RETURN, REPLACEMENT & REFUND POLICY

We, Meddey Technologies Private Limited, a company duly incorporated under the provisions of the Companies Act, 2013, having its registered office at C-75, First Floor, Industrial Area, Phase 1, Okhla, New Delhi, India-110020 (hereinafter referred to as the “Company”, which expression shall, unless repugnant to the context or meaning thereof, be deemed to include its successors, assigns, representatives, administrators, employees, directors, officers, agents and affiliates), is the author and publisher of this Return, Replacement & Refund Policy and governs all requests for return, replacement, or refund, or exchange of products purchased through the company’s official website(www.medansh.in).

This Policy outlines the eligibility criteria, procedural requirements, timelines, and limitations applicable to return, refund, and exchange requests, and is intended to ensure transparency, operational efficiency, and compliance with applicable laws. By placing an order, the User expressly agrees to be bound by the terms and conditions set forth herein, which shall be read in conjunction with the Company’s Terms of Service, Privacy Policy, Shipping Policy, and any other applicable policies.

1. Definitions and Interpretations

For the purposes of these Terms of Use (Terms), unless the context otherwise requires:

• User/You shall mean any natural or legal person who has agreed to become a user of the Website by accessing or using any of the Services provided therein, and who is competent to contract under the provisions of the Indian Contract Act, 1872.
• We/Us/Our shall mean the Website and/or the Company, as the context may require.
• Services shall mean and include the facilitation of sale, distribution, and delivery of medical equipment, devices, products, medicines, and other medical essentials, as well as web-based remote interactions between patients and healthcare professionals, through the Website.
• Party/Parties shall refer individually and collectively to the User, the Company, its Affiliates, Vendors (including product providers and healthcare professionals), as the context may require.
• Third Parties shall refer to any natural or legal person, entity, website, firm, organization, or institution other than the User and the Company (including the creator, operator, or administrator of the Website). This term encompasses external service providers, affiliates, partners, advertisers, contractors, and any other party that is not directly controlled by or acting on behalf of the Company.

The headings and subheadings contained in these Terms are inserted solely for the purpose of convenience and organizational reference. They shall not be deemed to affect the construction or interpretation of any provision herein, nor shall they be relied upon by either party to construe the substantive rights or obligations under these terms. The Parties expressly agree that such headings shall have no legal or contractual significance.

A. RETURN POLICY

2. Eligibility Criteria for Return

The Company shall entertain return requests for products purchased through the Website, strictly subject to the conditions and limitations set forth herein. The acceptance of any return request shall be at the sole and absolute discretion of the Company and shall be governed by the following criteria:

• Only those products that are expressly designated as “returnable” or “replaceable” on the relevant product detail page or communicated at the time of purchase shall be eligible for return. All such requests shall be considered for replacement or refund, as applicable, subject to compliance with the other terms and conditions of this Policy.
• A product shall be deemed eligible for return if it is established that the item delivered to the User, unless proved otherwise: (i) is materially different from the product originally ordered; (ii) deviates substantially from the specifications, features, or description as represented on the website; (iii) constitutes an incomplete shipment, including but not limited to missing components, parts, or accessories; or (iv)has been received in a physically damaged condition attributable to transit or handling prior to delivery.
• Products that are perishable, consumable, personalized, customized, engraved, or altered from their original state or those classified as non-returnable due to hygiene, safety, or applicable regulatory restrictions shall be strictly excluded from return or replacement eligibility. No exceptions shall be made under any circumstances.

• All return requests must be initiated strictly within the specific return window as indicated specified on the product detail page or as otherwise stated in this Policy. Requests made beyond the prescribed period shall be summarily rejected without further review.

This clause shall be deemed material to the transaction and shall survive the completion of delivery, cancellation of the order, or termination of the contractual relationship between the User and the Company. The Company’s determination regarding the eligibility of a product for return shall be final, binding, and not subject to dispute.

3. Category-Specific Return Eligibility Matrix

Subject to the submission of a valid copy of the invoice or order confirmation and clear photographic and/or video evidence of the received package and its contents, return requests shall be initiated strictly within the timelines prescribed below, unless otherwise specifically stated on the product detail page or communicated at the time of purchase, whichever is later:

Note: In the event that a product classified as “non-returnable” is received in a damaged or defective condition, the User must notify the Company within 7 (Seven) days from the date of delivery. The Company may, at its sole and absolute discretion, contact the User to ascertain the nature and extent of the damage or defect through photographic/video evidence or telephonic assessment. Subject to verification and compliance with the other terms and conditions of this Policy, the Company may approve a refund or replacement as a one-time exception. Such approval shall not constitute a waiver or modification of the non-returnable classification for future transactions.

