please follow the steps under the HOW TO REQUEST A RETURN section and provide a description and photo(s) of the issue to help us resolve your case efficiently.

Once your claim has been verified, our customer service team will arrange the most appropriate solution for you, such as a return, replacement, reshipment, or a refund. 

If a return is required, we will provide a pre-paid return label and cover the cost of return postage. 

If a refund is necessary, this will be processed after your return is received and inspected, or, if more appropriate, processed immediately upon confirmation. In such cases, we will refund the full price you paid for the goods, including any shipping costs you paid at checkout, regardless of delivery method.

For full refund details, please refer to the Refund section in our Terms of Service.

HOW TO REQUEST A RETURN

To initiate a return for any reason, please visit: 

Our Returns Portal: click here

You will need to enter your order number and either your email address, postcode, or phone number.

If your return relates to a product issue caused by us (faulty, damaged, or incorrect items), please ensure you include a description of the problem and upload a photo to help our team process your request.

Once your return request is approved, you must return the item within 14 days to the address provided. If we do not receive the item within this timeframe, your return may be cancelled. All returns are subject to verification upon receipt.

Important Note for “Change of Mind” Returns:

If you are returning your order because you have changed your mind under the 14-day cooling-off period, you will need to cover the return postage cost yourself. We are unable to provide a prepaid return label in such cases. Please ensure that you carefully follow the return instructions provided in the Return Portal, including sending your parcel to the designated return address and clearly marking any reference information (such as the RMA or return code) as indicated.

This will help our warehouse team quickly and accurately identify your parcel so we can inspect the returned product, update our system records, and process your refund as soon as possible.

Returns sent without the correct return reference or address may not be identified and, therefore, may not be processed or refunded. G-NiiB UK will not be responsible for any parcels lost, unidentifiable, or rejected due to failure to follow the return instructions provided in the Return Portal.

ADDITIONAL INFORMATION

If you have any questions about our return process, you are welcome to contact us through any of the following channels:

  • Contact Form: Please use the Contact Us form on our website for the most efficient response.
  • Social Media: You can also reach out to us via Facebook or Instagram (@gniibuk).
  • Post: 
    GenieBiome (Therapeutics) Co., Limited
    12/F, 208 Johnston Road, Wan Chai, Hong Kong

We aim to respond within 1-2 business days.

This policy does not affect your statutory rights under UK law.