Shipping, Refund and Return Policy
Order Status
How can I change address or phone number in the order that I have placed?
If you wish to change address or your phone number, you can connect us at support@glenmarkonline.com / call us at 011-411-69742 from 10:00AM to 7:00PM IST (Monday to Saturday) excluding Public Holidays. If your order is not shipped, our team shall make the necessary changes. You cannot change the address once the order is shipped.
How do I check the current status of my order?
You can review the status of your orders by visiting the "Order History" tab in your "My Account" page and you can instantly see the status of a specific order and all your past orders.
Once the order is shipped, the order will show as 'shipped' status. You can track in detail through the tracking details shared on your registered phone number.
Why is my order not showing?
You can track all your orders from the 'Order History' option under 'My Account'. If your most recent order is not showing after successful payment, please do not worry and contact us at support@glenmarkonline.com / call us at 011-411-69742 from 10:00AM to 7:00PM IST (Monday to Saturday) excluding Public Holidays.
What do I do in case of failed delivery?
In case of any concern with delivery of your order, you can contact us at support@glenmarkonline.com / call us at 011-411-69742 from 10:00AM to 7:00PM IST (Monday to Saturday) excluding Public Holidays.
Returns and Refunds
Return Policy
Returns will not be accepted under the following conditions:
Product is damaged
Returned without original packaging including price tags, labels, original packing, freebies and other accessories or if original packaging is damaged
Serial Number is tampered
Product is used or altered
If request is initiated after 5 days of order delivery.
Please Note: The request will be accepted only if request is initiated within 5 days post order delivery.
How do I return a product purchased on Glenmark Online?
If you wish to return a product, you can follow the process. This process can be done with few simple steps:
Step 1: Within 5 days of receiving the order, follow one of the following steps:
a. Contact our Customer Support team via email at support@glenmarkonline.com
b. Call our customer care at 011-411-69742 from 10:00AM to 7:00PM IST (Monday to Saturday) excluding Public Holidays.
Step 2: Share with us with your order ID details and your request to return/replace your order. Kindly share an image of the product and the invoice for our reference through email.
Step 3: We will pick the item from you. Once received by us and after verification, we will initiate the replacement or refund process only if the product is received by us in its original packaging with labels and barcodes intact.
Note: In case of replacement of the product, it is subject to the availability of stock. In case replacement may not be available for the product, we will refund you the amount.
Frequently Asked Questions.
I have received a damaged /defective /wrong product in my order, what should I do ?
A rigorous quality check process is followed before a product is shipped. However in the rare scenario that your product is damaged during shipment or transit, you can request for a replacement or cancellation and refund.
In case you have received a product in a damaged/defective condition or have been sent a wrong product, you can follow few simple steps to initiate your return/refund within 5 days of receiving the order:
Step 1: Within 5 days of receiving the order, follow one of the following steps:
a. Contact our Customer Support team via email at support@glenmarkonline.com
b. Call our customer care at 011-411-69742 from 10:00AM to 7:00PM IST (Monday to Saturday) excluding Public Holidays.
Step 2: Provide us your order ID details and your request to return/replace/refund the defective/wrong product in your order. Kindly share an image of the product and the invoice for our reference through an email.
Step 3: We will pick the item from you. In case of a wrong product, we will initiate the refund or replacement process only if the product is received by us in its original packaging with their, labels and barcodes intact.
Note: Returns will not be accepted under the following conditions:
Product is damaged
Returned without original packaging including price tags, labels, original packing, freebies and other accessories or if original packaging is damaged
Serial Number is tampered
Product is used or altered
If request is initiated after 5 days of order delivery.
Incase case of replacement of the product, it is subject to the availability of stock. In case replacement may not be available, we will refund you the amount.
How can I track my return status?
Once we have received your returned order, we'll take the necessary action and we'll keep you posted through email provided to us.
When will I get my return refund?
The refund of the returned item will be initiated after we receive the product(s) back and go through a quality check process for its packaging/condition. You will be notified through email regarding the same.
Can I return part of my order?
Yes. A return can be created at an item level. You can initiate a return/replacement/refund for any individual item by following the process mentioned under:-
This process can be done with few simple steps:
Step 1: Within 5 days of receiving the order, follow one of the following steps:
a. Contact our Customer Support Team via email at support@glenmarkonline.com Or
b. Call our Customer Support Team at 011-411-69742 from 10:00AM to 7:00PM IST (Monday to Saturday) excluding Public Holidays.
