Refund Policy

Shipping, Returns & Refund Policy

Last updated: July 12, 2026

Thank you for shopping with Gens Essentials. We want you to feel confident when ordering from us. This policy explains our delivery process, order changes, damaged-item protection and 14-day satisfaction guarantee.

Shipping Across Pakistan

Gens Essentials currently delivers throughout Pakistan.

Delivery Charges

We offer free standard delivery across Pakistan with no minimum order value.

Customers will not be charged an additional standard shipping fee at checkout.

Additional charges may apply only when a customer requests a special or expedited delivery service that is not part of our standard delivery method. Any such charge will be communicated and approved before the order is dispatched.

Cash on Delivery

Cash on Delivery is available for eligible orders across Pakistan.

Please provide an active phone number and complete delivery address when placing your order. Our team or delivery partner may contact you to confirm your order before dispatch.

Order Processing

Orders are normally processed within 1–2 business days after confirmation.

Orders placed on weekends or public holidays will be processed on the next business day.

Processing times may be longer during sales, product launches, holidays or periods of unusually high order volume.

Estimated Delivery Time

After dispatch, orders generally arrive within:

Major cities: 3–5 business days
Remote or rural locations: 5–7 business days

These are estimated delivery times rather than guaranteed arrival dates. Weather, public holidays, courier delays, security restrictions and other circumstances outside our control may affect delivery.

Order Tracking

When tracking information is available, it may be sent by SMS, WhatsApp or email.

Customers may also contact our support team with their order number to request an order update.

Correct Address and Contact Information

Customers are responsible for providing:

Their complete name
An active telephone number
A complete delivery address
The correct city and postal information
Any nearby landmark required for delivery

Gens Essentials is not responsible for delays caused by incomplete or incorrect customer information.

Contact us as soon as possible when an address or phone number needs to be changed. We cannot guarantee that changes can be made after an order has been dispatched.

Failed Delivery Attempts

Our courier partner may contact you before attempting delivery.

When an order cannot be delivered because the customer is unavailable, does not answer the courier’s calls, refuses the parcel or provides incorrect information, the parcel may be returned to us.

Customers requesting the same order again may be asked to pay a delivery or advance-confirmation charge before redispatch.

Repeated refusal of confirmed Cash on Delivery orders may result in Cash on Delivery being unavailable for future purchases.

Order Cancellation

An order may be cancelled before it has been dispatched.

To request cancellation, contact our support team immediately and provide your order number.

Once an order has been handed to the courier, we may be unable to cancel it. Customers should not refuse a dispatched parcel without first contacting Gens Essentials.

14-Day Satisfaction Guarantee

We want you to feel comfortable trying Gens Essentials products.

You may request a return under our 14-Day Satisfaction Guarantee within 14 calendar days of the date your order is marked as delivered.

The guarantee applies when you have tried the product as directed but are genuinely dissatisfied with your purchase.

Eligibility for the Satisfaction Guarantee

To qualify:

You must contact us within 14 calendar days of delivery.
You must provide your order number and the name used to place the order.
The product must have been purchased directly from the official Gens Essentials website.
At least 50% of the product must remain in its original container.
The original bottle or container must be returned when requested.
The product must not have been deliberately damaged, transferred to another container or used excessively.
The claim must relate to the customer who originally purchased and personally used the product.

For orders containing multiple units of the same product, the satisfaction guarantee applies to one opened unit only. Any additional units being returned must remain unused, sealed and in their original condition.

How to Request a Satisfaction Return

Your order number
Your full name
The product you wish to return
A brief explanation of why you are dissatisfied
A clear photograph of the product and remaining quantity

Our team will review the request and provide return instructions when it is approved.

Please do not send a product back without first receiving return authorization from Gens Essentials. Unauthorized returns may not be accepted or refunded.

Satisfaction-Return Shipping Costs

For a satisfaction return where the product is not damaged, defective or incorrect, the customer is responsible for the cost of sending the product back to us.

