At GenArc, we are committed to supplying genuine, accurately described and properly functioning products. Please read this Refund, Return, Exchange and Warranty Policy carefully before placing an order. By completing a purchase from GenArc, you acknowledge and agree to the terms below, subject to any rights that cannot be excluded under applicable Sri Lankan law.

All sales are final except where a return, exchange, replacement or refund is expressly permitted under this policy or required by applicable law.

Change of Mind Returns

GenArc does not accept returns, refunds or exchanges for change of mind, personal preference, unmatched expectations or circumstances unrelated to a fault or error attributable to the product or GenArc.

This includes, but is not limited to, situations where a customer:

  • changes their mind after purchasing;
  • no longer wants or needs the product;
  • finds the same or a similar product at a lower price elsewhere;
  • does not like the colour, size, design, appearance, sound, feel or performance where the product is functioning according to its specifications;
  • incorrectly selects a model, colour, size, variant or specification;
  • purchases a product that is incompatible with another device, software, network, accessory or service where GenArc did not expressly confirm such compatibility in writing before purchase;
  • expects a feature, specification or level of performance that was not stated in the product description or otherwise expressly represented by GenArc; or
  • decides to purchase a different product after the original product has already been purchased.

Customers are responsible for reviewing the product description, specifications, compatibility requirements and other relevant information before placing an order.

Cancellation Before Dispatch

A request to cancel an order may be considered if the order has not yet been dispatched, handed over to a delivery provider, specially ordered, processed specifically for the customer, or otherwise committed for fulfilment. Acceptance of a cancellation request is at GenArc’s discretion to the extent permitted by applicable law.

Once an order has been dispatched, a change of mind will not qualify the order for cancellation, return or refund.

7-Day Return and Exchange Eligibility

A return or exchange request must be reported to GenArc within 7 calendar days from the date the product is delivered to or collected by the customer.

A product may be considered for return or exchange during this period where:

  • GenArc supplied a product materially different from the product ordered;
  • the incorrect model, variant or quantity was supplied by GenArc;
  • the product was materially damaged before or during delivery; or
  • the product has a manufacturing defect or functional fault present at the time of delivery.

Reporting an issue within 7 days does not automatically entitle the customer to an immediate refund or replacement. All returned products are subject to inspection, testing and verification by GenArc and, where necessary, the relevant supplier, distributor, manufacturer or authorised service provider.

GenArc reserves the right, subject to applicable law, to determine the appropriate remedy after the claimed issue has been verified. Depending on the circumstances, the remedy may include repair, replacement, exchange, store credit or refund.

Condition of Returned Products

Except where opening the product is reasonably necessary to identify a genuine defect, returned products must be unused, unaltered and in their original condition.

Where applicable, the product must be returned together with:

  • the original packaging;
  • all accessories and supplied components;
  • manuals and documentation;
  • warranty cards;
  • free items or bundled products supplied with the purchase; and
  • any other contents originally included with the product.

Serial numbers, IMEI numbers, product labels, security seals and other identifying information must match GenArc’s sales and inventory records.

GenArc may refuse a return or exchange where a product has been unnecessarily used beyond what is reasonably required to establish a reported defect, or where the condition of the product has materially deteriorated after delivery for reasons not attributable to GenArc or a manufacturing defect.

Damaged, Missing or Incorrect Items

Customers are requested to inspect their order as soon as reasonably possible after delivery. Any visible delivery damage, missing item, incorrect item or incorrect quantity should be reported to GenArc promptly, preferably within 24 hours of delivery, together with photographs, videos, packaging information and any other evidence reasonably requested by GenArc.

Prompt reporting is important because it allows GenArc to investigate the matter with the courier or delivery provider and verify the condition of the shipment at the time of delivery.

Customers should retain the original packaging until they have confirmed that the product and its supplied accessories are correct and functioning properly.

What Is Not Considered a Product Defect

Unless otherwise required by applicable law, the following will not ordinarily be considered product defects:

  • normal wear and tear;
  • minor cosmetic or packaging variations that do not materially affect the product’s functionality;
  • normal differences in colour caused by screens, photography or lighting;
  • battery life varying according to settings, usage, network conditions, applications or operating environment;
  • performance differences caused by third-party applications, software, networks, accessories or services;
  • compatibility issues that were not caused by inaccurate information supplied by GenArc;
  • features that the customer assumed were available but which were not advertised or represented by GenArc;
  • manufacturer software, firmware or interface changes;
  • normal operating characteristics of the product;
  • damage arising after delivery from misuse, accident, negligence, improper installation or improper handling; or
  • a customer’s preference regarding the performance or characteristics of a product where the product performs according to its stated specifications.

Products Not Eligible for Return or Exchange

Unless the product is verified to have a defect or another remedy is required by applicable law, GenArc will not accept the return or exchange of:

  • products with broken or removed seals;
  • products that have been activated, registered or linked to a user account;
  • products showing physical damage, liquid damage, impact damage, burns, corrosion or misuse;
  • products that have been modified, dismantled or repaired by an unauthorised person;
  • products with removed, damaged, altered or mismatched serial numbers, IMEI numbers or identification labels;
  • products with missing accessories, packaging or components where such items were originally supplied;
  • products damaged by unsuitable chargers, power sources, cables, accessories or electrical conditions;
  • products damaged through incorrect installation, improper maintenance or failure to follow manufacturer instructions;
  • clearance, display, open-box or specially discounted products where the relevant condition was disclosed before purchase, except in relation to an undisclosed defect;
  • special-order products specifically sourced at the customer’s request, except where defective or incorrectly supplied; and
  • other products which, due to their nature, cannot reasonably be resold once opened, activated or used.

