Returns, Exchanges, and Cancellations Policy

This policy applies to all purchases of products from Genesis Wellness Products Trading Inc., including: This policy shall be implemented in accordance with applicable Philippine laws, including the Consumer Act of the Philippines (Republic Act No. 7394), and other applicable regulations.

3.1 Eligible Reasons for Returns A customer or member may request a product return under the following circumstances: a. The product received is damaged, defective, or unsafe for use; b. The product delivered is incorrect or does not match the confirmed order; c. The product was damaged during delivery, where the damage occurred before receipt by the customer; d. The product was expired at the time of delivery or has another substantiated quality issue; or e. Other circumstances recognized by law or approved in writing by the company. 3.2 Condition of Returned Products For products that are neither defective nor damaged, the company may require that the product be unused, in its original packaging, with the original seal intact where applicable, and accompanied by proof of purchase. However, the absence of original packaging or a receipt shall not automatically extinguish any rights granted to the customer by law. Complaints involving defects, incorrect deliveries, or product safety shall be evaluated based on the circumstances and applicable legal requirements. 3.3 Products Generally Not Eligible for Return As a general rule, the company may decline returns involving: a. Products that have been opened or used, where there is no defect or other valid legal basis for return; b. Products damaged due to improper storage, misuse, or negligence after delivery to the customer; c. Products that have been altered, contaminated, or tampered with after delivery; and d. Products requested to be returned solely because the buyer changed their mind, unless permitted by law or the company's written policy. These restrictions shall not be used to deny legitimate claims involving defective products, incorrect deliveries, or other rights protected by law.

4.1 Exchanges Due to Defects or Incorrect Deliveries If a product is defective, damaged before receipt, expired upon delivery, or different from the product ordered, the company may provide an appropriate remedy, including: a. Replacement with the same product; b. Replacement with another mutually agreed product; or c. A refund or another appropriate remedy, where required or permitted by law. The appropriate remedy shall depend on the nature of the issue, product availability, and applicable legal requirements. 4.2 Exchanges Due to a Change of Mind An exchange requested solely because the buyer changed their mind may be accepted provided the product is unused, in acceptable condition, and meets the stated requirements. Reasonable and previously disclosed shipping or handling costs may be charged where lawful. Customers shall not be charged costs that are the company's responsibility in connection with defective products or incorrect deliveries.

5.1 Cancellation Before Dispatch A customer or member may request cancellation before the order is processed or dispatched. The request should be communicated promptly to prevent shipment. If the order has not yet been dispatched, the company may cancel it and refund the amount paid. 5.2 Cancellation After Dispatch If the order has already been dispatched, the request may be handled as a product return request under this policy, without limiting any rights the customer may have under applicable law. 5.3 Cancellation by the Company The company may cancel an order for a legitimate reason, including: a. Product unavailability; b. A clear pricing or order-processing error that cannot lawfully be fulfilled; c. A suspected fraudulent transaction requiring verification; or d. Other valid business or legal reasons. The company shall notify the customer of the cancellation and, where payment has already been made, provide the applicable refund or alternative resolution.

Products purchased under a special promotion clearly identified as “SPECIAL PROMOTION — NOT ELIGIBLE FOR REBATES OR COMMISSIONS” shall be subject to the promotional terms disclosed before purchase. a. The special promotional terms must be clearly disclosed before the order is confirmed. b. The exclusion of rebates or commissions does not automatically prevent a customer from filing a complaint or requesting a remedy for defective products, incorrect deliveries, or other valid legal grounds. c. Promotional terms shall not be used to deprive customers of rights granted by applicable law. d. If a promotional order is refunded or cancelled, the relevant sales records and any rebates, commissions, or points incorrectly credited shall be adjusted in accordance with the official compensation plan and applicable law.

To facilitate the processing of a claim, the customer or member should: 1. Contact the company through its official customer service channel or an authorized distributor. 2. Provide their name, contact details, order number or receipt, purchase date, and a clear explanation of the complaint. 3. Provide photographs or videos of the product and packaging, where available, to document damage, defects, or incorrect items. 4. Keep the product and packaging available for inspection where safe and practical. 5. Await the company's instructions regarding the next steps, including return shipment, replacement, or refund. The company shall not require documents that are unreasonable or unnecessary to verify the claim. The absence of photographs or videos shall not automatically justify denial if other sufficient evidence is available.

a. If a return is due to a defective product, incorrect item, or error attributable to the company, the company shall bear reasonable and applicable return or replacement shipping costs, in accordance with the law. b. If a return is requested solely because the buyer changed their mind and the company permits it, the customer may be responsible for reasonable and previously disclosed shipping costs. c. Responsibility for any shipping or handling charges must be clearly explained before the return or exchange is arranged.

9.1 Refund Method Refunds shall be issued through an appropriate method, which may include the original payment method or another method mutually agreed upon by the customer and the company, where permitted by law. 9.2 Processing Time The company shall acknowledge receipt of the claim and inform the customer of the expected review and processing period. Refunds shall be processed within the period required by applicable law or by any written agreement governing the transaction. 9.3 Commissions and Rebates Where a transaction results in a refund, cancellation, or product return, related rebates, commissions, points, and sales volume may be adjusted in the official records of the Genesis MLM Unilevel Marketing System. Any reversal or adjustment of commissions must be based on the written compensation plan and implemented fairly, transparently, and in accordance with applicable law. No commission or benefit shall be reversed except as permitted under the applicable rules.

The following acts are prohibited: a. Knowingly misrepresenting the condition or use of a product; b. Submitting false receipts, fabricated order numbers, or altered documents; c. Repeatedly using returns or cancellations to manipulate commissions, rebates, points, or ranks; d. Returning a product that has been replaced or tampered with without authorization, except where a valid legal basis applies; and e. Making unauthorized promises on behalf of the company regarding refunds, exchanges, or cancellations. Suspected abuse shall be investigated fairly. The customer or member concerned shall be given a reasonable opportunity to explain before any penalty is imposed, subject to company policies and applicable law.

The President or an authorized officer of Genesis Wellness Products Trading Inc. shall oversee the implementation of this policy. The company may amend this policy when necessary to improve customer service, protect product quality, or comply with new regulations. Any amendment shall be communicated to customers and members and shall not remove rights already granted under applicable law.

This policy shall be interpreted and implemented fairly, transparently, and in accordance with applicable Philippine laws. If any provision conflicts with applicable law, the law shall prevail.