Support / Returns & Refunds

Geneva Lab Corporation Terms and Conditions of Sales and Refunds Policy (U.S. and Canada only)

PLEASE READ THIS DOCUMENT CAREFULLY! IT CONTAINS VERY IMPORTANT INFORMATION ABOUT YOUR RIGHTS AND OBLIGATIONS, AS WELL AS LIMITATIONS AND EXCLUSIONS THAT MAY APPLY TO YOU.

These terms and conditions apply to your purchase of products sold in the United States and Canada by Geneva Lab Corporation (Geneva Lab) from our direct to consumer website. Placing an order on the www.genevalab.com website or by telephone to a sales representative of Geneva Lab Corporation, you accept that you have read, understood and agree to be bound to the terms and conditions set out in this document.

Opening Hours

If you would like product and pricing information, the Geneva Lab Customer Service team is available to assist you Monday thru Friday from 9am – 5pm EST, at 1-877-GENEVA9 (1-877-436-3829). If you cannot reach us; please leave a detailed message, we will return your call within 24 hours.

For information about your order status or other assistance with an order placed with Geneva Lab, please contact our customer service team at or by phone at 1-877-GENEVA9 (1-877-436-3829).

U.S. and Canada sales only

Geneva Lab only sells and ships products within the continental United States (excluding Puerto Rico and U.S. possessions and territories) and Canada. No shipments can be made to APO or FPO addresses, United States territories, or addresses outside the United States and Canada.

Sales to end users only

The Geneva Lab web-store sells and ships products to end user customers only. The 30-day return policy applies to Geneva Sound System Model S, M, L and XL products only purchased from the Geneva web-store only.

Return & Refund Policy (U.S. and Canada Only)

Geneva Lab offers a 30-day return policy for Geneva Sound System Model S, M, L and XL products purchased from our web-store, if our product does not meet customer expectations. Should you wish to return a product within 30-days from the date of your invoice or receipt, please follow the procedure set out below.

Note regarding the Geneva Sound 30-day return policy and the Geneva Sound System Model XXL: Geneva can only accept the return of the Model XXL at the time the system is set up by our shipper during White Glove delivery. If the system, upon set up is non-functioning or does not meet your expectation of quality, you will need to instruct the shippers to remove the system at that time.

How to return?

To return products, you must first contact Geneva Lab Corporation customer service:

Web Support:
Phone: 1-877-GENEVA9 (1-877-436-3829) Toll free in U.S. only

…and receive a Credit Return Authorization Number within the 30-day return policy period, applicable to the product you want to return. You must obtain a Credit Return Authorization Number in order to return the product.

You must ship the products to Geneva Lab Corporation within five (5) days of the date that Geneva Lab Corporation issues the Credit Return Authorization Number. You must:

* Ship back all products you are seeking to return to Geneva Lab Corporation. * Return the products in their original packaging, in as-new condition along with any media, documentation, and all accessories and other items that were included in the original shipment. * Ship the product(s) at your expense, and insure the shipment or accept the risk of loss or damage during shipment. We also recommend that you use a forwarder that offers shipment tracking, so that missing shipments can be tracked down. Please note that you are responsible for all return shipments until Geneva Lab Corporation has signed for the receipt of the shipment.

Upon receipt of the complete returned purchase and inspection to confirm that the product has been returned in as-new condition, Geneva Lab Corporation will issue a credit or a refund of the purchase price paid, less shipping and handling charges. Refunds will be credited only to the original purchasing credit card. You will receive an email credit message when your return has been processed. Please note that refunds and credits may take up to 2 weeks to appear on credit card statements due to necessary processing time. No credits can be issued, if you have not first received a Credit Return Authorization Number.

Shipping Damage on Arrival

If you receive a delivery in a shipment box that is visibly significantly damaged, we suggest that you do not accept the delivery. Please request that the courier that delivered the package, return it to the Sender (Geneva Lab Corporation). Please note that this refers to significant damages to the shipping box, which could cause the content to be damaged. Small damages, such as dirt, or scratches to the outer shipping box, may occur during transport, without harming the inside content. Geneva Lab will not ship any boxes out of its warehouse which have significant external damages.

After you refused the delivery of a damaged shipment, please call Geneva Lab Customer Service at 1-877-GENEVA9 (1-877-436-3829) within 5 days. When the damaged shipment arrives in return to Geneva Lab, our Technical Support Team will inspect the content and determine if it has been damaged. If not, we will re-pack the goods and return it to you promptly at Geneva Lab’s expense. If the content of the damaged shipping box has been damaged, Geneva Lab will replace it with the same product and ship it to you free of charge.