Digital Products, Software and Activation Codes

Digital products, software licences, activation codes, subscriptions and downloadable products are non-returnable and non-refundable once the code, licence, download link or activation information has been supplied, revealed, redeemed, activated or downloaded.

Customers are responsible for confirming compatibility, region requirements, account requirements and system requirements before purchase.

If GenArc supplies an incorrect digital product or a supplied activation code is verified to have been invalid at the time it was supplied, the customer should contact GenArc promptly so that the matter can be investigated.

Inspection and Verification

All products returned as defective may be tested by GenArc, the relevant supplier, distributor, manufacturer or an authorised service provider before any remedy is approved.

If testing does not reproduce or verify the reported fault, or if the issue is determined to have resulted from circumstances not covered by this policy or the applicable warranty, GenArc may return the product to the customer without issuing a refund, exchange or replacement.

Where a product is found to be functioning normally, the customer may be responsible for reasonable return or redelivery costs to the extent permitted by applicable law.

Warranty Policy

Unless a different warranty period or warranty provider is specifically stated on the relevant product page, invoice or warranty documentation, products sold by GenArc are covered by GenArc’s standard 6-month limited warranty from the date of purchase.

The warranty covers manufacturing defects and functional faults occurring under normal and intended use, subject to the terms and exclusions stated in this policy and any product-specific warranty conditions.

A warranty claim does not automatically entitle the customer to a new product or a refund. Products submitted under warranty must first be inspected and the claimed fault verified.

Where a valid warranty claim is confirmed, GenArc may, subject to applicable law and depending on the nature of the fault, arrange a repair, replacement, equivalent replacement, other appropriate remedy or refund.

Replacement products may, where appropriate, be the same model or another product of equivalent specifications and value where the original product is unavailable.

Repair or replacement timelines may vary depending on the product, fault, spare-part availability, supplier, distributor, manufacturer or authorised service centre. GenArc will make reasonable efforts to complete the warranty process within a reasonable period but cannot guarantee a specific completion date where the process depends on a third party.

Warranty Exclusions

Unless otherwise required by applicable law, the warranty does not cover damage or faults resulting from:

  • accidental or physical damage;
  • drops, impacts or excessive force;
  • liquid, moisture or corrosion damage;
  • misuse, abuse or negligence;
  • improper installation, storage or maintenance;
  • use outside manufacturer specifications;
  • electrical surges, unstable power supplies or unsuitable chargers;
  • unauthorised repairs, modification or dismantling;
  • third-party software, accessories or equipment;
  • normal wear and tear;
  • consumable parts or naturally degrading components except where failure results from a manufacturing defect;
  • loss of or damage to software, accounts, files or customer data; or
  • circumstances beyond the reasonable control of GenArc.

Customer Data

Customers are responsible for backing up and removing personal or confidential data before submitting any device for inspection, repair, replacement or warranty service.

Where reasonably necessary for testing or repair, a device may need to be reset, restored or have software reinstalled. GenArc is not responsible for loss of customer data to the extent permitted by applicable law.

Return Shipping

Where GenArc confirms that an incorrect product was supplied by GenArc or that a product was defective or materially damaged at the time of delivery, GenArc will arrange or reimburse reasonable return shipping as appropriate.

Customers should not send a product to GenArc using an unapproved shipping method without first contacting GenArc and receiving return instructions. GenArc will not be responsible for unnecessary, excessive or unauthorised shipping costs.

If inspection determines that the product is not defective, or that the reported issue resulted from an excluded cause, the customer may be responsible for shipping and redelivery costs to the extent permitted by applicable law.

Refunds

Refunds are issued only after GenArc has received the relevant product and confirmed that a refund is an appropriate remedy under this policy or applicable law.

Where a refund is approved, GenArc will normally refund the amount through the original payment method where reasonably possible. Refunds involving banks, card issuers, payment gateways, instalment providers or other third-party payment services may be subject to their respective processing procedures and timelines.

GenArc will generally initiate an approved refund within 7 working days. The time required for the refunded amount to appear in the customer’s account after GenArc has initiated the refund is controlled by the relevant bank or payment provider and may take additional time.

Original delivery charges, payment-provider charges, financing charges or other transaction-related charges may be non-refundable where GenArc has already incurred those charges and where retaining such amounts is permitted by applicable law and the relevant payment provider’s terms.

Exchanges

Exchanges are not provided for change of mind. Where an exchange is approved under this policy, it is subject to product availability and verification of the returned product.

If the original product is unavailable, GenArc may, subject to applicable law, offer an equivalent product, another mutually agreed product, store credit or another appropriate remedy.

Proof of Purchase

GenArc may require the original invoice, order number, receipt or other reasonable proof of purchase before processing a return, exchange, warranty claim or refund.

GenArc may also request photographs, videos, diagnostic information, serial numbers or other reasonable information necessary to assess a claim before authorising a return.

Fraudulent or Abusive Claims

GenArc reserves the right to reject claims involving suspected fraud, product substitution, serial-number mismatch, deliberate damage, false information, abuse of the returns process or other dishonest conduct, subject to applicable law.

GenArc may retain relevant records and evidence relating to such claims and may take appropriate action where necessary.

Limitation and Applicable Law

Nothing in this policy is intended to exclude, restrict or override any right or remedy that cannot lawfully be excluded under the laws of Sri Lanka.

To the maximum extent permitted by applicable law, GenArc’s obligations in relation to a defective product will be limited to the remedies applicable under this policy, the relevant warranty and applicable law.

Policy Updates

GenArc may amend this policy from time to time. Any updated version will be published on this page. Unless otherwise required by law, the policy applicable to an order will be the version in effect at the time the relevant purchase was made.

Contact Us

To submit a return, exchange or warranty request, please contact GenArc on 076 060 1900. Customers should contact GenArc before returning or shipping any product so that the appropriate return instructions can be provided.