CANCELLATION AND REFUND POLICY
Returns, Cancellations, Replacement and Refunds Policy
Thank you for shopping at Gennext Pharma.
If, for any reason, You are not completely satisfied with a purchase we invite You to review our policy on Returns, Cancellations, Replacement and Refunds.
The following terms are applicable for any products that You purchased with Us.
If the order or the item(s) that you want to cancel have not been shipped yet, you can write to our customer support team at support@gennextpharma.com or Call us on +91 888 226 5365 (Monday to Saturday, 8 AM to 8 PM and Sunday, 10 AM to 7 PM).
In such cases, the order will be canceled, and the money will be refunded to you within 24-72 business hours after the cancellation request is duly processed by us.
In case of cancellation before shipment, we process the refund within 24-72 business hours after receiving the cancellation request.
In case of cancellation once the shipment has already been dispatched or if it is being returned, we process the refund once the products have been received and verified at our warehouse.
- For payments done through credit/debit cards or net banking, the refund will be processed to the same account from which the payment was made within 24-72 business hours of us receiving the products back. It may take 2-3 additional business days for the amount to reflect in your account.
- For cash on delivery transactions, we will initiate a bank transfer against the refund amount against the billing details shared by you. This process will be completed within 24-72 business hours of us receiving the products back and your bank details on email. It will take an additional 2-3 business days for the amount to reflect in your account.
- In addition, we also provide the hassle-free option of refund through GenNext Pharma coupons, which can be used during future purchases.
You can raise a request to return/replace your order by contacting our customer happiness team through the following channel (between 10 AM – 7 PM).
Discount vouchers are intended for one-time use only and shall be treated as used even if you cancel the order. If you had redeemed loyalty points for an order, the same will be credited back to your account in the case of a cancellation. Returns, Replacements, and Refunds
How do I return an item purchased on GenNext Pharma?
Indian Orders:
GenNext Pharma offers its customers an ’Easy return policy, wherein you can raise a return/exchange request of a product within 15 days of its delivery. We also accept partial returns wherein you can raise a return request for one or all products in your order.
Step 1: Contact our Customer Support team via email (support@gennextpharma.com) within 15 business days of receiving the order.
Step 2: Provide us with your order ID details and your request to return/replace/refund your order. Kindly email an image of the product and the invoice for our reference.
Step 3: We will pick up the products within 2-4 business days. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels, and barcodes intact.
International Orders:
Products can only be eligible for returns if the products received by the customer are deemed to have been received in a damaged / defective state or are expired or an incorrect product has been delivered. Such products can only be returned in their original packaging, in an unused and sealed condition. [Opened or used products will not be accepted as returns.]
If a return is accepted, GenNext Pharma will replace or refund the invoiced rupee value for, the damaged / defective/expired/wrong product. In either case, the amount of the additional custom paid by the customer to receive the product will be reimbursed to the customer in the form of a refund coupon that can be applied to the customer’s next order with GenNext Pharma, subject to the customer providing a copy of the customs receipt.
Note: If it is a case of replacement, it is subject to the availability of stock. In cases when a replacement may not be available, we will refund you the full amount. Kindly refer to the next question for exclusions to refunds.
Returns will not be accepted under the following conditions:
- Product is damaged due to misuse/overuse
- Returned without original packaging including, price tags, labels, original packing, freebies, and other accessories or if original packaging is damaged
- Serial Number is tampered with.
- Defective products that are not covered under Seller/Manufacturer’s warranty
- Product is used or altered
- If the request is initiated after 15 business days of order delivery
- Free product provided by the brand
Categories not eligible for Return:Categories not eligible for Return:
- Customized products cannot be returned since they are available during select promotions and ordered on demand
- Personal care appliances cannot be returned due to hygiene issues
Note: For certain marketing campaigns or mega sale periods, special return/exchange/refund rules may apply. Information regarding this is visible on the promotion banner. For any clarification, please feel free to contact our customer care.
Our shipments go through rigorous quality check processes before they leave our warehouse. However, in the rare case that your product is damaged during shipment or transit, you can request a replacement or cancellation and refund.
If you have received an item in a damaged/defective condition or have been sent a wrong product, you can follow a few simple steps to initiate your return/refund within 15 days of receiving the order:
Step 1: Contact our Customer Support team via email (support@gennextpharma.com) within 15 business days of receiving the order.
Step 2: Provide us with your order ID details and your request to return/replace/refund the defective/wrong items in your order. Kindly share an image of the product and the invoice for our reference.
Step 3: We will pick up the products within 2-4 business days. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels, and barcodes intact.
Note: If it is a case of replacement, it is subject to the availability of stock. In case that a replacement may not be available, we will refund you the full amount.
Yes. The free gift is included as a part of the item order and needs to be returned along with the originally delivered product.
Yes. A return can be created at the item level and if you have ordered multiple items, you can initiate a return/replacement/refund for any individual item. However, any product being returned needs to be returned in full including all components as well as any complimentary gifts or products which came along with it.
In case of a return/replacement/refund, we process the refund once the products have been received and verified at our warehouse.
- For payments done through credit/debit cards or net banking, the refund will be processed to the same account from which the payment was made within 24-72 business hours of us receiving the products back. It may take 2-3 additional business days for the amount to reflect in your account.
- For cash on delivery transactions, we will initiate a bank transfer against the refund amount against the billing details shared by you. This process will be completed within 24-72 business hours of us receiving the products back and your bank details on email. It will take an additional 2-3 business days for the amount to reflect in your account.
- In addition, we also provide the hassle-free option of refund through GenNext Pharma coupons, which can be used during future purchases.