Cancellation & Refund Policy


Q. What is the general return policy on ketogen Products?
In an event where you'd want to return the ketogen product that you purchased from our website, you should inform us within 14 days of receiving the product.

Few points to consider:
1. To initiate the return process, email us at care@ketogen.in
2. The product should be in its original condition. The product jar should be unopened, and unused.
3. Please make sure to return the original invoice, box and price tags received with the product.
4. In case the returned product is found ineligible for refund, we will send the product back to you.
5. You will have the option to get a refund, or exchange the product.
6. In case of a prepaid order, you will receive the refund in your payment method within 3-5 business days.
7. In case of a Cash on Delivery order, we will take the bank account details from you where you'd like us to send you the refund amount. Immediately after we process your refund request, you will receive the refund amount in this bank account within 3-5 business days.
8. Replacements are subject to availability of products.

Q. What should I do if I receive a Defective item or not something which I ordered?
If you receive a defective product, or a different product than what you had ordered, you can inform us within 14 days of receiving the product by emailing us at care@ketogen.in.

Follow these steps to return a damaged, defective or a wrong product:
1. Notify us within 14 days of receiving the products by emailing us at care@ketogen.in, mentioning the issue, and whether you want a refund, or a similar product, or a different product.
2. Return the product in its original packaging, original box, price tags and invoice.

Note:
1. Replacements are subject to availability of particular products.
2. In case of a prepaid order, you will receive the refund amount in your payment method within 3-5 business days.
3. In case of a Cash on Delivery order, we will take the bank account details from you where you'd like us to send you the refund amount. Immediately after we process your refund request, you will receive the refund amount in this bank account within 3-5 business days.

Q. What is your category specific policy for return?
- For nutrition products, the return policy is as mentioned in the previous answers.
- For sports and fitness accessories, or for ketogen mechandises, you can request for a refund in case of issue with size, or if you receive the product in a damaged condition. Write to us at care@ketogen.in to request a refund.
- Services category is not applicable for any refund.
Q. Are there any processing fees for replacements or returns?
While there is no processing fee for returns or replacements, you will have to pay a difference amount if you are requesting a replacement with a product that is priced higher than the price of the product you want to replace.

Q. I need to return an item, how do I arrange for a pickup?
- Email us at: care@ketogen.in to initiate the return of your item.
- Once you email us, you will receive a call from us in which you will be explained the return process.
- We will arrange for the pick-up of the item through our courier partners.

Q. What are the modes of refund available after cancellation or return?
- for prepaid orders, if you want to cancel or return the order, you can email us at care@ketogen.in and we will cancel your order. Once we process your cancellation request, you will receive the refund amount in the payment method that you had used while placing the order.

- for Cash on Delivery orders, if you cancel or return the order, you can email us at care@ketogen.in and we will cancel your order. We will take the bank account details from you where you'd like us to send you the refund amount. Immediately after we process your refund request, you will receive the refund amount in this bank account within 3-5 business days.

Q. In case of a refund, in how many days will the money be refunded?
Once we process the refund request, you will receive the refunded amount in 3-5 business days.

Q. In how many days will the product be delivered in the product replacement process?
We will deliver you the replacement product within 14 working days after your request for replacement of product is approved by us.