4. Initiation of Return Request

Users may initiate a return or replacement request for eligible products through the following authorized channels, subject to other terms and conditions:

A. Through User Account on the Website: A registered User may initiate a return request by accessing their account at the website and can navigate itself as per the direction provided in the website in identifying and selecting the specific order for which the return or replacement is sought and after furnishing a clear and accurate reason for initiating the request and thereafter click on the “Return Product” option to submit the request.

Note: It is expressly clarified that the “Return Product” option shall be visible and accessible only for products that are eligible for return or replacement under the Company’s Return, Replacement & Refund Policy and fall within the applicable return window as prescribed therein. Any attempt to initiate a return or replacement request for ineligible products or outside the stipulated time frame shall be deemed invalid and shall not be entertained by the Company under any circumstances.

B. Through Customer Support: Users may initiate a return or replacement request by contacting as the Company through its designated customer support channels. The User may call the Company’s official helpline at +91-8586012345, follow the Interactive Voice Response (IVR) instructions, or speak directly with a customer service representative to lodge the request. During the call, the User shall be required to clearly state the reason for the return or replacement and furnish all relevant order details, including the order identification number and product particulars.

Alternatively, the User may submit the request via email to cs@meddey.com, explicitly mentioning the product reference number, nature of the issue, and justification for the return or replacement.

Note: All such communications must be made within the stipulated time frame as prescribed under the Company’s Return, Replacement & Refund Policy, and shall be subject to verification, approval, and compliance with the applicable terms and conditions.

5. Conditions for Acceptance

Return requests shall be accepted by the Company only upon the conclusive determination of the following conditions:

• The product must be unused, unwashed, undamaged, and retained in its original packaging with all tags, accessories, manuals, and documentation intact.
• The product must not have been tampered with, altered, repaired or modified in any manner post-delivery.
• The product returned must correspond precisely to the item originally dispatched by the Company, without substitution, discrepancy, or misrepresentation;
• The User must provide clear, legible, and verifiable photographic and written evidence substantiating the grounds for return, wherever applicable and as requested by the Company.

The company reserves the right to reject any return request that does not comply with the above conditions or that, in its sole and absolute discretion appears to be fraudulent, abusive, or made in bad faith. The Company’s determination regarding the acceptance or rejection of any return request shall be final, conclusive, and binding on the User, and shall not be subject to further dispute, challenge, or appeal.

6. Guidelines for Return Pickup/Self-Ship Guidelines

Upon receipt of a valid and duly substantiated return or replacement request, the Company shall respond within 3-5 (Three-Five) business days via email or telephonic communication, providing the User with detailed instructions for arranging pickup or drop-off, as applicable.

Return shipments must adhere to the following mandatory conditions:

• Products must be returned in their original condition, securely packed in the original shipping box and packaging material, with all price tags, user manuals, warranty cards, and accessories intact and unaltered.
• The product must be adequately and securely packed to prevent damage during transit. Any damage arising from improper packaging shall render the return request invalid.
• The return period shall commence from the date of delivery, and the product must be shipped back within the permitted time frame as prescribed under this Policy. Returns initiated beyond the stipulated window shall be summarily rejected.
• The User shall be required to cooperate fully with the Company’s designated logistics partner or customer service team for coordination of pickup, including adherence to scheduled time slots and packaging protocols.
• The Company reserves the absolute right to reject any pickup or return if the product fails to comply with the packaging and condition requirements as set forth herein.
• Requests for pickup from an alternate address shall be accepted only if the Company’s logistics partner confirms serviceability at the new location. The User is advised to verify the pickup feasibility by checking the PIN code serviceability in advance.
• In geographic areas where the Company’s logistics partners do not offer pickup services, the User shall be solely responsible for self-shipping the product to the designated return address at their own cost. The Company shall not be liable for any delay, loss, or damage incurred during return transit by third-party courier services.
• The Company shall not reimburse or bear any expenses incurred by the User in connection with self-shipping, packaging, or transit of the returned product.

This procedure shall be deemed material to the transaction and shall survive the completion of delivery, cancellation of the order, or termination of the contractual relationship between the User and the Company. All return requests must comply strictly and unequivocally with the procedural and evidentiary requirements set forth in this Policy. The Company’s determination regarding the acceptance, rejection, or resolution of any such request shall be final, binding, and not subject to dispute, challenge, or appeal.