Step 2: Provide us with your order ID details and your request to return/replace/refund your order. Kindly share an image of the product and the invoice for our reference through email.
Step 3: We will pick the product from you. We will initiate the refund or replacement process only if the product is received by us in its original packaging with their labels and barcodes intact.
Please Note: Returns will not be accepted under the following conditions:
Product is damaged due to misuse/overuse
Returned without original packaging including price tags, labels, original packing, freebies and other accessories or if original packaging is damaged
Serial Number is tampered
Product is used or altered
If request is initiated after 5 days of order delivery.
Incase case of replacement of the product, it is subject to the availability of stock. In case replacement may not be available, we will refund you the amount.
How will I get refunded for the returned orders and how long will this process take?
Prepaid orders – The amount shall be credited to your bank account through which the payment was done. It may take 7-10 business days for the amount to reflect in your account.
Cash on Delivery – The amount will be transferred to the bank account as provided and as per details shared with us.
Refund will be initiated once the request is processed and in case you're still contacted for delivery, please refuse the delivery.
Are there any cancellation charges?
No, there are no separate cancellation charges
How do I cancel an order? (before it has been shipped)
If the order or the product that you want to cancel have not been shipped yet, you can cancel the order by informing our team through an email at support@glenmarkonline.com or call us at 011-411-69742 from 10:00AM to 7:00PM IST (Monday to Saturday) excluding Public Holidays.
In such case, the order will be cancelled and will initiate the refund within 48 business hours post the cancellation request.
Note: Returns will not be accepted under the following conditions: -(i) Product is damaged due to misuse/overuse – (ii) Returned without original packaging including, price tags, labels, original packing, freebies and other accessories or if original packaging is damaged –(iii)Serial Number is tampered –(iv) Product is used or altered – (v) If request is initiated after 5 days of order delivery.
How do I cancel an order? (once it has been shipped)
Follow the below mentioned steps if you wish to cancel an order that has been shipped but has not yet been delivered.
-Please do not accept the delivery of the order
-We will refund your money within 48 business hours after we receive the product back and verify its packaging/condition,
-An update will be communicated to you via email provided to us.
What if I used coupon codes or gift card or reward points for payment and I have to cancel my order?
Coupon codes are intended for one-time use only and shall be treated as used even if you cancel the order.
Order Placement
How do register myself on www.glenmarkonline.com?
All you need to do is feed in with your name, email address, address for shipment and a password of your choice. Once you do that, your account will get registered on our website.
What are the benefits of signing up?
Signing up for a www.Glenmarkonline.com account will give you substantial benefits and give you a superior experience while shopping. You can:
Track all past and present orders at any time in one place
Receive notifications on any promotion or offer that become live
Rate and review products on the website
Do I have to have an account to place an order at www.Glenmarkonline.com?
Yes, you need to create an account to place an order.
How do I place a Glenmarkonline.com order?
You can place your order in a few simple steps –
Step 1: Click the 'Add to Cart' button on the product(s) you wish to purchase and they will be added to your shopping bag
Step 2: Log in to www.glenmarkonline.com account through your email id and phone number, if already registered. Or else, you can also create your account. When you sign up on www.Glenmarkonline.com account, you can enter all your details including your address and phone number on to your account page
Can I edit my order after confirmation?
Yes, you can connect with us at support@glenmarkonline.com or call us
at 011-411-69742 from 10:00AM to 7:00PM IST (Monday to Saturday) excluding Public Holidays. If your order is not shipped, our team shall make the necessary changes. However, no changes would be possible to make if the order is already shipped!
Can I buy multiple products in a single order?
Yes, just add all the products you wish to buy on to your shopping bag and then click on the “checkout” button.
How do I know that my order is confirmed?
Once your order is confirmed, you will see a confirmation page displaying the following
Unique Order ID
Listing of the item(s) you have ordered
Shipping address.
In addition, you will receive an email confirming your order details. You will also be notified when we dispatch the product(s) from the warehouse with the respective tracking details.
Can I ship the product to an address that is different from my billing address?
Yes, you can do so by filling in your address as the "billing address" and the address you wish to ship your order to, as the "Shipping Address"
Can I leave items in my shopping bag for future purchase?
Yes, you can leave items in your shopping bag, however the price and availability of these products will be reflected on a real time basis. Hence, there is a possibility that the product may get sold out or the offer on the product may expire from the time you added it to your shopping bag.
Can I order a product that is “Out of Stock”?
