Refunds and Returns Policy

Last Updated: 01 July 2024

At InGen, we are committed to ensuring customer satisfaction. Our Refunds and Returns Policy is designed to be fair and compliant with Australian Consumer Law. Please read the following policy carefully.

1. Australian Consumer Law Rights

Under Australian Consumer Law, you are entitled to a refund, repair, or replacement if the product you purchase:

  • Has a problem that would have stopped someone from buying it if they had known about it.
  • Is significantly different from the description, sample, or what was ordered.
  • Is not fit for its intended purpose.
  • Is unsafe.

Please note that we are not required to provide a refund or replacement if you simply change your mind.

2. Return and Refund Conditions

To be eligible for a return, please ensure the following:

  • The item must be unused, in the same condition that you received it, and in its original packaging.
  • A valid proof of purchase (such as a receipt or order confirmation) must be provided.

The return must be initiated within 30 days of receiving the item.

3. How to Initiate a Return

To initiate a return, please follow these steps:

  • Contact our Customer Service team at [email protected] to request a return authorization.
  • Provide your order number, details of the product, and the reason for the return.
  • Our team will review your request and, if approved, provide instructions on how to return the item.

4. Shipping Costs

Return Shipping Costs

If the return is due to a product defect or an error on our part, InGen will cover the cost of return shipping.

In other cases, the customer is responsible for return shipping costs.

Shipping Costs for Non-Refundable Items

Shipping costs are non-refundable unless the item is returned due to a defect or error.

5. Processing Your Refund

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7-10 business days.

Please note that it may take additional time for your bank or credit card company to process and post the refund.

6. Exchanges

We only replace items if they are defective or damaged.

If you need to exchange an item for the same product, please contact our Customer Service team at [email protected].

7. Non-Returnable Items

Certain items are exempt from being returned, including gift cards, downloadable software products, and items on sale.

Any item not in its original condition is damaged, or missing parts for reasons not due to our error will not be eligible for a refund or exchange.

8. Warranties

Products sold by InGen may be covered by a manufacturer’s warranty. Please refer to the product documentation or contact us for more information.

9. Contact Us

If you have any questions about our Refunds and Returns Policy, please contact us at: [email protected].