Cancellation
If any order is canceled before shipment a full refund will be processed quickly.

Support
We want to make sure you are happy and have the time to feel the benefits of the H2Genesys. We will jump through hoops to make sure you are satisfied. If anything goes wrong at all or something breaks, we will quickly send out replacement parts and help answer any questions you have. It’s not about the money, as long as we have the capacity we want as many people as possible to realize the potential of Molecular Hydrogen and share it with others.

We provide multiple ways of providing support as listed on our Contact Us page. In our experience, most issues are quickly resolved without having to send items back for repair.

Our aim is to get the issue solved as soon as possible. We’ll assess what’s wrong and depending on circumstances we may offer a repair or where this is not possible we may replace the item with the same or equivalent model. In all cases we reserve a right to inspect the product and verify the fault.

Damaged Products
If you unpack your product and it is damaged, please contact us immediately. We will refund or replace any product that is agreed to be damaged. All damages must be reported to us via a method on our Contact Us page within 48 hours of receiving the delivery.

Faulty Products
First, we recommend checking with our post sales technical support team to see if we can solve your issue and save you the trouble of returning your item. We will then determine the best course of action.

Incomplete Orders
In the unlikely event that parts are missing from your delivery or the order is incomplete from that described, we reserve the right to supply replacements of those parts or items. Missing parts or items must be reported to us within 14 days of delivery.

Exchanges
If faulty within 60 days and the issue can not easily be resolved remotely, we may swap the unit out completely once the original is received back.

Warranty
One Year Limited Warranty includes parts, labor and “return to customer” shipping. Shipping charges for returning the unit to the company are paid by the customer. It is rare that the entire unit needs to be shipped back at all. In most cases, a replacement part is quickly mailed out to the customer with instructions on how to replace it. All of this is agreed upon beforehand by communicating with our support team.

If a unit is damaged due to misuse from over filling or running dry or not following procedures may lead to additional charges.

Service Agreement

After one year, we will repair any issues for the  lifetime of the original purchaser. Customer will pay shipping costs, and a minimal fee for parts and labor.

If you have purchased a used machine, and would like us to service the machine you will need to purchase your own Service Agreement to qualify for ongoing repair and services. Please contact us for more details. 

Return Policy

60-Day Money-Back Guarantee

If you change your mind for any reason, you can return your product within 60 days of delivery for a refund of what you paid, less the costs on our side that we can’t recover:

• Our original outbound shipping cost. We deduct this even if your order shipped free, because it’s a real cost we paid to get the product to you.
• Reasonable fees for materials, such as packaging, consumables (for example, cannulas), and parts.

You pay return shipping.

Refunds go back to your original payment method. If you paid with a payment plan (such as PayPal, Klarna, Afterpay, or Affirm), the refund goes to that provider, and they adjust your plan.

Conditions

• Contact us first to get a return authorization.
• The product must be in its original condition, with all parts, accessories, and documentation, in the original packaging, with no damage or abuse.
• Please use a trackable (and ideally insured) shipping method and send us the tracking number.

When the product arrives, we inspect and test it. If it’s damaged, missing parts, or not in resalable condition, we may offer a partial refund or decline the return, and we’ll explain why.

Need more time?

If you need longer than 60 days, contact us before your 60 days are up. As long as we stay in touch, we’re happy to work with you case by case.

After 60 Days

We don’t offer refunds after the 60-day period. In rare cases, we may offer a partial refund at our discretion. If we do:

• We must agree on it in writing (email is fine) before you ship the product back.
• The final amount is set after we receive and inspect the product. It’s based on what you paid, less our original outbound shipping cost and reasonable materials fees, and it also considers the time since purchase, the product’s condition, any missing parts or damage, the cost to refurbish it, and how well it was packed for return.

Questions? Contact our support team. We’re happy to help.