ORDER TRACKING

How do I know my order is confirmed?

You will receive a shipment notification via E-mail/SMS once your order is confirmed and processed, advising you on the estimated date of delivery.

What is order verification? Why is it required?

Order verification is a process done for all cash on delivery orders. It ensures authenticity of the order placed so that no inconvenience is caused to the customer.

How do I check the status of my order?

Visit the ____ page in your ____ and click on ____ to get real time status of your order.

Why have I not received my order yet?

It is possible that your order might get delayed due to unforeseen circumstances. Visit the ____ page in your account and click on ____ to get real time status of your order.

What do the different order status mean?

  • Confirmed : Order successfully placed.
  • Processing : We have received your order.
  • Shipped : Order has been dispatched from our end.
  • Delivered : Order delivered to the delivery address successfully.

Both GNX & courier websites are showing different delivery dates. How do I get to know the correct delivery date?

If your order is within the promised delivery date then we request you to wait till it is delivered. To know the current status of your order please log into your account on www.____.

Why is the tracking information missing on the courier partner’s website?

Tracking information may not be available due to technical issues.

Do I have to pay any shipping and delivery charges?

Shipping and Delivery charges are particular to a product and have been mentioned on each product page. The charges will vary depending on your location. For many products on GNX, the shipping and delivery is provided free of cost.

Which courier company will deliver my order?

We have tied up with a number of trustworthy delivery partners for smooth delivery of your orders. You will be informed about the shipping details via E-mail/SMS once your order is dispatched.

What should I do if I find my package opened or tampered with upon delivery?

Please do not accept an open or tampered package. We request you to report this concern by clicking on Return/Replace option in your ____ page within 7 days of receiving the product. We will look at it immediately and get back to you.

Why did I receive a partial order?

We are sorry you had to experience this but please check if your order contains items with different delivery time. Items with different delivery times are shipped to you separately.

How can I find out if GNX delivers to my location?

You can find out if GNX delivers to your location by using the ____ tool located on the right side of the product on all product pages.

CANCELLATION & REPLACEMENT

How do I cancel my order?

Please follow these steps if you wish to cancel your order:

    • Click on the Cancel link against your order in the ____ section in ____.
    • Once the cancellation request is created, we will ensure that the cancellation is processed on priority
    • Orders can be canceled if the request is made within one hour of order placing.

*Amount will be refunded as per our return policy for prepaid orders.

Can I cancel my order if delivery is taking too much time?

Yes. You may cancel your order from ____ in your account section, only if the order has not been shipped yet.

Why was my order cancelled by GNX?

We regret the inconvenience caused due to order cancellation. Your order may have been cancelled due to any of the following reasons:

  • If product is out of stock or is discontinued
  • Inaccuracies or errors in pricing information

We will inform you about the cancellation of your full/partial order or any additional information is required to accept your order.

If I receive a wrong product, can I get it replaced?

Please raise a replacement request or get in touch with us if you receive a wrong product. You also have the option to choose refund for the product.

I bought a product but it does not fit my size, can I get it replaced?

You can get the size exchanged within 7 days of the receipt of your order. Report your concern by filling the Contact Us form. We will get back to you and replace the product with the right size.

If I am not satisfied with quality of the product,can I get it replaced?

Report your concern by filling the Contact Us form within 7 days of receipt of your order. Once the product passes the quality check, we would initiate the refund/replacement as per your choice.

Is there any product not eligible for replacement/return?

The following items are not eligible for return/replacement:

  • Items that have been worn/washed/soiled
  • Products which were sold as combos/sets, gifts are not eligible for return/replacement as individual items

What if I choose to have my order replaced and the product is sold out?

Replacement can be initiated only if the product is in stock. Unfortunately if the product is out of stock then refund is initiated.

RETURN & REFUND

What is GNX’s Return Policy?

GNX gives you the option to replace and/or return the products bought on GNX’s website within 7 days of the receipt of the order. You can return/replace the product if you are not satisfied:

  • With the quality of the product
  • With the fitting of the product
  • Or if you receive a damaged product

All items to be returned or replaced must be unused and in their original condition with all original tags and packaging intact. Exceptions to the Return Policy: Products such as washed products, products sold as combos, gifts are not eligible for return.

How do I place a return request on GNX?

Please follow these steps if you want to return a product on GNX:

  • Login to your GNX Account and go to ____ section
  • Select the item you wish to replace and click on the Return/Replace link against the order
  • Choose return option and fill in the required details
  • Once the return request is created, we will ensure that the return is processed as soon as possible

How long will it take me to receive the refund after I cancel the order?

