When dealing with medical products, especially in India, your return and refund policy needs to be particularly stringent due to hygiene, safety, regulatory, and efficacy concerns. India’s Medical Device Rules, 2017 (MDR 2017) and the Consumer Protection Act, 2019 (CPA 2019) are crucial.1 The Central Drugs Standard Control Organization (CDSCO) regulates medical devices.

Here’s a sample Return & Refund Policy for “ANANTTAA SM” specializing in medical products, keeping Indian regulations and industry best practices in mind.

ANANTTAA SM – Return & Refund Policy

At ANANTTAA SM, we are committed to providing high-quality, safe, and effective medical products. Due to the sensitive nature of these items, our return and refund policy is designed to comply with health and safety regulations, ensuring product integrity and patient well-being.

Our Commitment to Quality and Safety

We meticulously ensure that all products dispatched from ANANTTAA SM are of the highest quality, in proper working condition, and within their specified shelf life. We adhere to stringent standards for handling and storage to maintain product efficacy.

Due to the specialized nature of medical products, our return and refund policy is subject to strict conditions.

1. Eligibility for Returns & Refunds

To be eligible for a return or refund, your item must meet the following specific criteria:

  • Timeframe for Reporting Issues:
    • Damaged/Defective/Expired/Wrong Product: You must report any damaged, defective, expired, or incorrect product within 24 hours of delivery with clear photographic or video evidence. For visibly damaged packaging, we strongly recommend refusing acceptance at the time of delivery.
    • Other Eligible Returns (Very Limited): For any other rare, eligible return, you must initiate the process within [State your specific timeframe, usually 3-7 days maximum for very specific conditions] from the date of delivery.
  • Condition: The item must be:
    • Unused and Unopened: For hygiene and safety reasons, most medical products are non-returnable once opened or used. The product must be in its original, sealed, untampered packaging with all seals, labels, barcodes, and tags intact.
    • Original Packaging: Returned in its original manufacturer’s packaging.
    • Complete: All components, accessories, and instruction manuals that came with the product must be included.
  • Proof of Purchase: A valid invoice or proof of purchase is mandatory.
  • Batch Number Matching: The batch number of the product being returned must precisely match the batch number mentioned on the original invoice.

2. Non-Returnable Items (Strictly Enforced)

For reasons of public health, hygiene, safety, and regulatory compliance, the following items are strictly non-returnable:

  • Opened or Used Products: Any product where the seal has been broken, or the product has been used, even partially.
  • Personal Care & Hygiene Products: Items like (but not limited to) adult diapers, sanitary pads, menstrual cups, breast pumps, nebulizer masks, personal care consumables.
  • Temperature-Controlled Products (Cold Chain): Injections, vaccines, insulin, certain vials, and other temperature-sensitive medications and products that require specific storage conditions to maintain efficacy.
  • Healthcare Devices & Equipment: Glucometers, blood pressure monitors, pulse oximeters, orthopedic supports, and other health monitors/devices, unless defective or wrongly delivered and reported within the stipulated timeframe.
  • Custom-Made or Personalized Items: Products that have been custom-manufactured or personalized for an individual.
  • Expired Products (Received by Customer): If a product expires while in the customer’s possession. (Please refer to “Damaged or Defective Items” if received expired).
  • Products without Original Packaging/Labels: Items missing original manufacturer packaging, labels, or barcodes.
  • Items Marked “Final Sale”: Any product clearly marked as non-returnable or “final sale” on the product page or invoice.
  • Returns Due to Change in Prescription or Wrong Ordering by Customer: We cannot accept returns if the reason is a change in your prescription or if you accidentally ordered the wrong product. Please double-check your order before confirming.

3. Return Process

To initiate a return for an eligible item, please follow these steps:

  • Immediate Contact: Email us at [Your Customer Service Email Address] or call us at 9328357126 within the specified timeframe (24 hours for defects/damage/expiry/wrong item, or [Your specific timeframe] for other rare eligible cases).
  • Provide Details: In your communication, include:
    • Your Order Number
    • A clear explanation of the reason for the return.
    • Mandatory: Clear photographs and/or video evidence of the issue (e.g., product damage, tampered packaging, expiry date, incorrect item). This is crucial for verification.
  • Receive Approval & Instructions: Our team will review your request within 7 business days. If your request is approved, you will receive a Return Authorization (RA) number and detailed instructions on how and where to send your item.
  • Secure Packaging: Carefully re-package the item in its original, untampered packaging, ensuring all original seals, labels, and components are intact. Clearly write the RA number on the outside of the package.
  • Ship Your Item: Ship your return to the address provided with the RA number:ANANTTAA SM[Your Street Address][Your City, State/Province, Postal Code][Your Country – e.g., India]Shipping Costs:
    • Customer Responsibility: For returns approved under specific circumstances (e.g., if we accept a non-defective, unopened product with a restocking fee), customers are responsible for paying their own return shipping costs. These costs are non-refundable.
    • ANANTTAA SM Responsibility: We will cover return shipping costs or provide a pre-paid return label only if the return is a direct result of our error (e.g., defective product, wrong item shipped, item expired upon receipt).
    Tracking: We strongly recommend using a trackable shipping service and purchasing shipping insurance. We are not responsible for returns lost or damaged during transit.

