RETURNS & CANCELLATIONS
Under what conditions can I return an item purchased on Healthmug?
Conveniently place your return request online by raising an issue in your healthmug account or by calling us on 7838389846 or by mailing us on our Email:
- In case of Wrong Product/Size Exchange issue can be raised within 7 days of order delivery along with photographs (of the parcel box as well as other products received) or other relevant proofs
- If after opening the package customer discovers that the item is missing, the return request should be filed within 2 days of delivery along with 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 within 2 days of delivery along with 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 6 months shall be considered as near expiry) return request can be raised within 7 days of order delivery along with photographs of products (Expiry date must be clearly visible in the attached photographs).
Important Points to Remember
- Please ensure that the product to be returned is in unused and original condition. Include everything you've received for the particular product you want to return 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 healthmug is not liable to reconduct 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 Healthmug will either replace the damaged product(s) and not the complete order. In case of non-availability of the product(s) Healthmug 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, after the product is received by us, it is verified against your claim and accordingly, replacement or refund is initiated.
- In the rare scenario where a pickup cannot be done in certain areas, you can ship the product through any other courier. In case of Self-Shipment, Healthmug will reimburse your courier charges (max. upto Rs. 50).
- Replacement is subject to availability of stock with the Seller. In case a Replacement is not available, Seller will refund the amount for the same.
Under what conditions Return/Replacement request will not be accepted?
There are certain scenarios where it is difficult for us to support returns.
- Return request is made outside the specified time frame.
- Any wrong ordering or partially consumed strips or products do not qualify for return.
- We shall 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.
- Leakages above 25% shall 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 a buyer can directly call the manufacturer and avail the warranty.
- Product is damaged due to misuse or Incidental damage by the customer.
- Specific categories like elastic supports, stockings, bandages and tapes once used.
- Any consumable item that has been used, installed or the seal is broken.
- Products with tampered or missing serial numbers.
We assure you that all products sold on Healthmug are brand new and 100% genuine. In case the product you received is 'Damaged', 'Defective' or 'Not as Described', our Friendly Returns policy has got you covered.
What is Healthmug Replacement Guarantee?
If you have received a Wrong/Defective product you can return it to get a replacement within 7 days of delivery, in case of Damaged/Leaked/Missing Product, the Return request should be filed within 2 days of delivery. Please contact us with a replacement request or raise an issue in your healthmug account. The item will be recalled and a brand new replacement will be shipped to you at the earliest.
If you are not satisfied with the size of elastic supports delivered, you can request an exchange in a different size. (Please ensure that the product is in unused and original condition).
Can I return part of my order?
Yes, a return can be created at item level and if you have ordered multiple items, you can initiate a return for a partial quantity.
How to initiate request for replacement and when will I get it?
Once a replacement request is created and the claim is verified as genuine and reasonable, we will initiate the return and send you an email detailing the pickup process as well as provide details about the replacement.
Please keep the product ready with all tags & accessories. Kindly ensure proper packaging to avoid any damage during transit.
Mention the Order Number/Delivery Address on the package, before handing over the packet to our Pickup executive.
Keep the Courier Company's receipt for tracking purposes
After the product is received by us, it is verified against your claim and accordingly, Replacement or Refund is initiated.
Healthmug reserves the right to cancel the return request, in the event of fraudulent and unjustified complaints regarding the quality and content of the products. Under such conditions, the products will be discarded.
I've still not received the refund to my bank account. Why?
If you have received a mail from us confirming your refund request then rest assured that we have initiated your refund request and are following up with financial organisations for the same. Generally a refund is processed within 7 to 10 working days depending upon the financial organizations involved.
Sometimes financial organizations take a longer time to process the refund request. However, if the refund hasn't happened by the date we promised, you can contact us. We will gladly help you.
I have changed my mind and would like to retain the product. What do I do?
Please mail us to cancel your return request and we will do the needful.
Are Electronic products covered under warranty?
Electronic products sold on Healthmug are covered under warranty. In case the product has any manufacturing defect, you may contact the manufacturer within the specified warranty period for resolution. The warranty period may differ for each product.
Customer cancellation :
The customer can cancel the order for the product directly by logging in healthmug account till 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.
Other cancellations :
Healthmug 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 your order being cancelled include, non-availability of the product or quantities ordered by you or errors in pricing information specified by our partners.