Unfortunately, products listed as “Out of Stock” are not available for sale. However, we can notify you as soon as the product is back in stock. Kindly follow the below steps:
Simply click on the product
Once you are on the product page, you will immediately see an option to notify you when the product is back in stock. All you have to do is provide your registered email address
This can only be done if you have an account on www.Glenmarkonline.com and are signed in.
Shipping and Delivery Policies
How does the delivery process work?
Once our system processes your order, your product is inspected thoroughly to ensure they are in a perfect condition. Once they pass through the final round of quality check, they are packed and handed over to our delivery partner.
Our delivery partner then brings the package to you at the earliest. In case, they are unable to reach out to your given address or at a suitable time, they will contact you to resolve the issue.
What is the range of locations to which www.Glenmarkonline.com ships their products?
www.Glenmarkonline.com ships throughout the territory of India,
My order has been shipped. Now how can I track it?
Once your order has been dispatched, you will receive an email with the tracking details such as:
Tracking number
The courier company that is processing your order.
What is the estimated delivery time?
We dispatch most orders within 2-5 business days (i.e. excluding Sundays and public holidays).
Are there any shipping charges applicable on my order?
Shipping charges may be applicable subject to order value and location of fulfillment. These charges are subject to revision by the Re-Seller.
Usually, we try to attempt to process all of our orders and ship it within a timeframe of 48 hours. Your order should get delivered to you within 3-7 business days depending on your location in India.
Delivery may take longer in case of any unforeseen situations like festivals and public holidays, delays on behalf of courier partners, political disruptions, and other circumstances that might not be in our control.
Our courier partners usually make 2-3 attempts to deliver the orders. Delivery might take longer in such situations. We would request you to provide us with your mobile number in the delivery address as that would help us deliver your orders faster.
I am facing an issue where i cannot buy the products on your website from my pin code area?
Unfortunately, the delivery of our products depend on the network in which the courier partner delivers and there may be certain areas that we cannot deliver in.
What if my payment goes through and you do not provide your services in my city or pin code?
We usually try our best to get products delivered to non-serviceable locations by tying up with local courier companies. If we are unable to do so, we will refund the full amount back to you after informing you on the same.
Authenticity and Genuineness
How can I be sure that I am buying genuine Glenmark products from your website www.glenmarkonline.com?
We have an exclusive Re-Seller who purchases products from Glenmark’s authorised Distributors with selling rights only on www.GlenmarkOnline.com.
Do the storage systems ensure that the quality of the products is intact?
100% of our inventory is kept in the warehouse.
What about warranty and benefit claims of the Product?
The product warranty and benefits claimed for the product as per the manufacturer / brand remain fully valid
My Account
How can I make a www.Glenmarkonline.com account?
Just click on "Account" icon on the top-right hand corner of the page and click "create an account". Fill in your Name, Email ID & Address.
How can I save my address on www.Glenmarkonline.com?
You have an option of default address, which you can select while placing an order and it will be recorded for future purposes. This way you do not have to keep filling in your details for every new order.
What if I have forgotten my account password?
When signing in you can click on the forgotten password link below the sign up area. You will be redirected to a new page where you will be instructed to fill in your registered email address. You will receive an email with a link to reset password.
How will my personal information be used?
Please refer our Privacy Policy for the way we deal with and handle your personal information
General
How do I pay for a purchase on www.glenmarkonline.com ?
www.Glenmarkonline.com offers you multiple ways to pay securely. These include:
- Debit and Credit Cards
- Net banking
- Wallets
- UPI
- Cash on Delivery
How safe is it to use your debit/credit card or make an online payment on www.Glenmarkonline.com?
We use the 3D Secure payment gateway for card payments and the RAZORPAY payment gateway for Online transactions. These are industry-standard secure payment methods so that we can ensure that all your online transactions at Glenmarkonline.com are processed in an extremely secure environment.
What if I use coupon codes or gift cards or reward points and I have to cancel the order?
Coupon codes are meant for one-time use only and shall be considered as utilized in case you cancel the order. To help assist payments you can use the payment services available on our website www.Glenmarkonline.com.
While availing any of the payment methods available on our website, Glenmark will not be responsible or undertake any liability, whatsoever in respect of any loss or damage whether directly or indirectly to you because of: Lack of authorization for any transactions, or payment issues arising out of the transaction, or transaction failure for any other reasons.
Are there any costs that are not showcased? (sales tax, Octroi etc. GST)?
We do not charge any extra taxes, hidden costs or additional shipping. Our prices are inclusive of all costs.
