Return & Exchange

1. DEFINITION

RETURN:action of giving back the product ordered at eMedicineHub portal by the consumer.

REPLACEMENT: is the action or process of replacing something in place of another. Buyer can request for replacement whenever he is not happy with the item, reason being damaged, defective item, missing item(s), wrong item(s) .

Buyer is asked for reason for return/replacement. Among others the following are the leading reasons:

1. Products was/were missing
2. Wrong item was sent by us
3. Item delivered had a size mismatch issue
4. Item was expired
5. Product(s) delivered are past or near to its expiry date (medicines with an expiry date of less than 03 months shall be considered as near expiry);
6. Product(s) delivered were damaged in transit (do not to accept any product which has a tampered seal):

Return could also result in refund of money in your wallet in most of the cases

POINTS TO BE NOTED

• If you suspect for damage or missing medicines in the parcel, then do not accept the delivery of that order.
• Please record a vedio while opening the box and record the condition of the product, label, expiry date etc., for precaution. Mail us (attach the video) on the same day of delivery with order details if the items are broken or missing or Size mismatch or expired or broken seal , cap & bottle or any printing issue in label or bottle. No claim will be entertained by the company after that and without the vedio.
• The customer can cancel the order for the product till we ship it. Orders once shipped cannot be cancelled
• In case buyer orders wrong item, buyer shall not be entitled to any return/refund
• Buyer needs to raise the return/replace request within 5 days along with vedios while opening the parcel and photographs of the parcel & product and other relevant proof as requested by eMedicineHub
• Once buyer has raised return/replacement request by contact as on our contact No., we will return/replace the products only after the shipment is received by eMedicineHub and refund will be completed after within 30 days from the date of reverse pick up
• In case we do not have the product at all,we will provide refund to the buyer and buyer shall be obligated to accept the refund in Lieu of replacement in his or her bank account.
• All shipping and other replacement charges shall be borne and incurred by eMedicineHub in case of the above reasons mentioned only
• Order can only be cancelled before the shipment is done by eMedicineHub, and the refund will be initiated in the wallet only within 30 days from the date of cancellation.
• In case of breakage, wrong order sent, missing item, size mismatched issue, expired refund shall be sent in wallet only and if the order is cancelled by eMedicineHub, the refund shall be initiated in the bank account
• If Any mistake is done by eMedicineHub, we will bare shipping and bank charges and if mistake is done from the buyer’s end, the buyer will bare the shipping and bank charges.

RETURN ACCEPTED CONDITION:

You can place your return request online by raising issue in your eMedicineHub account or by calling us at  +91 8800900271 or mailing us as at helpdesk@emedicinehub.com

• In case of Wrong Product/Size Exchange issue can be raised within 5 days of order delivery along with vedios while opening the parcel and photographs (of the parcel box as well as other products received) or other relevant proofs as requested by eMedicineHub.
• If after opening the package customer discovers that the item is missing, the return request should be filed within 3 days of delivery along with vedios while opening the parcel and photographs (of the parcel box as well as other products received) on our email.
• In case of a damaged packaging, do not accept the delivery of that particular package. In case you have received it and later, after opening the package, discover that the item(s) is Damaged/Defective or the product is leaked, the return request should be filed on the same day of delivery along with vedios while opening the parcel and photographs (of the received parcel box as well as the product) on our e-mail
• In case products delivered are past or near their expiry date (medicines with an expiry date of less than 3 months shall be considered as near expiry) return request can be raised within 4 days of order delivery along with photographs of products & vedio while opening the parcel which should have the of the expiry date of the product in the vedio (Expiry date must be clearly visible in the attached photographs & vedio).

POINTS TO REMEMBER

• Please make sure that the product to be returned is in unused and is in its original condition. Include everything you've received for the particular product like price tags, labels, invoice, original packing including box, freebies and accessories. In case the Product(s) returned by the customer does not fulfill these conditions then eMedicineHub is not liable to re-conduct the delivery of the returned product(s).
• In case where a customer had ordered multiple products and if one of the product(s) get damaged in transit then eMedicineHub will either replace the damaged product(s) and not the complete order. In case of non-availability of that product(s) eMedicineHub will refund the amount of only the damaged product(s) and not the complete order.
• In case of Refunds, the entire amount paid by you including shipping charges are transferred to your account
• Once your request to return an order is approved, a pickup will be initiated and after the product is received by us, it is verified against your claim and accordingly, replacement or refund will be initiated.
• In the rarest scenario where a reverse pickup cannot be done in certain areas, you can ship the product through any other courier. In case of Self-Shipment, eMedicineHub will reimburse the courier charges (max. upto Rs. 50). After receiving the parcel, we will make a vedio while opening it and if any product is missing or there is any defect in it, eMedicine hub would mail the buyers the vedio and refund will not be done in that case
• Replacement is subject to availability of stock with eMedicineHub. In case a Replacement is not available, we will refund the amount for the same in your wallet.

