Returns, Exchanges & Warranty

4.1 Exchange Policy – General

ShopGenie offers a 7-day exchange window from the date of delivery for eligible products. Direct refunds are not automatically available for all products and are evaluated on a case-by-case basis at the sole discretion of ShopGenie, taking into account the nature of the product, the reason for the return, and the condition in which it is returned.

4.2 Eligibility for Exchange

To qualify for an exchange, the following conditions must all be satisfied on physical inspection:

• The item must be unused, unwashed, and in the same condition as received, free of wear and tear.
• The item must be in its original retail packaging, with all boxes, instructional manuals, warranty cards, protective wraps, and accessories intact.
• All manufacturer and price tags must be attached in their original state.
• The original invoice or order confirmation must be provided.

4.3 Imported Products – Special Policy

• If you receive a defective or incorrect imported product, contact us within 7 days of delivery at shopgenie.info@gmail.com with your order number, a description of the defect, and clear photographs or video clearly showing the issue.
• Upon verification, ShopGenie will provide return shipping instructions and cover return shipping costs to the international supplier.
• A replacement unit will be dispatched once the defective item is received and inspected. Delivery of the replacement is subject to the standard imported products timeline (2–3 weeks).

4.4 Products Eligible for Return and Refund

A return for full refund (rather than exchange) is available only in the following verified circumstances:

• The product received is defective or damaged and no equivalent replacement is available.
• An incorrect product was shipped (item does not match the order).
• The product is missing essential parts or accessories that were advertised as included.

Change of mind, incorrect size selection, or "did not like it" are not grounds for a return refund but may be considered for an exchange at ShopGenie's discretion for domestic products only.

4.5 Non-Returnable and Non-Exchangeable Items

The following items cannot be returned or exchanged under any circumstances, unless they arrive in a defective condition:

• Innerwear, lingerie, and swimwear (for hygiene reasons)
• Customised or personalised products
• Products with tampered, removed, or missing serial numbers or IMEI numbers
• Products damaged due to misuse, mishandling, liquid ingress, electrical surges, or negligence by the customer
• Products without original packaging, tags, or accessories
• Free gifts or promotional items
• Products purchased during clearance sales or flash sales (unless delivered in a defective condition)
• Consumable products that have been opened (e.g., batteries, cartridges)

4.6 How to Initiate an Exchange or Return Request

To initiate a request:

4.7 Refund Processing

If a return is approved for a refund:

• Refunds are processed exclusively to the original payment source (UPI account, credit card, debit card, net banking account, or PayPal account used for the original transaction).
• Processing time: 5 to 10 business days after we receive, inspect, and approve the returned product.
• The refund amount equals the purchase price paid, excluding shipping charges unless the return is due to our error (wrong item shipped, transit damage, or manufacturing defect).
• Additional processing time at your bank or payment provider may apply before the refund is reflected in your account.

4.8 Warranty

Products sold on ShopGenie are covered by the manufacturer's warranty as specified on the individual product listing page. Warranty terms, duration, and coverage vary by brand and product category. ShopGenie acts as a retail intermediary and does not independently extend warranty coverage beyond the manufacturer's terms.

Warranty Claim Process:

• Contact shopgenie.info@gmail.com with your order number, a description of the issue, and supporting photographs or video.
• We will assess the claim and direct you to the appropriate authorised brand service centre or handle coordination with the manufacturer on your behalf.
• Warranty claims are subject to the manufacturer's terms and conditions and their assessment of the claim.

Warranty Exclusions:

Manufacturer warranties universally exclude:

• Normal wear and tear
• Damage caused by accident, misuse, liquid ingress, electrical surges, or repairs by unauthorised service centres
• Products used contrary to the manufacturer's instructions
• Cosmetic damage (scratches, dents, broken plastic)
• Consumable components (batteries, print cartridges, etc.)

4.9 Cancellation

Please refer to Section 1.8 of these Terms of Service for the complete Cancellation Policy.