REFUND & CANCELLATION POLICY

Kriam Health (hereinafter referred to as “We”/ “Us”) is an online platform providing Healthcare products and services (“Platform”), and is owned and operated by Kriam Health, having its registered office at 112, Kasa Nagar Road, Katargam, Surat-395004, India. This Cancellation and Refund Policy governs the terms and conditions under which users (“You”/ “Customers”/ “Your”) may cancel orders for products and services purchased through our Platform, as well as the process for obtaining refunds. By using our Platform, you agree to comply with this policy. We reserve the right to modify this policy at any time, and any changes will be effective immediately upon posting on our Platform. It is your responsibility to review this policy periodically for any updates or changes

CANCELLATION POLICY

Customers may cancel orders within specific timelines depending on the type of product or services ordered. Please refer to the categories below for more details.

1. How can I cancel an order?
1.1 Medicines and Healthcare Products

An order for medicines or healthcare products can be cancelled through the Platform before it is marked as “Out for Delivery”. Alternatively, you may refuse delivery at the time of receipt, and a refund will be processed as per the Refund Policy, and credited to the original payment account. Please note that if the product has already been shipped, a cancellation fee may apply. The cancellation fee, if any applicable, will depend on the total cart value, shipping charges, or other factors such as delivery location, product type, and the time of cancellation. Specific details regarding the cancellation fee, if any, will be provided at the time of cancellation.

1.2 Diagnostics /Lab Test

A diagnostic/ lab test can be cancelled anytime before the phlebotomist marks the order as “Sample Collected”. Alternatively, you may refuse sample collection at the designated location, and a refund will be processed as per our Refund Policy. If you refuse collection after the phlebotomist has arrived, please note that a cancellation fee may apply. The cancellation fee will depend on the specific service and circumstances, such as whether the phlebotomist has travelled a significant distance for the appointment. A refund will be processed according to our Refund Policy, subject to any applicable cancellation fees. Specific details regarding the cancellation fee, if any, will be provided at the time of cancellation.

RETURN POLICY
1. What is the time period for return of orders?
1.1 Medicine Orders

We follow a product-specific return policy. The return window ranges from 0-7 days from the date of delivery, depending on the product ordered. Please check the product-specific return policy on the product page before placing any order.

1.2 Healthcare Products

All healthcare products have specific return and replacement policy. The return/replacement window ranges from 0-10 days from the date of delivery, depending on the product ordered. The information regarding the return policy can be found on the product page, and we encourage you to please check the return policy before placing any order.

2. Which Products are not eligible for Returns?
2.1 Products Not Eligible for Return-

Certain products are not be eligible for returns under the following circumstances-

  • If the item has been opened, partially used, or disfigured. The user is strongly advised to check the package carefully at the time of delivery;
  • If the product or its packaging has been tampered with;
  • If the product packaging and/or packaging box and/or packaging seal has been tampered with. The user is strongly advised to check the package carefully at the time of delivery. Do not accept the order if the packaging appears to be tampered at the time of delivery;
  • If the product is marked as “Non-Returnable” on the product detail page;
  • If the product does not have a serial number / UPC number/ barcode that was present at the time of delivery;
  • Any damage/defect in the product which is not covered under the manufacturer’s warranty;
  • If the product is returned without its original packing and any included accessories/freebies that were supplied with the product;
  • If the product has been damaged due to misuse;
  • If the return window has been closed/expired;
  • Products related to personal care, baby care, food & nutrition, healthcare devices, Covid essentials (example, masks and gloves), sexual wellness products (example, condoms, pregnancy/fertility kits) are non-returnable. Certain products such as diapers, health drinks, health supplements, glucometers, glucometer strips/lancets, health monitors, etc. are also non-returnable.

The Company shall, at its sole discretion, accept return of the aforementioned products are defective, deficient or spurious or not of the characteristics or features as advertised or if they are delivered late. Furthermore, the Company reserves the right to add, modify or remove any other product category(ies), in addition to the ones aforementioned.

Please Note – Items/products marked as “Non-Returnable” on the product detail page or items/products whose return window has expired cannot be returned. If such an item/product is indeed returned along with another returnable/non-returnable item/product, We will not process the refund of the said “Non-Returnable” product once our warehouse team verifies the returned item(s).

REFUND POLICY
1. When can I expect the amount to be refunded?

The refund amount displayed on the Platform at the time of return is an estimate. The final amount will be displayed only after the product has been successfully picked up and verified by us/our team/seller, as the case may be.

Refunds for eligible returns or cancellations will be processed through the original payment method used at the time of purchase or the method selected by you from the available options, if any, on the Platform at the time of requesting a return. For cash-on-delivery purchases, if this option is available for any product on the Platform, no cash refunds will be issued. Any refunds for cash-on-delivery orders will be processed through net banking, NEFT, or other digital wallets, as selected by you during the return process. Please note that the availability of the cash-on-delivery option may vary depending on the product, as specified on the product detail page.

1.2 Refund will be initiated only post successful verification of the products by us/our team/ the seller, as the case may be. Please note that the verification process may take up to 48 hours from the time the product is picked up from your location.

1.3 The refund amount is expected to reflect in your account after the verification of the product is completed, and shall be according to the following timelines:

Method of Payment Refund Timeframe (after successful verification)
NEFT 1-3 business days
Online refund 7-10 business days, subject to the bank turnaround time and RBI Guidelines.
Other Wallets 2-3 business days

1.4 You understand and agree that we reserve the right to take appropriate action if a refund has been issued as a result of fraudulent activities, such as the return of incorrect/wrong/different products than requested or incorrect quantity(ies) of the products. Such actions may include suspending your account, withholding future refunds, or taking legal action, if necessary. We also reserve the right to recover the refunded amount through alternative legal means, if applicable.

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