Common Questions & Answers

Review our policies regarding product returns, refunds, and shipping to ensure a smooth process.

Upon receiving the package, please inspect the products for transportation damage, loss of ice, leakages, breaks, etc. It is the responsibility of the customer to report any of the above-listed issues immediately. Our specialists will determine if the product is usable or if it should be replaced. For performance issues, provide the catalog number, product name, and Lot number along with your results. Our technical support team will assist in resolving the problem. Gentaur is not liable for performance issues with products used beyond their expiration dates or those damaged due to improper storage or handling after receipt. Claims regarding malperformance may also require manufacturer verification, and Gentaur cannot be held liable for third-party decisions.

Gentaur guarantees a full refund or store credit for products arriving damaged beyond usability, provided the issue is reported immediately with proof. The guarantee also applies to performance issues under proper usage. However, it excludes cases such as improper storage, mishandling, use outside tested applications, or reporting issues after the product's expiration date. Refunds or store credits are provided on a case-by-case basis, depending on the specific situation.