We take anywhere between 7-15 days to complete your refund request. The refund amount will be credited to the same account from where payment was made.

I paid cash on delivery, how would I get the refund?

The refund will be credited in the form of NEFT transfer to your bank account if you chose to pay Cash on Delivery. We would require the following details for an NEFT transfer:

  • Bank Name
  • Account Holder Name
  • Bank Account Number
  • Branch Address
  • IFSC Code

Do I have to return the free gift received along with the product while returning the product?

If the product bought on GNX.com comes with a free gift, you will have to return it along with the product you have raised return request for.

Is it possible to get an NEFT refund if I paid through Credit/Debit card or Netbanking?

We are sorry, but the refund amount will be credited to the same account from where the payment was made.

Do I need to pay the courier company to send my product back? Will I get the money back?

We will arrange for a reverse-pickup of your product once you have raised a return/replace request on www.____. The delivery charges for your return/replace will be borne by us. In case the facility of reverse-pickup is not available at your location, you will be required to ship the product to us. The shipping charges borne by you for the return/replace will be refunded back to you in the form of NEFT transfer to your bank account. For an NEFT transfer we would require the following details:

  • Bank Name
  • Account Holder Name
  • Bank Account Number
  • Branch Address
  • IFSC Code

PAYMENTS

What are the modes of payment for purchasing on GNX?

We accept the following modes of payment:

  • Debit/Credit Cards/Netbanking of all major banks
  • Cash On Delivery (COD)
  • Credit Card EMI
  • E-Gift Voucher

What is COD (Cash On Delivery)? Are there any additional charges for COD orders?

COD refers to Cash On Delivery. Make cash payment to our COD partner upon the delivery of your item. Please check the deal page before buying as not all deals/products have COD option and also enter your pincode to check the availability of COD option at your location.

How does EMI payment work on GNX?

You need to choose the EMI plan and bank for processing it if you choose to pay for an order through EMI. The Bank charges annual interest rates according to the reducing monthly balance. In the monthly reducing cycle, the principal is reduced with every EMI and the interest is calculated on the outstanding balance.

Can I pay COD (Cash On Delivery) for every product I buy on GNX?

Due to logistics concern, this option might not be available for few products.

Can I pay in installments (EMI) for my purchase?

GNX offers you the option to pay for your purchase with EMI. You can choose between the EMI plan for 3 months/6months/9 months/12 months. Before opting for EMI, please note: Order value should be more than Rs.2500 (it can be cost of 1 product or sum of multiple products).

Can I make some payment by cash and rest of the amount by EMI for a product?

Unfortunately, a customer cannot opt for 2 modes of payment in a single order.

Are there any hidden costs (sales tax, etc.)?

There are no extra charges other that the product cost and delivery charges mentioned on the product page. Your total bill amount will be displayed at the time of making the payment and before your order is placed.

My transaction failed but the money was deducted from my account. What should I do?

We regret the inconvenience caused. Please fill in our Contact Us form available with your transaction details and we will look into it immediately.

Can I use my Debit Card for availing EMI option on my purchase?

Unfortunately, we do not have the option of EMI using debit card at this point of time.

What information does GNX store when I save my card?

We store only the card number, the cardholder name and the card expiry date. We do not store the CVV number.

MY ACCOUNT, LOGIN & ALERTS

Do I have to register to shop at GNX?

No, you can login as guest and shop unlimited with GNX.

What are the benefits of creating an account on GNX?

You will have access to the following after creating an account on GNX:

  • Quickly and easily manage your orders such as View Details, Track, Cancel and Return/Replace, etc.
  • Check your E-Gift Voucher Balance
  • View all your shortlisted products
  • Recommendations – Based on your past searches, we recommend products especially suited for you

You will also be eligible to receive ongoing discounts and offers.

What should I do if I have trouble logging in?

Please follow these instructions if you have trouble logging in:

  • Check your login details. Your login username is the e-mail address you used for registration.
  • Please make sure that your web browser accepts cookies.
  • If you have forgotten your password, reset your password using the ‘Forgot your Password’ link on the ‘Sign in’ page.
  • If you are still unable to access your account, please contact Customer Care helpdesk and indicate the problem.
  • We will assign you with a new password which can be changed once you log in.