Original express-delivery or special-delivery charges, when applicable, are non-refundable.

Free standard delivery provided with the original purchase does not create a separate shipping refund.

Damaged, Leaking, Defective or Incorrect Orders

Please inspect your parcel when it arrives.

When you receive a product that is:

Damaged during delivery
Leaking
Defective
Missing from the parcel
Different from what you ordered

Please provide:

Your order number
Clear photographs of the parcel and product
A complete unboxing video showing the unopened parcel, shipping label, package opening and issue

The unboxing video helps us verify courier damage, missing items and packing errors.

Once the issue is verified, Gens Essentials may offer an appropriate:

Replacement
Store credit
Partial refund
Full refund

Gens Essentials will cover reasonable return or replacement delivery costs when we confirm that the product was damaged, defective or incorrectly supplied.

Products Damaged After Delivery

We cannot accept responsibility for products damaged because of:

Improper storage
Exposure to excessive heat, moisture or direct sunlight
Accidental breakage after delivery
Failure to follow the usage or storage instructions
Alteration, contamination or transfer into another container

Skin Sensitivity and Patch Testing

Skincare results and individual sensitivity may vary.

We recommend performing a patch test before applying a new product to the entire face. Stop using the product if significant irritation occurs.

A sensitivity reaction will be reviewed under the 14-Day Satisfaction Guarantee when the eligibility requirements in this policy are met.

This guarantee does not cover medical expenses, treatment costs or claims unrelated to the purchase price of the product.

Change-of-Mind Returns for Unopened Products

Unopened and unused products may also be returned within 14 calendar days of delivery when:

The safety seal remains intact
The packaging is undamaged
The product has not been opened or tested
The product is in resalable condition

Customers are responsible for return shipping costs for change-of-mind returns.

Items That Cannot Be Returned

We may refuse a return when:

The return request is made more than 14 days after delivery
More than 50% of an opened product has been used
The product was not purchased from our official website
The product has been transferred, altered or intentionally damaged
The returned product does not match the original order
Required order information or proof cannot be provided
Multiple opened units of the same product are returned
The customer sends the product without authorization
There is evidence of fraudulent, excessive or repeated misuse of the guarantee

Products marked as final sale, free promotional gifts or complimentary samples are not eligible for cash refunds unless they arrive damaged or incorrect.

Refund Approval and Processing

Returned products may be inspected before a refund is approved.

Once approved, refunds are generally processed within 7–10 business days.

Depending on the original payment method, the refund may be issued through:

The original online payment method
Bank transfer
Easypaisa
JazzCash
Another mutually agreed payment method

Customers must provide accurate refund information. Gens Essentials is not responsible for delays caused by incorrect account or mobile-wallet details.

Courier processing, banking systems and payment providers may require additional time before the refunded amount appears.

Refund Amount

Approved refunds are limited to the amount paid for the eligible returned product.

The following are generally non-refundable:

Special or expedited delivery fees
Return-courier charges for satisfaction or change-of-mind returns
Discounts, vouchers or promotional credits with no cash value
Products that were not returned when a return was required

When only one product from a discounted bundle is returned, the refund may be recalculated based on the regular price of the products the customer keeps.

Exchanges

Approved exchanges are subject to stock availability.

When the requested replacement product is unavailable, we may offer:

An alternative product
Store credit
A refund for the eligible amount

Fair-Use Protection

Our guarantee exists to let genuine customers try Gens Essentials products with greater confidence.

We reserve the right to reject claims involving suspected fraud, repeated guarantee misuse, altered products, false delivery claims or excessive returns.

This does not affect valid claims involving products that were damaged, defective, missing or supplied incorrectly.

Contacting Us

For shipping, return or refund assistance, contact Gens Essentials using the email address, WhatsApp number or contact form displayed on our official Contact Us page.

Please include your order number in all messages so our team can assist you efficiently.