Return/Replacement Non-Accepted Conditions

There are certain scenarios where it is difficult for us to support returns/replacements.

• Return request is done outside the specified time period.
• Any wrong order or partially consumed strips or products will not qualify for return.
• We will not be liable for refunds/replacements for any incidental liquid leakage up to 25% of total product quantity as it may be a result of evaporation or courier handling etc.
• Leakage above 25% will be covered under our return/replacement policy.
• Anything missing from the package related to the product including price tags, labels, invoice, original packing of product, parcel box, freebies and accessories.
• Defective/damaged products that are covered under the manufacturer's warranty, for such products buyer can directly call the manufacturer and avail the warranty.
• If Product is damaged due to misuse or Incidental damage by the customer.
• Specific categories like books are not returnable once purchased.
• Any consumable item that has been used or the seal is broken.
• Products with tampered or missing serial numbers.

We assure you that all products sold on eMedicineHub are brand new and 100% genuine. In case the product received is 'Damaged', 'Defective' or 'Not as Described', our user friendly Returns policy helps you cover.

Replacement Guarantee:

• If you are not satisfied If you have received a Wrong/Defective product you can return it to get a replacement within 5 days of delivery, in case of Damaged/Leaked/Missing Product, the Return request should be filed within 3 days of delivery. Please contact us with a replacement request or raise an issue in your eMedicineHub account. The item will be recalled and a brand new replacement will be shipped to you at the earliest or refund would be done in your wallet.
• After the product is received by us, it is verified against your claim and accordingly, Replacement or Refund is initiated in your wallet.
• eMedicineHub reserves the right to cancel the return request, in the event of fraudulent and unjustified complaints regarding the quality and content of the product. Under this conditions, the products will be discarded.

Return Process

1. For Return intimation, please visit www.eMedicineHub.com or call us at +91 8800900271 (Open 1 PM - 6 PM from Monday - friday).
2. eMedicineHub customer care team will verify the claim made by the customer within 100 working hours from the time of receipt of complaint.
3. Once the claim is verified as genuine and reasonable, we will initiate the collection of product(s) to be returned.
4. The customer will be required to pack the product(s) in original manufacturer's packaging.
5. Refund will be completed within 30 (thirty) days in your wallet from date of reverse pick up (if required).

3.Cancellation Policy

Customercancellation

The customer can cancel the order for the product directly by logging in enMedicineHub account untill we ship it. Orders once shipped cannot be cancelled.

After shipping if a customer still don't need the product he/she may refuse to accept it from the courier partner and we will initiate a refund after the product is received by us after deducting the shipment charges for 2 way(sending and giving it back) and the bank charges & GST charges (if any)

Other cancellations

We also reserves the right to cancel any orders that our courier partners are unable to accept and service due to certain reasons.

Some other situations that may result in cancellation include:

• Non-availability of the product ordered by you
• Errors in pricing information specified by us (if the price is more then we would contact you for the extra money and if you refuse to pay we would cancel it and if the price is less than the amount taken we would inform you and send the remaining amount in your wallet)
• Non-availability of the quantities ordered by you(we would contact you and inform you about the issue and if you want less quantity we would send that and refund the money in your wallet)
• Any order that classify as “bulk order” as determined by eMedicineHub as per the criteria mentioned below:

1. Products ordered are not for self-condumption but for commercial resale
2. Bulk quantity of the same product ordered
3. Multiple orders placed for same product at the same address
4. Invalid address given in order details
5. Any malpractice used to place the order

• Any other reason beyond the control of eMedicineHub
• Any natural disaster

4.ONLINE CONSULTATION:

• In case of online consultation, a customer will be eligible to raise a request for Refund only in case the consultation query is not replied within specified timeline.
• The customer is required to raise the Refund request with eMedicineHub customer care within 100 hours from the time of submission of query or receiving of response. The request for the Refund will be validated by eMedicineHub team.
• In case of valid Refund, the same will be done by crediting the bank account of the customer. Refund process shall be completed within 30 (thirty) days from the date of submission of the request for Refund.