Return Policy

1. Introduction

At Massmed Private Limited, we are committed to providing our customers with high-quality products and an exceptional shopping experience. We stand behind the quality, safety, and efficacy of the products we offer on our platform. This Return and Refund Policy ("Policy") outlines the terms, conditions, and procedures governing returns, refunds, and exchanges for products purchased through our online store.

This Policy is formulated in compliance with the applicable laws of India, including the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. By purchasing products from Massmed Private Limited, you agree to be bound by the terms detailed herein. This Policy covers all eligible items purchased directly from our official e-commerce platform.

2. Eligibility for Returns

We want you to be completely satisfied with your purchase. If you need to return an item, please ensure that your request meets all the following eligibility criteria:

2.1 The Return Window

You must initiate a return request within 7 (seven) days from the date the product was delivered to your shipping address. Any requests received after this 7-day period will not be eligible for a return, refund, or exchange.

2.2 Product Condition

To qualify for a successful return, the product must be returned in its original, pristine condition. This means the item must be:

• Unused, unworn, unwashed, and unaltered.

• Accompanied by all original tags, labels, brand packaging, user manuals, warranty cards, and accessories that were included in the shipment.

• In its original, undamaged packaging box or outer sleeve.

2.3 Proof of Purchase

All return requests must be accompanied by a valid proof of purchase, such as the original tax invoice, order confirmation email, or order ID generated at the time of purchase on our platform.

3. Non-Returnable and Non-Refundable Items

To maintain strict standards of hygiene, safety, and quality, certain categories of products are strictly non-returnable and non-refundable. These exclusions include, but are not limited to:

• Personal care, wellness, and hygiene products where the seal has been broken or tampered with.

• Innerwear, lingerie, socks, and other intimate apparel.

• Perishable items, food products, dietary supplements, and beverages.

• Customised, personalized, or made-to-order goods manufactured specifically to your specifications.

• Products purchased during clearance sales, end-of-season sales, or marked explicitly as "Non-Returnable" on the product detail page.

• Products that show signs of physical damage, modification, or wear and tear after delivery.

4. How to Initiate a Return

If your order meets the eligibility criteria outlined in Section 2, you can initiate the return process by following these step-by-step instructions:

Step 1: Submit a Request

Log in to your customer account on our website, navigate to the "My Orders" section, select the order you wish to return, and click on the "Request Return" button. Alternatively, you can contact our customer support team via our designated support email address or customer care number provided on our contact page.

Step 2: Provide Necessary Details

When raising your return request, you must provide your Order ID, the name of the item(s) you wish to return, and a clear reason for the return. If you are returning an item due to damage, defect, or receiving the wrong product, you must upload high-resolution photos or an unboxing video showing the issue clearly.

Step 3: Await Confirmation

Our customer support team will review your request within 24 to 48 hours. Once approved, we will share the return instructions, including details regarding reverse pickup or self-shipping, depending on your location.

5. Inspection and Approval Process

All returned products undergo a rigorous quality check (QC) process upon arrival at our fulfillment center to verify compliance with our eligibility criteria.

Upon receipt of the returned item, our quality assurance team will inspect the product to ensure it is unused, undamaged, and complete with all original tags and packaging. We will notify you via email or SMS regarding the approval or rejection of your return within 3 business days of receiving the item at our warehouse.

If the returned product does not pass the quality check (e.g., if it is found to be used, damaged, or missing parts), the return will be rejected. In such cases, the product will be shipped back to you at your expense, and no refund will be issued.

6. Refund Policy and Timeline

Once your return is inspected and approved by our quality assurance team, we will initiate the refund process.

6.1 Refund Method

Refunds will be credited directly to the original payment method used during the purchase (e.g., credit card, debit card, net banking, UPI, or mobile wallet). For Cash on Delivery (COD) orders, the refund will be processed via bank transfer or UPI. You will be required to provide your bank account details or UPI ID securely to our customer support team to facilitate this transfer.

6.2 Processing Timeline

The refund will be processed and initiated from our end within 5 to 7 business days from the date of return approval. Please note that the actual time taken for the funds to reflect in your account may vary depending on your financial institution's processing cycles.

6.3 Deductions

Any shipping charges, cash-on-delivery convenience fees, or promotional discounts applied at the time of purchase are non-refundable, unless the return is due to an error on our part (such as a defective or incorrect item).

7. Product Exchanges

We offer exchanges for products of the same value, subject to stock availability (for example, if you require a different size or color of the same product). If you wish to exchange an item, please specify this when initiating your request through our customer support channels.

If the requested size or variant is out of stock, we will process a refund to your original payment method in accordance with Section 6. Please note that exchange requests must also be initiated within the 7-day return window and must meet all eligibility criteria outlined in Section 2.

8. Return Shipping and Logistics

We aim to make the return shipping process as seamless as possible for our customers.

8.1 Reverse Pickup

We offer reverse pickup services across most pin codes in India. If reverse pickup is available for your location, our logistics partner will schedule a pickup within 2 to 4 business days of your return request approval. Please ensure that the product is securely packed in its original box to prevent damage during transit.

8.2 Self-Shipping

In the event that your pin code is not serviceable for reverse pickup by our logistics partners, you will be requested to self-ship the product to our designated warehouse address. We recommend using a reliable, trackable courier service. You must share the courier receipt and tracking details with our support team.

8.3 Shipping Costs

Return shipping is free of charge only for items that are defective, damaged, or incorrectly delivered. For returns initiated due to personal preferences, change of mind, or incorrect sizing ordered by the customer, a nominal return shipping fee may be deducted from your final refund amount, or you may be required to bear the cost of self-shipping.

9. Damaged, Defective, or Wrong Items Received

At Massmed Private Limited, we take utmost care in packaging and shipping your orders. However, if you receive a product that is damaged during transit, manufacturing-defective, or completely different from what you ordered, we will resolve the issue promptly and at no additional cost to you.

You must report any such discrepancy to our customer support team within 48 hours of delivery. To help us expedite the process, please provide:

• Your Order ID.

• Clear photographs and an unboxing video of the damaged, defective, or incorrect product, including the outer shipping label.

Upon verification, we will arrange a free reverse pickup and offer you a choice of a free replacement (subject to stock availability) or a full refund to your original payment method, including any shipping charges paid at the time of purchase.

10. Late or Missing Refunds

If you have received an email confirmation from us stating that your refund has been processed, but you have not yet received the funds in your account, please follow these steps:

• First, check your bank account, credit card statement, or digital wallet transaction history once again.

• Contact your credit card company or bank. It often takes some internal processing time before a refund is officially posted to your account.

• If you have completed these steps and still have not received your refund after 7 business days, please reach out to our customer support team with your order details, and we will investigate the matter with our payment gateway partner immediately.

11. Contact Information

For any queries, clarifications, or assistance regarding our Return and Refund Policy, please feel free to contact our customer support team. We are here to help you.

• Company Name: Massmed Private Limited

• Customer Support Email: Please refer to the support email address listed on our official website's contact page.

• Customer Support Phone: Please refer to the helpline number listed on our official website's contact page.

• Operating Hours: 10:00 AM to 6:00 PM (IST), Monday to Saturday (excluding national holidays).