Last updated October 24, 2020

Damaged Goods:
All damaged goods received must be reported to Garnet Labs (M) Sdn Bhd. within two business days (48 hours) from the received date. Claims made after this period will not be honored. A picture of damaged goods must accompany the complaint report. Damaged goods must be returned in the original packaging/ box.

Shortage of Goods:                                                                                                                                                         
Customers should duly inspect all goods delivered to them. Should there be shortage upon arrival of products; shortage must be reported within two business days (48 hours) from the received date. Claims made after this period will not be honored. A picture of shortage goods must accompany the complaint report.

Wrong shipment or incorrect items:                                                                                                                   
All wrong shipments or incorrect items must be reported to Garnet Labs (M) Sdn Bhd customer service within two business days (48 hours) from the received date. Customer Service will arrange for pick-up of goods from customers. All incorrect items will be corrected to customer specifications.

Return procedures:
Please request for return by emailing us at garnet.customercare@gmail.com within one business day (24 hours) from the day the order is received. You are required to include the following details in the email and attached with the *Return and Exchange Form given:

Order no:
Contact no:
Product to return:
Reason for return:

Once we receive your request for return, we shall contact you within 5 business days for further instructions. Once your return is received and inspected by us (usually within 72 hours of receipt), your return will be processed and we will contact you to arrange the delivery of the new product.

Reminder: Before you ship the products back to us, please email garnet.customercare@gmail.com first so that we can guide you on the complete return instructions.

*You may also click this link below to download the Return and Exchange Form https://drive.google.com/file/d/1NpHssCpKRgJzvkTYQxVLEUK7_EWK0NbI/view?usp=sharing

The payable amount is non-refundable.

IMPORTANT: We will not entertain any complaint if all the required procedures are not fulfilled by the customer.

Return will not be acceptable under the following conditions:
1. Merchandise returned or destroyed without prior authorization of Garnet Labs (M) Sdn Bhd.
2. Products not purchased directly from www.genexis-nutrition.com.my by Garnet Labs (M) Sdn Bhd. 
3. Items damaged by improper storage and handling, fire or natural calamity.