Refunds & Cancellations Policy

1. Shipping & Delivery Timeline

• Dispatch: All verified orders (auction wins and store purchases) are dispatched within 24–48 hours of successful payment confirmation.
• Delivery Time: Standard domestic courier transit takes between 3 to 7 business days depending on customer pincode.
• Free Shipping & Full Policy: Standard delivery is currently FREE across India for all qualifying orders. For detailed delivery timeframes and courier coverage, please view our dedicated Shipping & Delivery Policy.

2. Cancellation Policy

• Customer Cancellation (Store Orders): Direct store orders can be cancelled prior to courier dispatch by contacting support via WhatsApp at +91 63544 65285 or email at support@genniez.com. Full refunds are initiated within 24 hours of cancellation confirmation.
• Live Auction Bids: Live auction bidding is free to participate. Once an auction concludes, the declared winner enters a binding settlement commitment to purchase the product at the final hammer price.
• Merchant Right to Decline / Cancel Orders (Technical Faults & Pricing Errors): GENNIEZ (Butbhavani Enterprise) expressly reserves the right to decline or cancel any order (store or auction) if an order is placed as a result of an obvious technical fault, software glitch, server malfunction, typographical pricing error, or inventory stockout. In all such cases, 100% of the customer's payment will be promptly refunded back to the original source without any deduction or cancellation charges.

3. Damaged or Defective Items Replacement

If an item is received in a damaged or defective condition during transit, you must report it within 48 hours of delivery with an unboxing video and photos. We will provide a 100% free replacement or full refund.

4. Refund Processing & Promotional Cashback Reversal

• Payment Method Refund: Approved monetary refunds are processed directly back to the original source (UPI, Credit/Debit Card, Netbanking) via Razorpay / banking network within 5 to 7 banking days.
• Promotional Cashback Revocation: When an order that generated 100% promotional wallet cashback is cancelled or refunded, the corresponding promotional wallet credit is automatically revoked and deducted from your GENNIEZ wallet balance.
• Clear Adjustment Example: If an auction item was purchased for ₹400 (which credited ₹400 in promotional wallet cashback), and you subsequently spent ₹250 of that cashback on a separate store purchase before initiating a return of the original item:

  • Original paid amount: ₹400

  • Promotional cashback already utilized: -₹250

  • Net Monetary Refund to your bank: ₹150

  • Remaining unused wallet cashback (₹150) is revoked.