Returns, Refunds, Cancellations & Exchanges Policy

Welcome to GentAura. We aim to provide you with a smooth and satisfying shopping experience. If something isn’t right with your order, we’re here to help.

1. What We Will Do Together

Step 1: Raise a Request

If you receive a wrong, expired, or damaged product, please raise a return or replacement request within 7 days from delivery. For damaged or missing items, the request must be raised within 2 days.

• Email: support@gentaura.in with Order ID & contact details

Step 2: Review

We review your request within 2 working days.

Step 3: Pickup Arrangement

If approved, our courier partner will collect the product from your address.

Step 4: Self-Shipping (If Needed)

If reverse pickup is unavailable in your area, you may self-ship the product. Courier charges will be reimbursed upon submission of a valid receipt.

Step 5: Replacement or Refund

After receiving the returned item and completing a quality check:

• Replacement delivered within 5–7 business days (subject to stock)
• OR refund processed

2. Conditions for Return or Replacement

• Wrong product delivered
• Expired product delivered
• Damaged product (tampered/broken packaging)
• Incomplete order (missing items)

3. Returns or Replacements Will Not Be Accepted If

• Product has been opened, used, or altered
• Original packaging/tags/labels missing
• Request raised after 7 days of delivery
• Damaged/missing item reported after 2 days

4. How Are Returns Processed?

• Pickup within 5–7 business days after approval
• Warehouse quality inspection
• Refund or replacement processed within 5–7 days post approval

5. Order Cancellations

• Cancel via My Account → Order Details → Cancel
• Reason for cancellation required
• Only before order is marked “Ready to Ship”

6. Refund Process

• Prepaid Orders: Refunded to original payment method within 7 business days
• COD Orders: Refund credited to your bank account

Refund Timelines:

• Cancelled Orders – within 7 business days
• Returned Items – typically within 2 weeks after pickup

7. Partial Order Returns

Yes, you may return individual items if they meet the return eligibility criteria.

8. Contact Us