Cancellation Policy

Cancellation is only possible if your order has not been shipped yet. If you wish to cancel your order, toggle to your order history and click “cancel” for the order(s) you wish to cancel. You will get a confirmation message within 30 minutes. For prepaid orders, the order amount shall be refunded back to your original mode of payment within 5-7 business days. Feel free to contact our customer support at [email protected] for further support.

Replacement and Refund

Orders once placed, cannot be cancelled. We do not offer returns or exchanges on products which are delivered in perfect condition as per the order placed. For any incorrect product delivered to you where the delivered product does not match the item in your order confirmation, we are happy to exchange your product for a replacement. Please note that the seal of the outer carton of any incorrect item delivered has to be intact for an exchange request to be fulfilled by us. If any product delivered to you has a genuine quality/manufacturing defect, then we are happy to exchange your product for a replacement. You will need to self-ship the product(s) to the following address: Regus Harmony, S-03, Level -4, Tower -A, Godrej Eternia, Plot No-70, Industrial Area, Phase-I, Chandigarh- 160002 via any reliable courier partner. Please ensure to place the invoice in the package. For all returns, customer will have to bear all the shipping costs. Therefore, please ensure that scan copy of courier bill/receipt is shared via email to [email protected] The courier bill/receipt should satisfy the following conditions for successful processing:
– It should capture the weight of the return package.
– Residential/office address, destination address, shipment date, and other details should be mentioned.
– The information on the receipt should NOT be edited/over-written.
– This is subject to your returns being inspected and successfully processed upon receipt at our end.

What should I do if I receive a Damaged item, wrong product or missing units in my order?
If an item is found damaged, missing or incorrect as per your order & the description on our website, customers have to escalate a concern with us within 48 hours of delivery. Send us a picture of the packaging and products at [email protected] or call on +91 92870 00003 within those 48 hours (excluding gazetted holidays & Sunday). You will have to self-ship the product to the following address: Regus Harmony, S-03, Level -4, Tower -A, Godrej Eternia, Plot No-70, Industrial Area, Phase-I, Chandigarh- 160002 and then after successful inspection we will issue a different item in exchange. Replacements are subject to availability of the particular product. In case, the claimed shipment was not delivered to Cytogene or the shipment was empty, the onus shall be on the User to prove through presentation/submission of Proof of Delivery (PoD) from the concerned logistic service provider to establish his/her claim of return. However, non-receipt of Product by the Cytogene may lead to no refund/exchange being issued to the User. The User waives any claims against Cytogene in this regard. Courier charges will not be refunded and user will have to bear the charges. Cytogene will not be liable for the products exchanged by mistake. In circumstances where a product not belonging to Cytogene is exchanged by mistake, Cytogene is not accountable for misplacement or replacement of the product and is not responsible for its delivery back to the User.