Overview

A. Cancellation and Return Policy

1. Cancellation before shipment (Only valid on orders placed & delivery in India):

     If the order of the item(s) that you want to cancel has not been shipped yet, you can raise your cancellation request via

     Email or Call
     Send an email to our customer support team at Curigen Pharmaceuticals to cancel your order along with your order ID details. Or call us on 9081262800  (Monday To Saturday, 10 AM to 5 PM). Excluding Sundays, Bank Holidays & Public Holidays

2. How will I get refunded for the cancelled orders and how long will this process take?

In case of cancellation before shipment, we initiate the refund within 24-48 business hours after receiving the cancellation request.

In case of cancellation once the shipment has already been dispatched or if it is being returned, we process the refund once the products have been received and verified at our warehouse.

• For payments done through credit/debit cards or net banking, the refund will be initiated to the same account from which the payment was made within 24-48 business hours of us receiving the products back. It may take 5 business days for the amount to reflect in your account.
• COD refunds are not applicable for cancellations. Pre-dispatch orders do not involve cash transactions, and post-dispatch cancellations will be refunded to the source account.  It will take an additional 5 business days for the amount to reflect in your account.
• We do not offer wallet refunds for cancellations

3. What if I used discount vouchers or loyalty points during time of payment and I have to cancel my order?

Discount vouchers are intended for one-time use only and shall be treated as used even if you cancel the order.
If you had redeemed loyalty points for an order, the same will be credited back to your account in the case of a cancellation.

B. Returns, Replacements and Refunds

1. How do I return an item purchased from Merena ?

Indian Orders:

Curigen offers its customers an ’Easy return policy’, wherein you can raise a return/exchange request of a product within 4 days of its delivery. We also accept partial returns wherein you can raise a return request for one or all products in your order.

• 1. Via Email
     Share an email to our Customer support team at officialmerena@gmail.com within 4 business days of receiving the order.
  2. Once your request is received, based on the outcome of the return raised, we will pick the item from you. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and bar-codes intact.

Note: If it is a case of replacement, it is subject to the availability of stock. In cases when a replacement may not be available, we will refund you the full amount.

2.Which are the items that cannot be returned/exchanged?

     Returns will not be accepted under the following conditions:

• Product is damaged due to misuse/overuse
• Returned without original packaging including, price tags, labels, original packing, freebies and other accessories or if original packaging is damaged
• Serial Number is tampered with.
• Defective products that are not covered under Seller/Manufacturer’s warranty
• Product is used or altered
• If request is initiated after 4 business days of order delivery
• Free product provided by brand

3. Categories not eligible for Return:

• Customized products (e.g., lipsticks, compacts, mascaras, etc.) cannot be returned as they are made to order and available only during select promotions.
• Personal care products appliances cannot be returned due to hygiene issues.

Please note: For certain marketing campaigns or mega sale periods, special return/exchange/refund rules may apply. Information regarding this is visible on the promotion banner. For any clarification, please feel free to contact our customer care.

4. I have received a damaged or defective item/wrong product in my order, how should I proceed?

Our shipments go through rigorous quality check processes before they leave our warehouse. However in the rare case that your product is damaged during shipment or transit, you can request for a replacement or cancellation and refund.

If you have received an item in a damaged/defective condition or have been sent a wrong product, you can follow a few simple steps to initiate your return/refund within 4 business days of receiving the order.

• Customer Support Email Instructions:Send an email to our customer support team at officialmerena@gmail.com within 15 business days of receiving the order.
• Return Request Time Limit:
•  
• Return raised, we will pick the item from you. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and bar-codes intact.

Note: If it is a case of replacement, it is subject to the availability of stock. In cases when a replacement may not be available, we will refund you the full amount.

5. Do I have to return the free gift when I return a product?

Yes. The free gift is included as a part of the item order and needs to be returned along with the originally delivered product.

6. Can I return part of my order?

Yes. A return can be created at item level and if you have ordered multiple items, you can initiate a return/replacement/refund for any individual item. However, any product being returned needs to be returned in full including all components as well as any complimentary gifts or products which came along with it.

7. How will I get refunded for the returned orders and how long will this process take?

    In case of a return/replacement/refund, we process the refund once the products have been received and verified at our warehouse.

• For payments done through credit/debit cards or net banking, the refund will be initiated to the same account from which the payment was made within 24-48 business hours of us receiving the products back. It may take 5 business days for the amount to reflect in your account.
• For cash on delivery transactions, we will initiate a bank transfer against the refund amount against the billing details shared by you. This process will be completed within 24-48 business hours of us receiving the products back. It will take 5 business days for the amount to reflect in your account.

This policy is issued by CURIGEN PHARMACEUTICALS LLP, the legal owner and operator of Merena.in