Cancellation, Return and Refund Policy

Cancellation before shipment (Only valid on orders placed & delivery in India):

If the order of the item(s) that you want to cancel has not been shipped yet, you can raise your cancellation request via the following routes :

Via 'My Orders' section
Go to your account > Click on 'Orders' > Go to the order you want to cancel and select 'Order Details' > Click on 'Cancel Item' > Select the item(s) in your order that you would like to cancel and provide the reason for cancellation and 'Confirm' > Once submitted, your item(s) will be cancelled and your refund will be processed, but all cancellation should be initiated within 2hrs (two hours) of order placement.
Via the Help Center Email: support@genuinesstrends.com
Write To Us > Subject: For Order Cancellation > Provide us with your order ID details and your request to cancel your order. > Our service representative will review your query and revert in 48 hours.

How will I get refunded for the cancelled orders and how long will this process take?

In case of cancellation before shipment, we process the refund within 24-48 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 24-48 business hours of us receiving the products back. It may take 3-4 additional business days for the amount to reflect in your account.
For cash on delivery transactions, we will not initiate any types of refund for COD Payments, only replacement will be performed by us but consumer have to send the goods on his/her own cost through POST/COURIER on our registered address and provide tracking id and subject line “ replacement of Order Id” at our mail: support@genuinesstrends.com .
In addition, we also provide a hassle-free option to refund your amount directly convert into PROMOCODE OR VOUCHER and provide to your Registered Email, which can be used during future purchases.

What if I used discount vouchers or loyalty points during time of payment and I have to cancel my order?

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.

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 as PROMO CODE OR VOUCHER.

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.

Which are the items that cannot be returned/exchanged?

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 request is initiated after 15 business days of order delivery
Free product provided by brand

Categories not eligible for Return:

Customized Products (eg: lipsticks, compacts, mascaras, etc) cannot be returned since they are available during select promotions and ordered on demand
Personal care appliances cannot be returned due to hygiene issues

Please 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.

I have received a damaged or defective item/wrong product in my order, how should I proceed?

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 for 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: Follow one of the following steps:
1. Via Email
  Share an email to our Customer support team at support@genuinesstrends.com within 15 business days of receiving the order.
Step 2: Once your request is received, we will be responsible to pick the item from you. 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 bar-codes intact.

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.

Do I have to return the free gift when I return a product?

Yes. The free gift is included as a part of the item order and needs to be returned along with the originally delivered product.

Can I return part of my order?

Yes. A return can be created at 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.