Return, Refund and Cancellation

HealthcareNow Technologies Private Limited (“HealthcareNow”) is committed to ensuring accurate order processing, compliance with valid prescriptions, and safe delivery of medicines and healthcare products. This Return, Refund, and Cancellation Policy sets out the terms and conditions governing returns, refunds, and cancellations on the HealthcareNow platform.


Return Policy: Products may be returned within 7 (seven) days from the date of delivery, provided the product is not marked as non-returnable on the platform.



Eligible Reasons for Return (Medicines & Products)


A return request may be raised only under the following circumstances:


  • Product(s) delivered do not correspond to the order placed.


  • Product(s) delivered are expired or near expiry (i.e., medicines with less than 3 months remaining before expiry).


  • Product(s) delivered are damaged during transit or have a tampered seal.


Customers are advised to inspect products at the time of delivery. Products that are visibly damaged or tampered should not be accepted. If damage is identified after opening the package, a return request may still be raised.


Replacement is subject to product availability. In the event replacement is not feasible, a refund shall be issued.


Return Request Timeline


  • Return requests for medicines and products must be raised within 7 (seven) days from the date of delivery.


  • HealthcareNow reserves the right to reject or cancel any return request raised after the expiry of the 7-day period.



Conditions for Accepting Returns


Returns shall be accepted only if all of the following conditions are satisfied:


  • Returns shall not be accepted for customer ordering errors.


  • The batch number of the returned product must match the invoice.


  • Returns due to change in prescription shall not be accepted.


  • The product must be unused, unopened, and in its original manufacturer’s packaging with original price tags, labels, barcodes, and invoice intact.


  • Partially consumed strips or products are not eligible for return.

Non-Returnable Products


Certain products are non-returnable, unless found damaged at the time of delivery. Products marked as “Non-Returnable” on the product page are not eligible for return.

List of non-returnable products:


CATEGORYTYPE OF PRODUCT
Nutritional SupplementsProtein Supplements, Health Supplements, Health Drinks, Health Food, ORS, etc
Ayurveda & HerbalHealth Supplements, Syrups, Ointments, Drops, Chyawanprash, Honey, Beauty & Personal Care etc
Beauty & Personal CareOral Care, Soap, Shower Gel, Shampoo, Conditioner, Hair Oil, Hair Serum, Hair Pack, Body Oil, Body Lotion, Talc, Moisturiser, Sunscreen, Face Serum, Tissue, Face Pack, Wipes, Hand Wash, Sanitary Napkins, Tampons Waxing & Shaving Range, Beard Oil, Beard Serum, Hand Wash, Intimate Wash Fragrance etc
Medical Devices & AidsGlucometer, Lancet/Strip, Testing Kits, Surgical, Walking Aids, Electric Heating Pad, Insuline Device, Hot & Cold Pack, Adult Diapers, Water bed, BP Monitor, Thermometer, Oxymeter, Stethoscope, Nebulizer, Pth Pen Device and other Healthcare Devices & Monitors etc
First Aid & SafetyPain Relief, Face Mask, Bandaid, Gauge, bandage, Tapes, Sanitiser, Burn Oinment, Antiseptic & Disinfectant, PPE & Safety Kit
Mother & BabyMother's Supplements, Maternity Pad, Baby Food, Baby Personal Care, Bathing essentials, Teether, Pacifier, Aspirator, Ear Syringe, Spoon, Utensil, grooming, breast pump, laundry, Feeding Bottles, Nipples, Diaper, Nursing Accessories etc
Temperature Control & Suppositories ProductInsulin, Vials, Penfills, Vaccine, Suppositories tablets & other products which needs cold storage
Sexual WellnessCondoms, Lubricants, Fertility Kit, Supplements, Pregnancy Kit, Vibe Rings, Sexual Boosters etc

Return Process


  • Customers may initiate a return or refund request from HealthcareNow App. All requests must be supported by appropriate documentation, including clear photographs and/or videos of the product, outer packaging, invoice, batch number, and the claimed issue, along with a brief explanation. HealthcareNow reserves the right to reject any request where sufficient or accurate proof is not provided or where documentation is found to be misleading.


  • Upon receipt of the request, HealthcareNow’s Customer Care team shall verify the authenticity and validity of the request within 72 (seventy-two) business hours.


  • If the request is found to be valid, HealthcareNow shall initiate the return and refund process. Refunds shall be processed only after confirmation is received from the concerned vendor regarding the returned product.


  • Where applicable, HealthcareNow shall arrange a reverse pickup. Customers must ensure that the product is securely packed in its original manufacturer’s packaging.


  • Approved refunds shall be processed within 7 (seven) days from the date of reverse pickup.

    Note: In the event of frivolous, false, or unjustified complaints, Healthcarenow reserves the right to initiate appropriate legal action. The customer shall be solely responsible for all costs incurred in this regard.


Refund Process (Medicines & Products)


  • Refunds are initiated only after verification and vendor confirmation.


  • Refunds shall be processed and money will be credited your respective bank account or credit card or wallet.



Medical Tests – Refund Policy


Refund requests for medical tests may be raised only under the following conditions:


  • The patient suffers a haematoma or prick-related injury.


  • The test report is challenged and no reasonable clarification is provided by HealthcareNow or the diagnostic centre.


  • Report delivery is delayed beyond 72 hours without reasonable justification.


Refund requests must be raised within 72 hours of sample collection or report generation.


Online Consultation – Refund Policy


Refunds for online consultations are applicable only if the consultation query is not responded to within the specified timeline.


  • Refund requests must be raised within 72 hours from submission of the query or receipt of response


  • Approved refunds shall be credited to the customer’s bank account


  • Refunds shall be completed within 7 (seven) days.


Cancellation Policy


  • Orders may be cancelled prior to shipment through HealthcareNow App or by contacting customer support.


  • Orders cannot be cancelled once dispatched. If you still want to cancel, please contact customer support.


  • HealthcareNow reserves the right to cancel orders due to: Product unavailability, Quantity limitations, Operational or supplier-related issues.


  • Refunds shall be processed and money will be credited your respective bank account or credit card or wallet within 72 hours of cancellation request.


Shipping Charges


  • HealthcareNow shall bear return shipping costs for damaged or defective products.


  • Customers shall bear shipping costs for returns due to personal preference, where applicable.


Customer Support


For assistance with returns, refunds, or cancellations, customers may contact via call on 9160202021 or WhatsApp 9160202025 or send email to support@healthcarenow


Support Hours: Monday to Saturday (excluding public holidays)