1. Eligibility for Returns
We accept returns only under the following conditions:
- You received a wrong product that does not match your order.
- The product was damaged or defective at the time of delivery.
- The product is expired upon arrival.
Note: We do not accept returns for products that have been opened, used, or tampered with due to health and hygiene reasons.
2. Timeframe for Return Requests
- You must raise a return request within 48 hours of receiving your order.
- Requests raised after this period will not be eligible for return or refund.
3. How to Request a Return
- Email us at enquiry@borngenuine.com with your order number and reason for return.
- Attach clear photos or videos showing the issue (damaged packaging, wrong item, defect, etc.).
- Our customer support team will review your request within 2–3 business days.
- Once approved, we will provide return shipping instructions.
4. Return Shipping
- For approved returns (wrong, damaged, or defective product), we will arrange a free pickup or reimburse reasonable return shipping costs.
- For customer-initiated returns (if applicable), the customer will bear the shipping cost.
5. Refund Process
- Refunds will be issued only after the returned product is received and inspected.
- Refunds will be processed to your original payment method within 7–10 business days of approval.
- In case of prepaid orders, the refund will reflect as per your bank/payment provider’s timelines.
- For COD (Cash on Delivery) orders, refunds will be issued via bank transfer.
6. Non-Refundable Items
We cannot process refunds for:
- Products purchased during sales or promotional offers.
- Products damaged due to misuse, mishandling, or incorrect storage after delivery.
- Opened or partially used products.
- Gift cards, coupons, or downloadable products.
7. Replacement Policy
- If the product qualifies for return and stock is available, we can issue a replacement instead of a refund.
- Replacements are shipped at no extra cost once the returned item is received and inspected.
8. International Orders
- Due to high shipping costs and customs complexities, we do not offer returns for international orders except in cases of wrong or defective product.
- Customs duties and taxes are non-refundable.