Online Store Support

If you have questions about your order, our customer service team is happy to assist you. Before reaching out, please check the FAQ section. If you cannot find the answer to your question, don’t hesitate to contact us. 

The email address for our online store customer service is webshop@genelec.com, from which our team assists with the following: 

• Payment issues
• Modifying or canceling orders 
• Product returns 
• Products damaged during delivery 
• Product support 

Payments can be made using the following methods: 

• Online bank payment (Paytrail) 
• Credit cards (VISA & Mastercard) 
• Klarna 

We use Posti services for product deliveries. After placing an order, you will receive a tracking number to monitor the delivery. 

Upon receiving the delivery, it is essential to check that all items are included. 

If there are missing or lost items, please contact customer service for further instructions. 

If the delivery boxes are damaged, contact Genelec’s customer service as soon as possible. 

Products are delivered to the specified address. If the recipient is not available, the packages are moved to a post office pick-up point, and the customer will receive a message to arrange a new delivery time. Products are stored for up to a week before being returned to Genelec if the recipient cannot receive them. 

If you are not satisfied with your order, products can be returned within 14 days of dispatch. Details are available in the Terms and Conditions. 

To modify your order or return products, contact our online store support. 

If it is evident that the package was damaged during delivery, the issue must be reported to the delivery provider (courier company) upon receipt. The customer must also notify Genelec of the complaint by email at webshop@genelec.com.

MyGenelec is your personal portal for all Genelec products and services. Log in or register an account to gain immediate access to everything we offer there. 

By registering your Genelec products (A+ and B+ condition ratings), you also receive an additional 3-year warranty on top of the 2-year standard warranty (2+3 years). 

MyGenelec

We process orders and dispatch products every business day. Loudspeaker products are available individually in the online store, as each product is unique. 

The estimated delivery time is 2-5 business days. Delivery times for accessories depend on stock availability. If there is a delay in accessory delivery, we aim to deliver the missing product as soon as possible, within 30 days at most. 

If we cannot meet the indicated delivery times after receiving your order, we will inform you immediately. If the customer does not accept the new delivery time, they have the right to cancel the purchase. The seller is not liable to business customers for costs or damages caused by delays or cancellations, but only for refunding the payment. In cases other than force majeure, consumer customers are entitled to compensation for damages caused by the delay, such as investigation costs, in accordance with consumer protection law. 

Orders are delivered according to the available delivery method chosen by the customer. A delivery confirmation and tracking number will be sent to the email address provided during the order process once the products are packed at Genelec’s warehouse. Customers can track shipments using the tracking number if the selected delivery method includes a tracking service. 

Products are generally delivered in a single shipment. However, Genelec reserves the right to deliver products in multiple shipments if the size or other justified reasons require it.

Force Majeure 

Genelec is not responsible for delays or other breaches of contract caused by obstacles outside its control, which Genelec could not reasonably foresee at the time of the agreement and whose effects could not reasonably have been avoided or overcome. 

We provide a minimum 2-year warranty from the date of purchase for all Genelec Certified Pre-Owned™ products. The warranty covers manufacturing defects and functional issues that affect performance under normal use. During the warranty period, Genelec will handle repairs and provide necessary spare parts. 

If a product malfunctions during the warranty period and cannot be repaired at an authorised service centre, it can be replaced with the same model from the Genelec Certified Pre-Owned™ online store or another product of similar value. 

Genelec products are designed to last. However, if a product malfunctions, always contact our service team first to arrange a repair. We aim to repair products as long as spare parts are available. 

If you would like to service your Genelec products, you can find contact details for our service centre via the link below. 

Genelec Service 

Genelec Oy