7. Non-Eligibility & Exclusions

Notwithstanding any other provision contained in this Return, Replacement & Refund Policy, the Company shall not entertain, accept, or process any request for return, replacement, or refund under the following circumstances, each of which shall constitute grounds for automatic disqualification:

• Request arising from buyer’s remorse or afterthought, including incorrect selection of product, model, size, or color ordered shall not be eligible for return, replacement, or refund.
• Products explicitly marked as “non-returnable,” “final sale,” or any equivalent designation on the product detail page or communicated at the time of purchase shall be strictly excluded from return or replacement eligibility.
• Products manufactured, assembled, or modified to meet individual specifications or customization requests shall be strictly non-returnable. No refund or replacement shall be issued under any circumstances.
• Products that have been opened, used, tampered with, or altered post-delivery, particularly those falling under hygiene-sensitive, health-related, personal care, or consumable categories, shall be deemed non-returnable.
• Products that have sustained damage due to mishandling, negligence, improper use, or unauthorized modification by the User after delivery shall not qualify for return or replacement.
• Delays in delivery attributable to third-party logistics providers shall not constitute grounds for return, replacement, or refund. The Company shall not be held liable for any consequential loss or inconvenience arising therefrom.
• Orders placed with incorrect, incomplete, or unverifiable shipping address details shall be excluded from return eligibility. The User shall bear full responsibility for such errors.
• Failure to accept delivery due to the unavailability of the recipient at the designated address shall not be considered a valid reason for initiating a return or refund.
• Requests made beyond the stipulated return or replacement window, as defined under this Policy or on the product detail page, shall be summarily rejected without further review.

Users are strongly advised to exercise due diligence and carefully review all product specifications, compatibility parameters, and suitability criteria prior to placing an order. The Company shall not be liable for any inconvenience, financial loss, or dissatisfaction resulting from incorrect product selection, misinterpretation of product features, or failure to adhere to the terms and conditions of this Policy. The Company’s determination regarding the applicability of exclusions and the acceptance or rejection of any return, replacement, or refund request shall be final, binding, and not subject to dispute, challenge, or appeal.

B. REPLACEMENT & REFUND POLICY

8. Inspection, Verification & Confirmation

All products returned to the Company, pursuant to a valid return or replacement request shall be subject to a mandatory inspection, verification, and quality assessment process conducted by the Company’s designated Quality Control Team. The following provisions shall govern this process:

• Upon receipt of the returned product, the Company shall initiate a comprehensive quality check to ascertain compliance with the eligibility criteria set forth under this Return, Replacement & Refund Policy.
• If the product successfully passes inspection, the Company shall issue a formal confirmation of acceptance to the User via email and shall proceed with the applicable resolution, which may include refund or replacement, as per the terms of this Policy.
• If the product fails to meet the prescribed standards or eligibility conditions, the Company shall notify the User of the rejection and return the item to the User without processing any refund or replacement. The Company shall not be liable for any costs or inconvenience arising from such rejection.
• The inspection, verification, and resolution process may take up to 15 (Fifteen) working days from the date of receipt of the returned product. The Company shall endeavor to complete the process within the stipulated timeline but shall not be held liable for any delay attributable to operational, logistical, or technical constraints.

The Company reserves the absolute right to reject any return or replacement request if the product fails to meet the eligibility criteria, including but not limited to signs of use, tampering, damage, or non-conformity with the original shipment. The Company’s determination in this regard shall be final, conclusive, and binding on the User, and shall not be subject to dispute, challenge, or appeal.

9. Product Replacement & Exchange

Replacements and exchanges shall be permitted by the Company, strictly subject to the following conditions and limitations:

• Replacement/Exchanges shall be entertained only for products that are expressly designated as eligible for replacement under the Company’s Return, Replacement & Refund Policy. Approval of such requests shall be contingent upon the availability of identical stock. The Company shall not be obligated to source or procure replacement inventory beyond its existing stock levels.
• The replacement product shall be dispatched only after the originally delivered item is received by the Company and successfully passes inspection by its designated Quality Control Team. The inspection shall confirm that the returned product complies with all eligibility criteria, including condition, packaging, and authenticity requirements.
• In the event that the replacement request is approved but the identical product is unavailable due to stock limitations, the Company may, at its sole and absolute discretion: (i) offer a store credit equivalent to the original purchase value, redeemable against future purchases; or (ii) issue a refund in accordance with the terms and conditions of the Company’s Refund Policy.

The Company’s decision regarding the approval, rejection, or resolution of any exchange or replacement request shall be final, conclusive, and binding on the User, and shall not be subject to dispute, challenge, or appeal. This clause shall be deemed material to the transaction and shall survive the completion of delivery, cancellation of the order, or termination of the contractual relationship between the User and the Company.

