Shipping, Exchange & Cancellation Policy

Livgenix Pharma Pvt. Ltd.
Last Updated: 1 August 2026

At Livgenix, we aim to provide a smooth and reliable shopping experience. Please read this Shipping & Exchange Policy before placing an order.

1. Order Processing and Shipping

Orders are generally processed and dispatched within 1–2 business days after successful payment confirmation. Orders placed on weekends or public holidays may be processed on the next business day.

Once your order is dispatched, tracking details may be shared through email, SMS, WhatsApp, or another available communication channel.

2. Delivery Timeline

Delivery timelines may vary depending on the delivery location, courier availability, and other operational factors. Any estimated delivery date shown during checkout is indicative and is not guaranteed.

Delays may occur due to weather conditions, public holidays, courier or logistics delays, transportation disruptions, or other circumstances beyond our reasonable control.

3. Shipping Charges

Any applicable shipping charges will be displayed during checkout before you complete your purchase.

Livgenix may offer free shipping on selected orders, products, or promotional campaigns. Such offers may be subject to applicable terms, minimum order values, and serviceability restrictions.

4. Delivery Address

Customers are responsible for providing a complete and accurate delivery address, including the correct postal code and contact information.

If you need to change your delivery address, please contact us as soon as possible. Address changes may only be possible before the order is processed or dispatched.

Livgenix may not be responsible for delays, failed deliveries, returned shipments, or additional charges resulting from incorrect or incomplete delivery information provided by the customer.

5. Delayed, Lost, or Marked-Delivered Packages

If your order is delayed, please check the tracking information for the latest shipment status.

If your order is marked as “Delivered” but you cannot locate it:

• Confirm that the delivery address provided is correct.

• Check with family members, neighbours, building security, or others who may have received the package.

• Check nearby locations where the courier may have safely placed the package.

• Allow up to 48 hours, as courier tracking information may sometimes be updated before the package is physically delivered.

If the package is still not located, please contact us with your order number. We will review the matter and, where appropriate, coordinate with the courier or logistics partner.

6. Exchange Policy

Exchange requests may be considered only in the following cases:

• You received a damaged or defective product.

• You received an incorrect product.

• The product received does not match the product ordered.

• A product listed in your order or invoice is missing from the package.

To request an exchange, contact us within 7 days of delivery and provide:

• Your order number

• A description of the issue

• Clear photographs or videos of the product and packaging

7. Exchange Eligibility

To be eligible for an exchange:

• The product must be unused and in its original condition, unless the issue could only be identified after opening.

• Original packaging, labels, seals, and accompanying items must be retained where applicable.

• The exchange request must be submitted within the applicable period.

• Proof of purchase or a valid order number must be provided.

Products that have been opened, used, altered, or damaged after delivery may not be eligible for exchange, except where the product is damaged, defective, expired, or incorrect.

8. Non-Exchangeable Products

Livgenix products may include personal-care, hygiene, wellness, or consumable products. For health, hygiene, safety, and quality reasons, opened, used, consumed, or unsealed products are generally not eligible for exchange.

This restriction does not apply where the product received is damaged, defective, expired, incorrect, missing, or delivered with compromised packaging or a broken tamper seal.

9. Exchange Approval

All exchange requests are subject to review and approval by Livgenix.

If an exchange is approved, we will provide instructions for product collection or return. Replacement products will be dispatched after the returned product is received and verified, where applicable, and subject to product availability.

If a replacement is unavailable, an alternative resolution may be provided in accordance with our Return, Refund and Cancellation Policy.

10. Cancellations

Orders may be cancelled without charge before they are processed or dispatched.

Once an order has been shipped, cancellation may no longer be possible. Any return, replacement, or refund request after dispatch will be handled according to our Return, Refund and Cancellation Policy.

To request a cancellation, please contact us as soon as possible and provide your order number.

11. Contact Us

For questions regarding shipping, delivery, exchanges, cancellations, or your order, contact:

Livgenix Pharma Pvt. Ltd.
XVIII/13, Palayam Arcade
South Chalakudy, Thrissur
Kerala – 680307, India

Email: info@livgenix.com
Phone/WhatsApp: +91 9946094448