RETURN, REFUND & CANCELLATION POLICY
Last Updated: June 2025
This Return, Refund & Cancellation Policy (“Policy”) governs purchases made on www.nexgenlab.org
(the “Website”), operated by Nexgen Labs (“Company”, “we”, “us”, “our”).
By placing an order on the Website, the customer (“you”, “your”) agrees to the terms stated herein.
- NATURE OF PRODUCTS
Nexgen Labs supplies medical, dermatology, aesthetic, and laboratory consumables, including but not limited to PRP, GFC, and allied products.
Due to the sensitive, regulated, and sterile nature of these products:
Returns are restricted
Refunds are conditional
Opened or used products cannot be resold
- ORDER CONFIRMATION & PAYMENT STATUS
2.1 Payment Gateway Delays
In rare cases, payment may be successfully debited from the customer’s bank but may show as “Pending” on the Website due to gateway synchronization delays.
Such cases are verified manually by our accounts team.
Once verified, the order is processed normally.
- CANCELLATION POLICY
3.1 Cancellation by Customer
Orders can be cancelled only before dispatch.
Once the order is packed or dispatched, cancellation is not permitted.
3.2 Cancellation by Company
The Company reserves the right to cancel an order in case of:
Non-availability of stock
Pricing or listing errors
Suspected fraudulent transactions
Regulatory or compliance restrictions
In such cases, a full refund will be initiated.
- SHIPPING, DELIVERY & COURIER LIABILITY
4.1 Courier Partners
Orders are shipped through third-party courier/logistics partners.
Delivery timelines are indicative, not guaranteed.
4.2 Customer Responsibility
Customers must ensure:
Correct delivery address
Correct and reachable contact number
Availability to receive delivery
Failure to do so may result in:
Delivery delay
Non-delivery
Return-to-Origin (RTO)
- NON-DELIVERY / RETURN TO ORIGIN (RTO)
5.1 Reasons for RTO
RTO may occur due to:
Incorrect or incomplete address
Incorrect / unreachable contact number
Consignee unavailable
Delivery refusal by customer
5.2 Refund in RTO Cases
Once the shipment is returned to our facility, it undergoes:
Physical inspection
Quality check (QC)
Inventory reconciliation
Refunds are initiated within 45–60 working days after successful QC approval.
Shipping charges are non-refundable in RTO cases caused by customer error.
- RETURN BY CUSTOMER (POST-DELIVERY)
6.1 Returns Are Allowed ONLY If:
Product received is damaged during transit
Product received is wrong / mismatched
Product received is expired at the time of delivery
6.2 Returns Are NOT Allowed If:
Product is opened, used, or tampered
Seal is broken
Cold-chain products are exposed
Return request is based on “change of mind”
Delay due to courier beyond control
- RETURN REQUEST PROCESS
To raise a return request:
Email info@nexgenlab.org
within 48 hours of delivery
Attach:
Order ID
Images/videos of the product
Outer packaging and label photos
Requests beyond 48 hours may not be accepted.
- REFUND POLICY (DETAILED)
8.1 Approved Refund Scenarios
Refunds are applicable in cases of:
Verified RTO
Approved damaged / wrong product return
Order cancelled before dispatch
Order cancelled by Company
8.2 Refund Timeline
Refunds are processed within 45–60 working days
Timeline begins after product return + QC approval
Refunds are credited to the original payment method only
- PARTIAL REFUNDS
Partial refunds may be issued in cases of:
Partial shipment delivered
Missing items (after verification)
Courier damage limited to specific items
- NO CASH REFUNDS
Cash refunds are not permitted
Refunds are processed only via:
UPI
Bank transfer
Original payment gateway
- COMMUNICATION & SUPPORT
All official communication is done via:
Email: info@nexgenlab.org
WhatsApp support (business hours only)
Response time may vary due to:
Verification requirements
Courier coordination
Regulatory checks
- FORCE MAJEURE
The Company shall not be liable for delays or failures caused by:
Natural disasters
Transport strikes
Government restrictions
Epidemics / pandemics
Acts beyond reasonable control
- LIMITATION OF LIABILITY
Company liability is limited to the order value paid
No liability for indirect, incidental, or consequential losses
Medical outcomes are not guaranteed and are practitioner-dependent
- GOVERNING LAW & JURISDICTION
This Policy is governed by laws of India
Any disputes shall be subject to jurisdiction of Bengaluru, Karnataka.
- POLICY UPDATES
The Company reserves the right to update this Policy without prior notice
Updated policies will be effective upon publication on the Website
- ACKNOWLEDGEMENT
By placing an order on www.nexgenlab.org
, the customer confirms that:
They have read and understood this Policy
They agree to all terms stated hereinON POLICY
This Return, Refund & Cancellation Policy (“Policy”) governs purchases made on www.nexgenlab.org (the “Website”), operated by Nexgen Labs (“Company”, “we”, “us”, “our”).
By placing an order on the Website, the customer (“you”, “your”) agrees to the terms stated herein.