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Refund & Return Policy

Last Modified: October 2026 | National Consumer Protection (E-Commerce) Rules Aligned

Hassle-Free Protection

7-Day Doorstep Replacement Guarantee

  • Covers physical transit damage, defective electronics, or mismatched sizes
  • Direct reverse courier pickup within 48–72 hours across eligible pincodes
  • Fast automated refunds to original payment source or verified UPI ID
Raise Replacement Request →

🛡️ 1. Overview & Policy Commitment

Every product dispatched from GenZstore undergoes strict quality inspection prior to protective packaging. If an item arrives damaged in transit, with manufacturing faults, or with incorrect specifications, you are protected by our 7-Day Doorstep Replacement & Return Policy.

⏱️ 2. The 7-Day Claim Window

Replacement or return requests must be raised within 7 calendar days from the exact date of doorstep delivery (as confirmed by carrier tracking records). Claims submitted after the 7-day period are ineligible for reverse pickup or store credit.

📦 3. Return & Replacement Eligibility Criteria

To qualify for a doorstep exchange or refund, the shipment must satisfy the following conditions:

  • Transit Damage or Manufacturing Flaw: Physical breakage, electrical malfunction, or manufacturing structural defects.
  • Specification Mismatch: Significant discrepancy in size, model, or color compared to the invoice order.
  • Original Packaging Intact: The item must remain unwashed, unworn, and free of alterations, with all original tags, accessories, user manuals, and the protective cardboard box preserved.

📹 4. Mandatory Proof Requirement (Anti-Fraud Policy)

To protect genuine consumers against fraudulent courier claims, all damage, defect, or missing item complaints require verifiable visual documentation:

Mandatory Unboxing Video: Customers must provide an unedited, continuous 360-degree unboxing video recording starting from the initial inspection of the intact courier bag (displaying the complete AWB shipping label) until the product is removed and the defect is visibly demonstrated. Claims supported solely by isolated static photos cannot be verified.

🔄 5. Step-by-Step Claim & Reverse Pickup Workflow

Follow these 3 steps to ensure immediate processing without administrative delays:

  1. Submit Claim: Message our helpdesk via WhatsApp at +91 82875 94863 or email support@genzstore.in with your 9-digit Order ID and unboxing footage.
  2. Verification Audit: Our fulfillment desk audits the submitted proof within 24 to 48 business hours and issues an approval code.
  3. Reverse Pickup: Our 3PL courier partner (Delhivery, Xpressbees, or Blue Dart) will pick up the parcel from your doorstep within 48 to 72 hours of approval. If reverse logistics is unavailable for your specific PIN code, self-courier reimbursement guidelines will be provided.

💰 6. Refund Timelines & Settlement Method

Once the returned parcel is received at our logistics hub and passes quality inspection, refunds are processed according to payment mode:

Order TypeRefund ChannelSettlement Window
Prepaid OrdersOriginal source method (UPI, Net Banking, Credit/Debit Card)3 to 5 business days post-inspection
Cash on Delivery (COD)Direct NEFT Bank Transfer or verified UPI Handle48 to 72 business hours after account verification
Exchange AlternativeDirect product reshipment or Store Catalog CreditDispatched within 24 hours of approval

🚫 7. Non-Returnable Items & Exclusions

The following categories are non-returnable to maintain sanitation, hygiene, and product integrity:

  • Personal care items, wellness products, and items explicitly labeled as "Non-Returnable / Final Sale" on the product detail page.
  • Items exhibiting signs of physical abuse, cosmetic wear, electrical short circuits caused by improper voltage, or missing manufacturer serial stickers.
  • Items returned without original packaging or missing secondary bundled accessories.

📬 8. Customer Care & Dispute Redressal Desk

For live claim updates, replacement inquiries, or transaction questions, connect with our verified customer resolution team: