Refunds and Returns Policy

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Eligibility

 

We provide an exchange or refund policy for our products if customers get in touch within 24 hours of receiving their delivery.

You may raise a return/ replacement request for any of the following reasons.

1. Product is physically damaged in transit. (Ideally, you should not accept the package if you receive a damaged consignment as evident from the packaging)

2. Product has manufacturing defect and is not working properly (in case of equipment/instrument)

3. Some part/accessory of the product that should be included is missing

4. Received wrong product

 

Process

1. To take advantage of our refund and return policies, please initiate the refund/exchange request through the return order page on our website. It's essential to provide valid reasons and include photos to support your request.

2. If any further clarification is needed, Medcare executive will reach out to you, before approving the return request.

3. Operations team will initiate return collection within 3 working days of request initiation.

4. After receiving the returned product, our Quality Assurance/Quality Control team will assess and authorize the return. Once the QA/QC approval is obtained, we will commence the replacement process. The Service Level Agreement (SLA) for the approval of returns leading to the initiation of replacements is set at 7 business days.

 

Terms and Conditions

1. You should initiate request within 24 hours of receiving the product(s).

2. Medcare Surgical reserves the right to refuse a replacement request at its discretion if it deems the request to be non-genuine

3. Returned product would be checked and approved by our quality assurance/quality control team for below compliance:

    i. It should be complete – no missing parts or accessories

    ii. It should be unused

    iii. It should be undamaged

 

Order cancellation policy

1. You are eligible for order cancellation and refunds if

    i. Order is cancelled within 24 hours and the order has not been shipped within 3 working days.

    ii. The delivery is delayed by more than 21 days from date of order placement. (Not applicable for made to order items, heavy equipment)

    iii. The above cancellation policy does not apply for items that are specially procured for you. We may however consider your request for such cancellation at our discretion.

 

Refund policy

1. Refund will be initiated on confirmation of cancellation by our team, and you will receive an email notification on the same.

2. MODES OF REFUND :

    i. Your relationship manager will reach out to you to know your refund preference.

    ii. The refund to the esewa or any bank account through the payment gateway will be reimbursed to you within 7 days from the date of receiving the returned items or cancellation.

 

Terms and conditions for COD orders

1. Delivery person will reach out to you on registered mobile number only.

2. Delivery person will make 3 attempts of delivery. Failing to deliver in 3 attempts will lead to return of the shipment.

3. In case of wrong/damaged goods, take a picture of received goods and share with Medcare Surgical within 24 hrs on mail or at return order page.

4. In case of delivery confirmation message without receiving goods. Medcare Surgical must be informed within 24 hrs on mail or at contact page.

5. In-case of return, 2 attempts of pick up will be made.

6. At the time of pickup, please make sure that the pick-up person seals the package in front of you.

 

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