Refund and Returns Policy

Last Updated: November 2025

At gens.pk/, customer satisfaction is our top priority.
We take great care in ensuring that every serum and skincare product we sell is authentic, fresh, and safely packaged.
However, since our products are personal-use skincare items, certain return and refund restrictions apply for hygiene and safety reasons.

1. Returns Policy

Due to the nature of our products, we do not accept returns or exchanges on opened or used skincare and serum products.
Please make sure to review all product details carefully before making your purchase.

You may be eligible for a return or exchange only in the following cases:

* You received a damaged or leaking product.
* You received the wrong item that does not match your order.
* Your order is incomplete or missing an item.

To qualify for a return:

* You must contact us within 3 days of receiving your order.
* The item must be unused, unopened, and in its original packaging.
* You must provide a photo or video as proof of damage or incorrect delivery.

2. Refund Policy

Refunds are processed only for valid return cases as mentioned above.
Once your return request is approved, we will process your refund through your original payment method or store credit, depending on your preference.

Please note:

* Refunds may take 5–7 business days to appear in your account after approval.
* Shipping fees are non-refundable.
* In case of Cash on Delivery (COD) orders, refunds will be issued via bank transfer or Easypaisa/JazzCash after verification.

3. Order Cancellations

* Orders can be canceled within 12 hours of placing them, provided they have not yet been processed or shipped.
* Once your order has been shipped, it cannot be canceled.
To request cancellation, please email us at kashfraj2@gmail.com with your order number and reason.

4. Damaged or Wrong Product Received

If you receive a damaged, leaking, or incorrect product:

1. Take clear photos or a short video showing the issue.
2. Email us within 3 days at kashfraj2@gmail.com with your order number, name, and evidence.
3. Our team will review and respond within 48 hours.
If approved, we will arrange a replacement or issue a refund as per your request.

5. Non-Returnable & Non-Refundable Items

For hygiene, safety, and quality assurance, the following items cannot be returned or refunded:

* Opened skincare or serum bottles.
* Used or partially used products.
* Items purchased during sales, promotions, or clearance offers.
* Gift cards and sample items.

6. Contact Us

We’re here to help you with any order or product-related concerns.
For assistance, please reach out to us at:

📧 Email: kashfraj2@gmail.com

7. Policy Updates

gens.pk/ reserves the right to update or modify this Refund & Return Policy at any time without prior notice.
Any changes will be posted on this page with the latest Last Updated date.