refund & cancellation policy
The option of return & refund is offered to the customers. All products listed under a particular category may not have the same returns policy.
- Customers can cancel a complete order before it gets delivered for a full refund + Shipping fee refund. For non-prepaid orders no refund is applicable.
- Order will get cancelled either if the customer is not able to receive the orders even after two delivery attempts, or the customer address is incorrect.
- Delivery for all shipments will be an open box delivery. Customers need to check the shipment for any missing products/visible damages at the time of delivery and can refuse to accept and/or reject those items in the order.
The returns policy is divided into two segments:
1. Return Creation, Eligibility:
- Customers can return items/orders within three days of the delivery of an order.
- Customers can create only one return request per order. Hence, customers are requested to create the return request pertaining to an order in one request.
- Customers can create a return request by contacting customer support. All the details required by the customer support should be provided for a return request to be created successfully.
- Customers can create a return request for the following reasons:
- Product Quality Unsatisfactory
- Product / Packaging Damaged
- Product nearing expiry
- Expired product delivered
- Wrong Product delivered
- Incorrect quantity delivered
- Return Pick-up & Scheduling:
- Once the return request has been created, the pick-up for the return items will be scheduled.
- Customers need to ensure that the same items which were ordered are being returned else it might lead to cancellation of the return request.
- If the customer is not able to handover the return items even after two return pick-up attempts, then it might lead to cancellation of the return request.
- Once the return items have been picked-up then the refund for the items and shipping fee will be processed.
- Refund shall be completed withing 7 working days after initiating refund request.
- Any queries/grievances regarding refund request may kindly be addressed to [email protected].
4. Exceptions to this Policy
This policy enables easy product return requests for customers through the Platform, subject to product validations at the time of pick-up and fraud prevention mechanisms. Please be aware that we reserve the right to reject the following claims if it does not meet our policies around product validation and fraud prevention:
- product undelivered.
- product/accessories missing; and
- wrong product/accessories delivered.
If the product is damaged in any way, or you have initiated the return after 30 calendar days have passed, you will not be eligible for a refund.
If anything is unclear or you have more questions, feel free to contact our customer support team at [email protected]
In accordance with Information Technology Act 2000 and rules made there under, the name and contact details of the Grievance Officer are provided below:
Mr. Vishal Kashyap
Diabakart Health & Living Pvt Ltd
Email: [email protected]
Time: Mon – Sat (10:00 – 18:00)
You may also reach out to us on Instagram @diabakart.