Refund, Return & Cancellation Policy

Policy revision prepared: 15 October 2026 · Effective upon publication

General principles

Gensouk facilitates hyperlocal purchases from independent retailers and restaurants. Requests are assessed by order status, product condition, seller disclosures and applicable Indian consumer law. No reporting window or seller policy removes statutory remedies.

Shopping cancellation

A customer may cancel without a cancellation penalty before seller acceptance. A full eligible cancellation before acceptance or dispatch includes the item amount, platform fee, delivery fee and applicable taxes. After dispatch, disclosed lawful restrictions may apply. Seller-initiated cancellation or seller failure causing cancellation of the entire order entitles the customer to a full applicable refund, including platform and delivery fees.

Prompt reporting of shopping issues

For visible problems, please report fresh produce, milk, bread and other perishables preferably within 2 hours of delivery; packaged groceries and FMCG within 24 hours; and visible clothing or footwear defects or delivery errors within 48 hours. For books, stationery, electronics and other goods, report as soon as reasonably possible. These are preferred reporting windows, not strict cutoffs for hidden defects, warranty claims or statutory remedies.

Voluntary clothing and footwear returns

Change-of-mind returns are offered only when the individual retailer explicitly provides them. Any voluntary return period, condition and return pickup charges must be disclosed by that retailer before purchase. Where no voluntary return is offered, statutory rights concerning defective, damaged, incorrect or misdescribed goods remain unaffected.

Restaurant cancellation and complaints

Customers may cancel without penalty before the restaurant accepts an order. After preparation begins, reasonable disclosed cancellation restrictions may apply, subject to law. Report missing, incorrect, spoiled, unsafe or otherwise deficient food promptly, preferably within 2 hours. Appropriate remedies may include replacement, partial refund or full refund where warranted; this reporting preference does not extinguish legal rights.

Return pickup and delivery failures

Where a seller is legally responsible for a defective, damaged, incorrect or misdescribed item, the customer will not bear necessary return pickup costs. For a voluntary return, the seller’s disclosed conditions govern pickup charges. For an undelivered or materially deficient delivery, contact support with the order reference; refunds including applicable fees will be provided where due.

Fees, taxes and partial refunds

Full cancellations before acceptance or dispatch and seller-initiated cancellations are refunded in full, including platform and delivery fees and applicable taxes. Gensouk does not retain its platform fee when seller failure causes cancellation of the entire order. Partial refunds include appropriate item amounts and fee/tax adjustments where required by law. Customer-initiated cancellations after preparation or dispatch may be subject to lawful, previously disclosed conditions.

Refund method and processing

We acknowledge complaints within 48 hours, target initial review within 2 business days, and target initiation of approved refunds within 2 business days of approval. Prepaid refunds ordinarily return to the original payment method; bank, UPI and payment-provider credit times vary. COD refunds may use a verified bank account or another lawful method agreed with the customer. Wallet credits are not imposed instead of refunds legally owed. Stricter statutory or payment-system deadlines prevail.

Approval, failed payments and grievances

Refunds require verification and approval by authorised Gensouk personnel, without arbitrary denial or delay of legal entitlements. Reasonable supporting evidence may be requested. Verified duplicate or excess payments will be corrected. Contact gensoukofficial@gmail.com or +91 90415 90072. Grievance Officer: Harish Pathela. Complaints are acknowledged within 48 hours and redressed within one month in accordance with applicable e-commerce rules.