Cancellation & Refund Policy

Thank you for trusting at Ketogen for wellness needs. The following terms are applicable for any products that you have purchased with us.

100% money back guarantee policy

To receive a refund of your order, you must fulfill the following requirements:

1. Use the product for prescribed month as per your dietician/health consultant without any break in between (consistency is key). Break between the usage and not following the guidelines delays/slows result.
2. Submit a refund request to the email below along with your order number any time before prescribed month after your first shipment was delivered. You can contact us at email: care@ketogen.in or drop us a Whatsapp at +91 9311739930.
3. Your refund will be processed soon after the return shipment is delivered to the respective address and will be visible in your account in the next 7-8 business days.

Please note the money back guarantee won’t be applicable under the following cases:

1. You have not used the treatment consistently.
2. Any severe/underlying health conditions and high consumption of alcohol and sugary foods can delay or decrease the efficacy of the treatment was diagnosed while on treatment.
3. Eligibility will be determined after the dietitian consultation.

Cancellation

How can I cancel my order?

You can contact us at email: care@ketogen.in or drop us a Whatsapp at +91 9311739930. to cancel your order and our team will process the cancellation request. However, if the product has already been shipped you will be charged a fee of Rs. 300 for shipping, which will be deducted from your prepaid amount before refunding the entire amount.

Return/Replacement

How can I return/replace my orders?

Returns and Replacements can be requested within 3 days of delivery of the order, for the following reasons:

1. Wrong products delivered.
2. Missing products in the order.
3. Damaged products delivered

You can raise a request to return/replace your order by contacting our customer care team through the following channel (between 10 AM - 7 PM).

You can contact us at email: care@ketogen.in or drop us a Whatsapp at +91 9311739930.

We would request you to share the images of the products when you send us an email.

How are returns/replacements processed?

1. Once we receive a return/replacement request, we will send our courier partner to pick up the product. This will be arranged within 3 working days of raising the return/replacement request.
2. In case our reverse pickup is not available at your pin code, we will request you to self-ship the products through any reliable courier partner.
3. We request you to please send the product along with all accompanying material and original packaging.
4. Once we receive the products, we will quickly process the refunds/replacements. Please note that if the replacement product is unavailable, we will process a refund.

Contact us

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can help you out. We will need a photo of the damaged product after which we will initiate a replacement. You can always contact us for any replacement question at care@ketogen.in or drop us a Whatsapp at +91 9311739930. We do not take any returns.