Please note that sometimes the problem might be due to system maintenance at our end. In such a case, please wait for 30 minutes and try again.

Should I be concerned about the privacy of my personal details I have shared with GNX?

The personal information collected enables us to send you the products you have ordered and to validate your identity, as well as to provide us with a way to get in touch with you if the need should arise. Rest assured, we are absolutely committed to safeguarding your personal information. We follow strict security procedures in the storage and disclosure of information which you have given us, to prevent unauthorised access. We do not pass on, trade or sell your personal information to anyone.

What should I do if I forget my password or my password does not work?

Please follow the steps mentioned below to reset your password:

  • Click on ‘____’ on the top right side of the www.____ homepage.
  • Click on the Forgot your Password link displayed on the page.
  • Enter your registered e-mail id and you will receive a link to reset your password in your mailbox.

What if I don’t want to receive any more SMS and E-mails from GNX anymore?

You can unsubscribe from our e-mails by clicking the Unsubscribe link at the bottom of the e-mail you have received from us.

Would my GNX account be deleted if I do not shop for 6 months?

No, your GNX account does not have an expiration date.

If I add few products in my wish list, will it expire after few days?

No, you can save the products you like in your wishlist for future purchase so that you do not waste time searching for them later. Although, please note that the price and availability of products remain subject to change.

SUPPORT & FEEDBACKS

How do I give a review about my purchase on GNX?

You will find a review section on every product page where you can write a review, upload videos and images of the product.

How do I get in touch with GNX’s Customer Care Support?

For any assistance or help please get in touch with our Customer Care Support at ____ between ____.

SHIPPING & DELIVERY

Can I modify my delivery address?

Changes in the delivery address are only possible before the order is dispatched from our side.

Can I open and check the contents of my package before accepting delivery?

You can open the product only once you have made the full payment to the delivery executive in case of cash on delivery orders.

Why does the dispatch time vary from product to product?

Dispatch time varies depending upon the serviceability of courier partner in that area.

How are items packaged?

All items are carefully & safely packed and sealed to ensure that they are not damaged enroute.

Are in-transit products insured?

All in-transit items are insured. In case on opening the item if you feel that the item is damaged you can initiate a Return or Replacement anytime within 7 days of receiving your order.

Do you ship internationally?

Unfortunately, we do not deliver products internationally at this point in time. However, you can place your orders to India from any part of the world.

E-GIFT VOUCHER

How do I buy or gift an e-Gift Voucher?

Now you can buy or gift an e-Gift Voucher in four easy steps. Choose the occasion and theme, enter the e-Gift Voucher amount, enter the sender and receiver details and make the final payment. As a sender you will receive an email with the purchase details. Once you have completed the payment, you will receive an email with the invoice details. While the invoice mail comes to the sender, the e-Gift Voucher mail goes to the recipient.

What are the payment options available for purchasing an e-Gift Voucher?

You can pay by using Credit Card/Debit Card issued in India.

How do I pay with an e-Gift Voucher?

  • Once you reach our payment page after selecting the product you wish to purchase, select the “e-Gift Voucher” payment option
  • Enter your 16-digit voucher number and the corresponding PIN number and click on apply

The e-Gift Voucher amount will be deducted from the payable amount. If the amount of your e-Gift Voucher doesn’t cover your order amount, you will be prompted to select an additional payment option.

Can I use promo codes when paying with an e-Gift Voucher?

Yes.

What happens if my e-Gift Voucher is debited and my order is not placed?

Funds will be deducted from your e-Gift Voucher at the time you place your order. In case of any adjustment or cancellation at a later stage, we will credit back the funds to your voucher.

Does my e-Gift Voucher expire?

All e-Gift Vouchers expire 30 days from the date of their issuance.

Is there a limit on how many e-Gift Vouchers can be used per order?

You can only use one e-Gift Voucher per order.

What Terms & Conditions apply to GNX e-Gift Vouchers?

The following terms & Conditions apply to the GNX e-Gift Vouchers:

  • The e-Gift Vouchers can be redeemed online against products listed on www.____ only.
  • e-Gift Vouchers can be redeemed by selecting the payment mode as e-Gift Voucher.
  • e-Gift Voucher cannot be used to purchase other e-Gift Voucher.
  • If the order value exceeds the e-Gift Voucher amount, the balance must be paid by any other payment option.
  • If the order value is less than the amount of the e-Gift Voucher, the outstanding balance (after deduction of order value) will reflect under the same e-Gift Voucher.
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