Refund policy
Returns and Refunds Policy
Last updated: 23/04/2026
At FamilyGenius, a brand of GeniusTree Brands S.L., we want your shopping experience to be clear, secure and satisfactory. This Returns and Refunds Policy governs returns, the right of withdrawal, defective or incorrect products and refunds for purchases made through our online store.
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Scope of application
This policy applies to purchases made by consumers through our website.
It does not limit or replace any mandatory consumer rights recognised by the laws of the customer’s country of residence, including in particular the applicable rights of withdrawal and statutory warranty rights in Spain and the European Union.
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Right of withdrawal
If you purchase as a consumer through our online store, you have the right to withdraw from your purchase within 14 calendar days without giving any reason.
In the case of goods, the withdrawal period begins on the day you receive the product. If the last day of the period falls on a non-working day, the period will be extended until the next working day.
To exercise this right, you must notify us of your decision in an unequivocal written statement addressed to:
GeniusTree Brands S.L.
Ronda de les Pollancredes, 17 - 08570 - Barcelona, Spain
contact@geniustreebrands.com
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Conditions for returns under the right of withdrawal
To exercise the right of withdrawal, the customer must return the product without undue delay and, in any case, within the applicable legal period from the date on which they communicated their decision to withdraw.
We recommend that the product be returned, whenever possible, with its original packaging, accessories, parts, protections, documentation and any other items included in the order. However, the absence of the original packaging shall not, by itself, result in the automatic rejection of the return.
The product must be returned in a condition that allows its nature, characteristics and functioning to be checked. The customer shall only be liable for any reduction in the value of the product where such reduction results from handling other than what is necessary to check its nature, characteristics or functioning.
Once the product has been received, GeniusTree Brands S.L. will review its condition individually. If the product shows a loss of value resulting from use, damage, deterioration, excessive handling or missing essential elements not attributable to transport or an original defect, we may apply a proportional reduction to the amount to be refunded.
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Return costs
Unless expressly stated otherwise in the specific offer, the customer shall bear the direct return costs when exercising the right of withdrawal.
However, if we have not previously informed you that such costs are to be borne by the customer, we will assume them.
In the case of defective, damaged or incorrectly shipped products, the return costs shall be borne by us.
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Refunds
When you exercise your right of withdrawal within the applicable legal period, we will refund all payments received from you, including the delivery costs corresponding to the least expensive standard delivery method offered at the time of purchase.
We will not refund any additional costs resulting from your choice of a delivery method that is more expensive than the standard delivery method offered.
The refund will be made without undue delay and, in any case, within 14 calendar days from the date on which you notify us of your decision to withdraw.
We may withhold the refund until we have received the returned goods or until you provide valid proof of shipment, whichever occurs first.
The refund will be made using the same payment method used for the purchase, unless you expressly agree to another method and provided that it does not result in any additional cost for you.
If the returned product shows a reduction in value resulting from handling other than what is necessary to check its nature, characteristics or functioning, GeniusTree Brands S.L. may apply a proportional reduction to the amount to be refunded, following an individual assessment of the condition of the product received.
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Exceptions to the right of withdrawal
For legal reasons, the right of withdrawal shall not apply to:
products made according to the customer’s specifications;
clearly personalised products, for example engraved, customised or specifically made-to-order items;
any other cases excluded by applicable law.
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Damaged, defective or incorrect products
If you receive a product that has been damaged during transport, is defective or is different from the one ordered, please contact us as soon as possible at contact@geniustreebrands.com, indicating:
order number;
description of the issue;
clear photographs of the product, packaging and shipping label, where applicable.
In these cases, and after verifying the issue, we will offer you the legally appropriate solution: repair, replacement, price reduction or refund, as applicable.
The return or collection costs of the defective or incorrect product will be borne by us.
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Statutory warranty
New products sold to consumers in Spain are covered by a minimum statutory warranty of 3 years from delivery. In the EU, there is a minimum statutory warranty of 2 years, although some countries, such as Spain, establish longer periods.
If the product shows a lack of conformity, you will have the right to have it brought into conformity by repair or replacement and, where this is not possible or legally appropriate, to a price reduction or termination of the contract with a refund.
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Return procedure
To request a return or notify us of your withdrawal, please contact us at:
Email: contact@geniustreebrands.com
Postal address: Ronda de les Pollancredes, 17 - 08570 - Barcelona, Spain
Recommended subject: “Return / Withdrawal – Order [number]”
Once we receive your request, we will inform you of the steps to follow and, where applicable, the return address or collection procedure.
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Cases of non-acceptance and reduction in value
We may refuse to accept a return under the right of withdrawal only where the right of withdrawal is not legally applicable, for example in cases excluded by current legislation, such as products made according to the customer’s specifications or clearly personalised products.
A return will not be automatically rejected due to the absence of the original packaging, because the package has been opened or because the product is not in exactly the same condition as when it was delivered.
However, once the product has been received, GeniusTree Brands S.L. will carry out an individual assessment of its condition. If the product shows damage, improper use, excessive handling, relevant deterioration, missing essential components or any reduction in value that does not result from a simple check of its nature, characteristics or functioning, we may apply a proportional reduction to the amount to be refunded.
We may also refuse to accept the return where the product received does not correspond to the order subject to the return request or where there are reasonable indications of fraudulent use of the withdrawal procedure.
In any case, this clause does not limit the customer’s legal rights in the event of a defective product, an error attributable to GeniusTree Brands S.L. or lack of conformity.
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Large or heavy products
If, due to its nature, the product cannot normally be returned by post, we may provide you with a collection solution or indicate an appropriate return method.
Where the customer must bear the return cost when exercising the right of withdrawal, they will be informed of this in advance and, where applicable, of the estimated cost.
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Contact
For any questions regarding returns, refunds or warranties, you may contact:
GeniusTree Brands S.L.
Ronda de les Pollancredes, 17 - 08570 - Barcelona, Spain
contact@geniustreebrands.com
+34 697482709
B22772974