10. Refund Process and Timelines

Upon successful receipt, inspection, and verification of the returned product, and subject to approval of the return request in accordance with the terms of this Return, Replacement & Refund Policy, the Company shall initiate the refund process as per the following conditions:

• For orders paid via Credit Card, Debit Card, Net Banking, UPI, or Digital Wallets, the refund shall be processed to the original source of payment within a period of 7-15 (Seven-Fifteen) business days from the date of approval of the return, subject to banking and payment gateway timelines. However, the actual credit of the refunded amount shall be subject to the processing timelines of the respective banks and payment gateway service providers, for which the Company shall bear no liability.
• For orders placed under the Cash-on-Delivery (COD) payment method, refunds shall be issued via bank transfer (NEFT/IMPS) to the account details provided by the User, or, at the sole and absolute discretion of the Company, in the form of a non-refundable store credit redeemable against future purchases on the Company’s Website.
• The Company reserves the right, at its sole discretion, to issue a non-refundable store credit in lieu of a monetary refund, particularly in cases involving promotional purchases, limited stock items, or operational constraints.
• The Company shall not be held liable for any delay, failure, or error in the credit of the refunded amount to the User’s account arising from technical issues, processing delays, or service disruptions attributable to third-party banks, financial institutions, or payment gateway providers.

Refunds shall be strictly limited to the net product value as invoiced. Shipping charges, convenience fees, packaging costs, and any other ancillary or incidental expenses shall be non-refundable, unless expressly mandated by applicable law or agreed to in writing by the Company under exceptional circumstances.

11. Limitation of Liability

To the maximum extent permitted under applicable law, the Company shall not be liable for any direct, indirect, incidental, consequential, exemplary or punitive damages, including but not limited to loss of business opportunity, loss of revenue profits, reputational harm, or emotional distress, or any other pecuniary or non-pecuniary loss arising out of or in connection with the return, replacement or refund of any product, whether based on contract, tort, negligence, strict liability, or otherwise.

The Company’s total aggregate liability, if any, arising out of or relating to any transaction governed by this Return, Replacement & Refund Policy shall be limited strictly and exclusively to the net invoice value of the product in question, excluding shipping charges, convenience fees, and ancillary costs. Under no circumstances shall the Company be liable for any claims exceeding the aforementioned cap, regardless of the nature or basis of the claim.

This limitation shall apply notwithstanding any failure of essential purpose of any limited remedy and shall survive the completion of delivery, cancellation of the order, or termination of the contractual relationship between the User and the Company.

12. Governing Law and Dispute Resolution

This Policy shall be governed by and construed in accordance with the laws of India. Any disputes, controversies, or claims arising out of or in connection with this Policy, including its interpretation, validity, performance, breach, shall be subject to the exclusive jurisdiction of the competent courts located at New Delhi, India. The procedure for dispute resolution shall be governed in the same manner as set forth under the Company’s other applicable policies, mutatis mutandis.

13. Modifications & Change of Return, Replacement & Refund Policy

• The Company reserves the exclusive and unrestricted right to modify, amend, update, or revise the terms of this Policy governing the use of its website, services, and associated platforms, at any time and at its sole discretion, without prior notice or obligation to notify individual Users.
• Such modifications shall become effective immediately upon being posted or published on the Website, unless otherwise specified. The Company shall not be liable for any failure to notify Users individually of such changes, and it shall be the sole responsibility of the User to periodically review the terms of the Policy to remain informed of any updates.
• Continued access to or use of the Website and its services by the User following the publication of any modification shall constitute the User’s binding acceptance of the revised Policy, including all future amendments thereto. If the User does not agree to be bound by any such modification, the User must immediately discontinue use of the Website and terminate their account, if applicable.
• The Company shall not be liable for any loss, damage, or liability arising from the User’s failure to review the updated terms of the Policy or from the User’s continued use of the Website following such modifications.
• The Company may, at its discretion, provide notice of material changes via email, Website banners, or other electronic means; however, such notice shall be deemed supplementary and not mandatory. The absence of such notice shall not affect the enforceability of the modified terms.
• By using the Website, the User expressly waives any right to receive individualized notice of changes and agrees that the Company shall not be held liable for any claims, disputes, or damages arising from the implementation of such modifications.

14. Questions and Suggestions

For any questions, concerns, or feedback regarding this Privacy Policy or the Company’s data handling practices, Users may contact the Company’s designated support team via email at cs@meddey.com. The Company shall endeavor to respond to all legitimate inquiries within a reasonable timeframe, subject to operational and legal constraints.