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 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

We want you to be completely satisfied with your purchase. If for any reason you change your mind, you may return any product within 60 days of delivery for a refund, provided it meets the following conditions:

• The item is returned in its original condition, with all original parts, components, accessories, and documentation.
• It must be in the original packaging and show no signs of damage or excessive abuse.
• Customers are responsible for return shipping costs, and the original outbound shipping charges will be deducted from the refund.

To return an item, please contact us first to obtain return authorization. Once approved, ship the product back using a trackable shipping method and provide us with the tracking number so we can monitor the shipment.

Upon receipt, we will inspect and test the item to ensure it is in original working condition. If the product is found to be damaged, missing parts, or not in resalable condition, we reserve the right to issue a partial refund or decline the return.

Need More Time?

We understand that circumstances can sometimes require extra time. If you need additional time past the 60-day period, please contact us before your 60 days expire. As long as we remain in communication, we are happy to work with you on a case-by-case basis.

Returns After 60 Days

We do not offer refunds after the 60-day guarantee period. However, in rare and exceptional cases where a product is clearly not a good fit, we may consider a partial refund at our sole discretion.

• Preliminary agreement on terms must be reached before shipping the unit back.
• Final refund amount will be determined after inspection upon receipt.

Deductions & Partial Refund Calculations

The following costs will always be deducted from any refund:

• Original shipping charges
• Any discount or coupon savings applied to the order
• Affiliate commissions already paid out
• Cost of any used consumables (e.g., cannulas)

Additional Factors Considered for Partial Refunds

• Time elapsed since original purchase
• Overall condition of the item
• Evidence of proper use vs. misuse or abuse
• Whether all original parts and accessories are included
• Extent of any damage (if present)
• Time, labor, and parts required to refurbish the unit for resale
• Whether the return was adequately packaged and insured

If anything is unclear or you have more questions feel free to contact our customer support team.