Dead On Arrival Product: hardware failure Out of the Box

A product is considered Dead On Arrival if it shows symptoms of a hardware failure, preventing it to operate, upon its first use out of the box. If you believe that your product is Dead On Arrival, please call Geneva Lab Customer Service at 1-877-GENEVA9 (1-877-436-3829) within 30 calendar days of the invoice or receipt date, in order to obtain a Return Merchandize Authorization Number, for you to include with your return. Please return the merchandise in original packaging along with any media, documentation, and all accessories and other items that were included in the original shipment. Shipping will be arranged by, and paid by, Geneva Lab. Geneva Lab will determine whether the product is Dead On Arrival and the same product that you ordered will be shipped to you at Geneva Lab’s expense. If the product is not reported Dead On Arrival within 30 calendar days of invoice or receipt, Geneva Lab’s Pedestalard product Limited Warranty will apply if the product is deemed by Geneva Lab not to be Dead On Arrival, Geneva Lab’s Pedestalard product warranty will apply. Geneva Lab reserves the right to test returned Dead On Arrival product. If the condition of the product is not as represented by customer, Geneva Lab may impose a USD250 handling fee, plus the shipping costs incurred by Geneva Lab.

Defective Items

If you discover what you believe is a product defect, please contact the Geneva Customer Support Team at 1-877-GENEVA9 (1-877-436-3829). Such a defect, if any, is covered under the terms of your product’s Limited Warranty. Please refer to the Limited Warranty card (or the Limited Warranty section below for specific information about Geneva Lab’s product warranties) and other supporting documentation that came with your product.

Payment Methods

Credit Card
You may pay by credit card no matter which ordering method you use (Internet or phone). At the time your order is placed, Geneva Lab obtains a pre-approval from the credit card company for the amount of the order. Credit card billing occurs when your order ships. Geneva Lab accepts Visa, MasterCard, American Express, and Discover cards.

PLEASE NOTE:
*We are unable to accept credit cards issued by banks outside of the United States and Canada. * Debit cards and check cards have daily spending limits that may substantially delay the processing of your order.

For information about alternate payment options please review the cashier’s check, wire transfer, and lease options listed in the following sections.

Card Verification Value Numbers (CVV)
Geneva Lab requires the Card Verification Value Number for your credit card, for any telephone or online purchases. The Card Verification Value Number (or commonly known as credit card security code) is an individual three- or four-digit number specific to your credit card that may be printed on the face of your card above the embossed account number (if American Express), or on the back of your card, on the signature panel (if Visa, MasterCard or Discover). Asking for and confirming your credit card’s Card Verification Value Number helps validate that you – and only you – are in the possession of your credit card and protects you from unauthorized use of your account.

Cashier’s Check or Money Order
Geneva Lab accepts cashier’s checks and money orders as valid forms of payment. Personal or business checks are not accepted. If you wish to pay by cashier’s check or money order on our web-store, simply select “pay by check” under payment method while checking out. Send your check to the address below within 10 days. You may also order by phone at 1-877-GENEVA9 (1-877-436-3829) and request to pay with Cashier’s Check or Money Order. The cashier’s check or money order must be payable to Geneva Lab Corporation, and include your order confirmation number and/or a copy of your order. Please mail your payment to:

Geneva Lab Corporation
55 Washington Street, Suite 710
Brooklyn, NY 11201
USA

Geneva Lab must receive your payment within 10 calendar days or your order will be canceled. Please allow 1 business day for order processing after Geneva Lab receives your payment.

Proof of Purchase

Geneva Lab will send you a confirmation of your order via email if you have included an email address with your order.

At the time of shipment, Geneva Lab will charge the credit card and issue a Receipt for the payment. If payment is made by Cashier’s Check, Money Order or Wire Transfer, Geneva Lab will issue a Receipt when the payment has been credited to the bank account of Geneva Lab. If you have included an email address with your order, we will email you the Receipt or it will be sent by regular mail. Please save this Receipt as it also serves as validation for the Limited Warranty period offered with the purchase of Geneva Lab’s products. For further details, see the section “Limited Warranty” below or consult the Limited Warrant card enclosed to your Geneva Lab product.

Sales Tax

Purchases from Geneva Lab will not include sales tax.

Shipping Options
(U.S. and Canada only)

For the Geneva Sound System Model S, M, L and XL, Geneva Lab offers Standard Shipping (UPS Ground):

Shipping fees are as follows:
Model S: $20
Model M: $36
Model L: $70
Model XL: $100
Stands: $20

A handling fee of $25 will be applied to all orders shipped to Canada.

These charges will appear on your order invoice.

Products shipped to addresses in the continental U.S. via standard service are normally delivered within five to ten business days after shipment (Hawaii and Alaska may take longer).

For the Geneva Sound System Model XXL, Geneva Lab offers White Glove shipping from our warehouse to your room of choice. Our shippers will deliver your Model XXL, un-box the system, plug it in and turn it on to ensure it is operating properly. If you choose, we’ll even remove and dispose of the packaging. Geneva cannot attach external devises such as your TV and/or DVD players but does provide instructions for doing so in the manual.