Return & Refund Policy
Information about eligible returns, accepted product condition, return methods and refund processing for orders delivered in Belgium.
Last updated:
Return policy for All Countries
This policy applies to eligible Gentaur orders delivered in Belgium. Different conditions may apply to orders delivered in other countries.
Contact Gentaur before mailing any product. Unauthorized returns may be refused.
Return policy at a glance
Gentaur accepts eligible defective and non-defective products under the conditions described below.
Returns accepted
Yes
Defective and non-defective products
Return condition
New products only
Unopened, unused and in original packaging
Return window
14 calendar days
Starting from the delivery date
Return method
By mail
Prior authorization is required
Restocking fee
No cost
No restocking fee for approved returns
Refund processing
8 calendar days
After approval of the returned product
Eligible return reasons
A return request may be accepted for the following defective and non-defective product reasons.
Defective product
The product has a verified manufacturing defect or does not meet the documented manufacturer specifications.
Damaged during delivery
The product or its packaging was materially damaged during transportation.
Incorrect product received
The delivered product, catalog number, size or quantity does not match the confirmed order.
Missing product or component
An ordered item or a required component listed in the product documentation was not included.
Non-defective return
An eligible standard product may be returned when it remains new, unopened, unused and suitable for resale.
Accepted product condition
Gentaur accepts returns of new products only.
The product must be unopened, unused and in its complete original packaging. All seals, labels, accessories and supplied documentation must remain intact.
A product that has been opened or used is not eligible for a standard return. A separate technical claim may still be reviewed when a verified product defect is reported.
14-day return window
An eligible return request must be submitted within 14 calendar days after the delivery date.
The request must be sent before the return window expires. The product does not need to arrive at Gentaur within the 14-day period when the request was submitted on time and the customer follows the provided return instructions.
Return requirements
All applicable conditions must be met before a return can be approved.
Return method
Approved products must be returned by mail.
In-store and drop-off returns are not available under this policy.
The customer must receive authorization before mailing the product so Gentaur can connect the shipment to the correct order.
Return label
A return label is included in the shipment package.
Contact Gentaur before using the label. Gentaur must first authorize the return and provide any product-specific handling or safety instructions.
Do not mail hazardous, leaking, biological or temperature-sensitive material without written authorization.
Exchanges
Gentaur does not offer direct product exchanges.
An eligible product may be returned under this policy. The customer may then place a separate order for the required product.
No restocking fee
Gentaur does not charge a restocking fee for an approved return that meets this policy.
This does not cover carrier charges, customs charges or costs caused by an unauthorized return, incorrect packaging or failure to follow the return instructions.
Products that cannot be returned
- Products that have been opened, used, reconstituted, diluted, altered or partially consumed.
- Products with broken, removed or damaged seals.
- Products that are no longer in their complete original packaging.
- Temperature-sensitive, refrigerated, frozen or dry-ice products after delivery, unless Gentaur confirms a transport or product defect.
- Custom-made, personalized, synthesized, configured or made-to-order products.
- Sterile or contamination-sensitive products after the protective packaging has been opened.
- Hazardous, infectious, biological, chemical or otherwise regulated materials that cannot safely or legally be returned.
- Products damaged because of incorrect storage, handling, preparation or use after delivery.
- Products used outside the manufacturer's documented instructions, protocols or specifications.
- Expired products or products used after their expiration date.
- Clearance, discontinued or final-sale products when identified as non-returnable before purchase.
How to request a return
Follow these steps before mailing any product.
Contact Gentaur
Email [email protected] before mailing the product. Returns sent without prior authorization may be refused.
Provide the order details
Include the order, quotation or invoice number, product name, catalog number, quantity and reason for the return.
Provide supporting evidence
For damaged, defective, missing or incorrect products, include photographs, lot information and a clear description of the problem.
Receive authorization
Gentaur will review the request and confirm whether the product is eligible for return.
Use the return label
Use the return label included in the package when applicable and follow the provided mailing instructions.
Product inspection
Gentaur will inspect the returned product and confirm whether the refund has been approved.
Defective or underperforming products
A product performance issue may require technical evaluation before a return or refund is approved.
Gentaur or the manufacturer may request troubleshooting information or additional evidence before approving a refund or replacement.
A claim may be rejected when the product was stored incorrectly, used after expiration, handled improperly or used outside its documented application.
Refund processing
Gentaur will notify the customer after the returned product has been received and inspected.
An approved refund will be processed within 8 calendar days after approval.
Refunds are normally issued to the original payment method. Banks and payment providers may require additional time to display the funds.
The original outbound shipping charge is normally not refundable for an approved non-defective return.
When a return results from an incorrect product, verified defect or confirmed transport damage attributable to Gentaur, applicable original and authorized return-shipping costs may also be refunded.
Belgian and European consumer rights
Nothing in this policy excludes or limits a mandatory consumer right that cannot legally be excluded under Belgian or European law.
Gentaur products are primarily supplied to laboratories, universities, companies, healthcare organizations and other professional customers. Business purchases may not receive the same withdrawal rights as qualifying consumer purchases.
Legal exceptions may apply to customized products, rapidly deteriorating products, temperature-sensitive products and opened sealed goods.
Contact Gentaur about a return
Include your order, quotation or invoice reference when contacting Gentaur.
1910 Kampenhout
Belgium
Do not mail a return to the business address unless Gentaur confirms it as the authorized return destination.