NexGen Labs – Return & Refund Policy
NexGen Labs follows a transparent Return & Refund policy to ensure customer satisfaction.
Returns/Refunds are applicable in the following scenarios:
Wrong Item Sent – If the product received is different from what was ordered, or if there is a difference in technical specifications, NexGen Labs offers a full replacement or refund after verification as requested by the customer. However, the issue must be reported within 24 hours of receiving the product with supporting images and videos. For medical devices, tubes, kits, and accessories, the color may vary due to manufacturing upgrades.
If replacement is approved, replaced order will be delivered within 7-10 business days. If refund is approved, the refund will be credited to the original payment account within 7-10 business days.
Item Damage – In case of damage during transit, NexGen Labs offers a full (no-questions-asked) replacement or refund as requested by the customer. The damage must be reported within 72 hours of receiving the product with supporting images and videos.
If replacement is approved, replaced order will be delivered within 7-10 business days.If refund is approved, the refund will be credited to the original payment account within 7-10 business days.
Defective/Incomplete Product Received – If the product is defective or incomplete, NexGen Labs provides full refunds, replacements, or missing parts/spare parts (if applicable), as per the customer’s request. The issue must be reported within 72 hours of receiving the product with supporting images and videos.
If replacement is approved, replaced order will be delivered within 7-10 business days.If refund is approved, the refund will be credited to the original payment account within 7-10 business days.
Note: Customers must provide an unboxing video of the product as proof when raising a concern with our support team.
Cancellation Policy
- NexGen Labs offers a full refund if the cancellation request is made before the product is dispatched.
- For heavy shipments (above 10 kg), cancellation requests must be made within 2 hours of placing the order.
- If the cancellation request is made after dispatch, a courier fee will be deducted for heavy shipments (above 10 kg).
- If the assured delivery date has been missed, NexGen Labs offers a full (no-questions-asked) refund.
- For cancelled orders, the refund will be credited to original payment account in 7-10 business days.
NexGen Labs support team is available at support@nexgenlabs.org.
Refund Process
- Prepaid Orders: Refunds will be processed through a payment gateway or an online banking/electronic funds transfer system approved by the Reserve Bank of India (RBI). The amount will reflect in the same account used for payment.
- EMI Transactions: Interest already billed in a particular transaction is non-refundable. While NexGen Labs does not charge a processing fee for EMI options, the interest charged by the bank is non-refundable.
- Cash on Delivery (COD) Orders: Refunds will be initiated via NEFT bank transfer. Customers must provide the following details:
- Bank Name:
- Account Number:
- Account Holder’s Name:
- IFSC Code:
The refund will be credited to original payment account in 7-10 business days.