Some orders may take longer to arrive due to shipper and supplier delays. Learn More

0
₹0.00

Some orders may take longer to arrive due to shipper and supplier delays. Learn More

0
₹0.00

RETURN, REFUND AND CANCELLATION POLICY

For the purpose of this Return, Refund and Cancellation Policy (“Policy”), Biogenica Healthcare Pvt Ltd will be referred to as “Company”, “we”, “our”, or “us”, and any individual placing an order on the Platform will be referred to as “User”, “you”, or “your”.

1. ORDER CANCELLATION, RETURNS, REFUNDS & EXCHANGES

A. Overview

Subject to the conditions listed in this Policy, Users may request an order cancellation, return, refund, or product exchange for purchases made through gronao.co.in (including mobile site) (collectively referred to as the “Website”).
 To initiate any such request, please email us at info@biogenica.in.

B. You may request the following:

  1. Order Cancellation
     Before the order is dispatched (refer to Section 2C).

  2. Refund for Non-Delivery
     If you have not received the order.

  3. Return + Refund / Exchange in cases where:
    • The product arrives damaged or defective
    • You receive an item materially different from what you ordered
    • The product violates any applicable law
    • Delivery is delayed such that the product is no longer usable
    • Receipt of the product conflicts with our User Agreement

  4. Return due to Change of Mind
     Allowed only if the item is unused, unopened, and in its original condition.

All return, refund, and exchange rights remain subject to the limitations permitted under applicable Indian laws.

C. Situations Where a Return / Refund / Exchange Will NOT Be Accepted

A product will not be eligible if:

  1. It has been opened, used, altered, or damaged while in your possession.
  2. The request is raised after the permissible time window stated in this Policy.
  3. You experience physical reactions or dislike the product after opening it (taste, flavour, preference issues, comparison with another brand, etc.).
  4. You fail to provide required information or supporting evidence needed for review.
  5. The product returned is different from what was originally delivered to you.

D. Additional Return Conditions

For a return or exchange to be processed:

  • Products must include all original packaging, labels, and unused condition.
  • The product must match what was supplied.
  • Requests must be raised strictly within the timelines mentioned in Section E.
  • All supporting details must be submitted when requested.

E. Return & Exchange Timelines

All requests must be made within the following time frames:

  1. Tampered Packaging / Broken Seal: Same day as delivery
  2. Damaged or Defective Items: Within 2 business days of delivery
  3. Incorrect or Wrong Item Delivered: Within 2 business days of delivery
  4. Any Other Valid Case: Within 7 days from delivery date

When raising a request, you may be asked to provide:

  • A brief explanation of the issue
  • Clear photos of the packaging and product(s)
  • Any additional information required for verification

 

After we review the case, we will authorize or reject the return/refund/exchange at our sole discretion.

 

Once approved, we will arrange pickup and process your refund or exchange (subject to availability).

F. Return Shipping Guidelines

  1. Our courier partners may refuse pickup if the return parcel is improperly packed or unlabelled.
  2. Please ensure the order ID and product details are clearly marked.
  3. Return shipping is free for approved cases.
  4. If you send us an item that was not purchased from our Website, we are not responsible for retrieving or returning it.

G. Refund Terms

  1. Once approved, refunds will be processed within 15 business days.
  2. COD Orders: Refunds can be issued to your bank account (details to be provided) or to your registered wallet.
  3. Online Payments: Refunds will be credited to the original payment method.
  4. The Company is not responsible for delays caused by external factors beyond our control.

2. ORDERS & CANCELLATION

A. Acceptance & Order Cancellation by the Company

  1. We may request additional verification before confirming an order.
  2. To maintain a secure shopping environment, we monitor transactions. Any suspicious activity may lead to cancellation of the order, and we may notify law enforcement if required.
  3. We may cancel an order deemed a “Suspicious Order”, which includes but is not limited to:
    • Unusually large order quantities
    • Multiple accounts ordering to the same address
    • One account placing orders to many different addresses (drop-shipping behavior)
    • Invalid or incomplete address provided
    • Evidence of misuse, fraud, or malpractice
    • Orders placed for the purpose of resale
  4. Promotional vouchers used in canceled suspicious orders may not be reissued.

B. High-Risk Accounts

User accounts may be suspended or terminated if classified as “High Fraud Risk”, including cases where:

  • User fails to respond to payment verification
  • Invalid documents or details are submitted
  • Impersonation of another User
  • Invalid email or phone number provided
  • Overuse/misuse of coupon codes
  • Repeatedly returning incorrect products
  • Refusal to pay upon delivery
  • Excessively high return rate
  • Incomplete or false shipping address
  • Frequent unjustified requests for compensation

 

All associated credits, loyalty points, or referral benefits may be forfeited.

C. Order Cancellation by User

  1. Orders can be canceled only before they have been shipped. A full refund will be issued.
  2. Orders already dispatched cannot be canceled. You may request a return once the order is delivered.
Cart (0 items)
Cart (0 items)