1. Cancellation Policy
1.1 Order Cancellation by Customer
You may request to cancel your order directly from your account dashboard, provided the order has not been shipped or delivered.
Eligibility for Cancellation:
- Orders with status "Not Shipped" can be cancelled
- Orders that have been "Shipped" or "Delivered" cannot be cancelled
- You can only cancel orders that belong to your account
How to Cancel:
- Log in to your account
- Go to "My Orders" section
- Click on the order you wish to cancel
- Click the "Cancel Order" button (only visible for eligible orders)
- Your cancellation request will be submitted for review
What Happens After Cancellation Request:
- Your order status will change to "Cancellation Request Pending"
- Our admin team will review your request
- You will receive email notifications about the status of your cancellation request
- If approved, refund will be processed automatically (see Refund Policy below)
Important: Cancellation requests are only accepted if the order status is "Not Shipped" and the order is not in the process of being prepared for shipment. Once an order is shipped, in the shipment process, or delivered, it cannot be cancelled.
1.2 Cancellation Request Review
All cancellation requests are subject to review by our support team. Your request will be reviewed based on:
- Order status (must be "Not Shipped")
- Whether the order is in the process of being prepared for shipment
- Product availability and inventory status
- Compliance with our terms and conditions
Request Approval: If your cancellation request is approved, your order will be cancelled and refund will be processed automatically (see Refund Policy below).
Request Rejection: Our support team reserves the right to reject cancellation requests if the order is already in the shipment process or cannot be stopped. If your cancellation request is rejected, the order will revert to "Not Shipped" status and proceed with normal shipping and delivery. You will be notified via email about the rejection.
1.3 Order Cancellation by Us
We reserve the right to cancel your order in the following circumstances:
- Product is out of stock or unavailable
- Pricing errors or incorrect product information
- Suspected fraudulent activity
- Payment authorization failure
- Violation of our terms and conditions
If we cancel your order, we will notify you via email and provide a full refund within 5-7 business days.
2. Refund Policy
2.1 Refund Eligibility
Refunds will be issued only in the following cases:
- Approved order cancellation: When your cancellation request is approved by our support team and the order status is "Not Shipped"
- Order cancellation by us: If we cancel your order due to unavailability or other reasons
Important: Refunds are only available for orders that have not been shipped. Once an order is shipped or in the process of being shipped, cancellation and refund requests cannot be processed.
2.2 Automatic Refund Processing
For Online Payments (Razorpay - Credit Card, Debit Card, UPI, Net Banking, Wallet, etc.):
- When your cancellation request is approved, refund is processed automatically through Razorpay
- The full order amount (including taxes) will be refunded to your original payment method
- Refund processing takes 3-5 working days
- Amount will be credited to your bank account within 5-7 working days after the refund has been processed
- You will receive an email confirmation with refund details
- The refund will appear in the same account/method you used for payment
- Note: The refund processing and credit timeline may be delayed more than 10 days depending on your bank's processing time and other factors
For Cash on Delivery (COD) Orders:
- If your COD order is cancelled before delivery, no payment is required
- If payment was already collected and order is cancelled, refund will be processed via bank transfer
- You will need to provide bank account details for refund processing
- Refund processing takes 3-5 working days
- Amount will be credited to your bank account within 5-7 working days after the refund has been processed
- Note: The refund processing and credit timeline may be delayed more than 10 days depending on your bank's processing time and other factors
2.3 Refund Processing Timeline
Once your cancellation is approved:
- Refund Processing: Takes 3-5 working days
- Amount Credit: The refund amount will be credited to your bank account within 5-7 working days after the refund has been processed
Important Note: The refund processing and credit timeline may be delayed more than 10 days depending on your bank's processing time and other factors. Please allow sufficient time for the refund to reflect in your account. If you haven't received your refund after 10 working days, please contact us with your order number and refund details.
2.4 Refund Amount
For approved cancellations:
- Full order amount (including product price, GST, and taxes) will be refunded
- Shipping charges are non-refundable unless the cancellation is due to our error
- Refund amount equals the amount you paid for the order
2.5 Refund Status
You can track your refund status:
- Check your order details page - refund status will be updated there
- Payment status will change to "Refunded" once refund is processed
- You will receive email notifications at each stage of the refund process
- Refund ID will be provided in the order details for reference
3. Cancellation Request Review Process
3.1 Request Review
All cancellation requests are subject to review by our support team. Your request will be reviewed based on:
- Order status (must be "Not Shipped")
- Whether the order is in the process of being prepared for shipment
- Product availability and inventory status
- Compliance with our terms and conditions
3.2 Request Approval
If your cancellation request is approved:
- You will receive an email confirmation
- Your order status will change to "Cancelled"
- Refund will be processed automatically (see Refund Policy above)
- Payment status will be updated to "Refunded"
3.3 Request Rejection
Our support team reserves the right to reject cancellation requests in the following cases:
- Order is already in the process of being shipped
- Order has been shipped or is out for delivery
- Order has been delivered
- Order is being prepared for shipment and cannot be stopped
If your cancellation request is rejected:
- You will receive an email notification with the reason for rejection
- Your order status will revert to "Not Shipped"
- Your order will proceed with normal shipping and delivery
Note: Once an order is shipped or in the shipment process, it cannot be cancelled. Please ensure you submit your cancellation request before the order is prepared for shipment.
4. Late or Missing Refunds
If you haven't received your refund after approval:
- Check your bank account or payment method statement (allow 5-7 business days)
- Check your order details page for refund status and refund ID
- Contact your bank or payment provider (processing may take additional time)
- Contact us at corporatenutritions@gmpsoftwareindia.com if more than 10 business days have passed since approval
Important: Please include your order number and refund ID (if available) when contacting us about refund issues.
5. Contact Us
For questions about returns, refunds, or cancellations, please contact us:
Email: corporatenutritions@gmpsoftwareindia.com
Phone: 076110 00550
Business Hours: Monday - Friday, 9:00 AM - 6:00 PM IST
Address: Aurenyx Pharmatech Pvt. Ltd.,
Vascon Garnet Bay, 302, near Four Point by Shereton Hotel,
behind Chandhare Complex, Vascon Garnet By, Viman Nagar,
Pune, Maharashtra 411014
Important: Please include your order number in all communications for faster processing. You can find your order number in the "My Orders" section of your account dashboard.