4. Refunds

Once your return is received and thoroughly inspected, we will send you an email notification confirming receipt of your item and the status of your refund (approved or rejected).

  • Approval: If your return is approved and meets all eligibility criteria, your refund will be processed. A credit will automatically be applied to your original method of payment within 15 business days (typically 7-10 working days, subject to bank processing times).
  • Rejection: If your return is rejected because it does not meet the eligibility criteria (e.g., product opened, outside of return window, lack of evidence), we will notify you with the reason. In such cases, the product may be returned to you at your expense.

Late or Missing Refunds (if applicable)

If you haven’t received a refund yet, please:

  1. Check your bank account again.
  2. Contact your credit card company; it may take some time before your refund is officially posted.
  3. Contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and still have not received your refund, please contact us at [Your Customer Service Email Address].

5. Exchanges

Due to the nature of medical products, we generally do not offer direct exchanges unless the item is defective, damaged, or a wrong product was shipped. If you received a defective, damaged, or incorrect item, please follow the “Damaged or Defective Items” process outlined below. Once your return is approved, we will arrange for a replacement, subject to availability.

6. Damaged, Defective, Expired, or Wrong Items

If you receive a product that is:

  • Damaged during transit: (visible damage to packaging upon delivery, or internal product damage discovered immediately after opening).
  • Defective: Has a manufacturing defect that was not caused by you after delivery.
  • Expired upon receipt: The product’s expiry date has passed by the time you receive it.
  • Incorrect: The product received does not match what you ordered (e.g., wrong product, wrong strength, wrong quantity).

You must notify us immediately at [Your Customer Service Email Address] or [Your Customer Service Phone Number] within 24 hours of receiving your order.

Please provide:

  • Your order number.
  • A clear description of the issue (damage, defect, expiry, or incorrect item).
  • Crucial: Clear photographs and/or video evidence of the product and packaging that clearly show the issue. For expired products, a clear photo of the expiry date on the product is required.

We will assess the situation promptly. If approved, we will arrange for a replacement of the same item (subject to availability) or a full refund, including return shipping costs.

7. Legal Compliance & Disclaimer

This policy is subject to the provisions of the Consumer Protection Act, 2019 (CPA 2019), the Medical Device Rules, 2017 (MDR 2017), and other applicable laws and regulations in India concerning the sale and return of medical products. We reserve the right to refuse returns that do not comply with our policy or legal requirements.

8. Changes to This Policy

We reserve the right to modify this Return & Refund Policy at any time, in compliance with applicable laws and regulations. Changes and clarifications will take effect immediately upon their posting on the website. Please review it frequently.

9. Contact Us

For any questions or concerns regarding our Return & Refund Policy, please contact us:

  • Email: [Your Customer Service Email Address]
  • Phone: [Your Customer Service Phone Number]
  • Live Chat: [Link to Live Chat, if applicable]
  • Mail: ANANTTAA SM, [Your Full Business Address]

Important Notes for ANANTTAA SM:

Product-Specific Policies (if needed): If you sell a very diverse range of medical products, you might need to have slightly varied policies for certain sub-categories (e.g., sterile vs. non-sterile, implantable vs. external devices).Refunds & returns

Consult Legal Counsel: It is highly recommended to have a legal professional specializing in healthcare and consumer law in India review this policy to ensure full compliance with all relevant acts, rules, and regulations, including the Drugs & Cosmetics Act, 1940, and any specific state-level laws.

Transparency is Key: Be extremely clear and upfront about your non-returnable items and the strict conditions for returns. This sets realistic expectations for your customers.

Evidence Collection: Emphasize the need for clear photographic/video evidence for damaged, defective, expired, or wrong products. This helps you validate claims and prevent misuse.

Training Staff: Ensure your customer service team is thoroughly trained on this policy and understands the nuances of medical product returns.

Scroll to Top