1. Prescription Cancellations

If you place an order requiring a prescription and:

• You fail to upload a valid prescription within 48 hours of placing the order, or
• Our licensed pharmacists reject the uploaded prescription due to invalid details, mismatch, or safety concerns,

We will cancel your order and process a full refund to your original payment method.

2. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or incorrect (different from what was ordered), we will issue a replacement or a full refund.

Please inspect all items immediately upon delivery and report any issues to our customer support within 24 hours of receipt. We may request photographs of the packaging and items to verify the claim.

3. Non-Returnable Products

Due to health, safety, and regulatory guidelines, the following items are strictly non-returnable and non-refundable once delivered:

• Medicines that require specific temperature controls or refrigeration.
• Products that have been opened, unsealed, or had their protective packaging tampered with.
• Personal hygiene and wellness products.

4. Return & Refund Process

To initiate a return or request a refund:

1. Contact customer support via email at refunds@genozed.com or call us at our helpline.
2. Provide your order number, date of purchase, and the reason for the return.
3. Once approved, we will arrange for a pickup of the item or provide instructions for returning it. All returned items must be in their original, unopened packaging.

5. Processing Timelines

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

Approved refunds are processed back to the original method of payment. Depending on your financial institution, it may take 5 to 7 business days for the credit to appear in your account.