Refund policy

Return, Refund and Cancellation Policy

Livgenix Pharma Pvt. Ltd. Last Updated: 11 July 2026

This Return, Refund and Cancellation Policy ("Policy") applies to all purchases made on www.livgenix.com (the "Platform"), including one-time orders and Subscribe & Save orders, and forms part of our Terms and Conditions. Please read this Policy carefully before placing an order.

1. Hygiene and Personal-Care Products

Livgenix products — including hair oils, shampoos, supplements, and powders — are personal-care and consumable items. For hygiene and safety reasons, we are unable to accept returns of any product that has been opened, used, or has had its seal/packaging broken, except where the product received is damaged, defective, expired, or incorrect as described in Section 3.

2. Cancellations

a. Before dispatch: You may cancel an order at no charge at any time before it has been shipped, by contacting us at info@livgenix.com or through your account dashboard, quoting your order number.

b. After dispatch: Once an order has been shipped and a shipment confirmation has been sent, it can no longer be cancelled. You may initiate a return once the product is delivered, subject to this Policy.

c. Subscription orders: For Subscribe & Save plans, you may pause, skip, or cancel an upcoming subscription cycle at any time from your account dashboard, provided this is done before the next billing/dispatch date for that cycle. Cancelling a subscription only stops future renewals; it does not entitle you to a refund for cycles already billed and dispatched.

3. Eligibility for Returns and Replacement

You may request a return, replacement, or refund only in the following cases, and must do so within 7 days of delivery:

  • The product received is damaged or has a manufacturing defect;

  • The product received is different from what was ordered (wrong item, size, or variant);

  • The product is missing from the package despite the invoice indicating it was included;

  • The product delivered has passed its expiry date or is close to expiry (within the shelf-life  threshold stated in our quality guidelines);

  • The outer packaging or tamper-seal was already broken/compromised at the time of delivery.

To raise a request, please contact us at info@livgenix.com or +91 9946094448 with your order number, a description of the issue, and photographs/a short video of the product and its packaging, taken upon opening the delivery.

4. Non-Returnable Situations

We are unable to accept a return or issue a refund where:

  • The product has been opened, used, or partially consumed, other than in the circumstances listed in Section 3;

  • The return request is raised after the window specified in Section 3;

  • The claimed defect results from misuse, improper storage, or an allergic/adverse reaction where correct usage instructions were provided (see our Terms and Conditions and product packaging for guidance);

  • The product was purchased through an unauthorised or unofficial third-party seller and not directly through the Platform.

5. Return Process

  1. Raise your request within the applicable window, along with the required order details and supporting photos/video.

  2. Our support team will review your request and, where approved, share instructions for the product to be picked up or returned, or confirm that no physical return is required.

  3. Once the return is received and verified (where applicable), we will process a replacement or refund as chosen, within 7–10 business days.

6. Refunds

  • Approved refunds will be issued to the original payment method used at checkout, through our payment partner, Razorpay.

  • Refund processing times may vary depending on your bank or payment provider, typically taking 5–7 business days to reflect after we initiate the refund.

  • For Cash on Delivery orders (if offered), refunds will be processed via bank transfer or UPI to the details you provide.

  • Shipping charges, where applicable, are non-refundable unless the return is due to our error (wrong, damaged, or defective product).

  • For subscription orders, refunds are only applicable to the specific delivered cycle found to be defective, damaged, or incorrect — not to prior or future cycles.

7. Replacement Instead of Refund

Where a product is found to be damaged, defective, expired, or incorrect, you may choose to receive a free replacement of the same item instead of a refund, subject to product availability.

8. Failed or Undelivered Orders

If an order is returned to us due to an incorrect address, repeated unavailability at the time of delivery, or refusal to accept delivery, we will contact you to arrange re-shipment (additional shipping charges may apply) or process a refund minus any shipping and handling costs already incurred.

9. Damaged-in-Transit Claims

If your order arrives visibly damaged, please do not accept the delivery if possible, or report it to us within 48 hours of delivery with photos of the package and product. Claims raised after this window may not be eligible for replacement or refund.

10. Order Cancellations by Livgenix

We reserve the right to cancel an order at our discretion — including in cases of pricing errors, stock unavailability, suspected fraud, or failure to meet eligibility requirements under our Terms and Conditions — and will issue a full refund of any amount already collected for that order.

11. Contact Us

For any questions about this Policy, or to raise a return, refund, or cancellation request, please contact:

Livgenix Pharma Pvt. Ltd.

XVIII/13, Palayam Arcade

South Chalakudy

Thrissur, Kerala – 680307

India  


Email: info@livgenix.com


Phone/WhatsApp: +91 9946094448