This Return, Refund & Cancellation Policy ("Policy") governs all transactions conducted on the Medikabazaar Platform.

This Policy applies strictly to Business-to-Business (B2B) transactions. All returns, refunds, and cancellations are subject to this Policy and the Platform Terms & Conditions.

1. ORDER CANCELLATION

1.1 Cancellation Window

Order cancellation is permitted only if the request is initiated before the order enters the 'pick-pack' stage of the fulfillment process. Once an order has transitioned to the pick-pack or dispatch stage, the order is deemed processed and cancellation is no longer permitted.

1.2 Non-Cancellable Orders

Notwithstanding the fulfillment stage, the following order types are strictly exempt from cancellation:

• Custom & Special Orders: Products that are manufactured, customized, or specially procured based on the Buyer's unique specifications.
• Bulk Orders: Large volume orders processed under specific commercial terms.
• Temperature-Sensitive Items: Any products requiring specialized cold-chain logistics that have already been allocated for transport.

1.3 Cancellation Process

To initiate a cancellation request, the Buyer must utilize one of the following official channels:

• Account Dashboard: Navigate to My Account → My Orders → Select the relevant Order ID → Click on "Cancel" for eligible orders.
• Email Support: Send a formal request to chemist@medikabazaar.com containing the Order ID, Invoice Number, and the specific reason for cancellation.

All cancellation requests are subject to verification of order status. Medikabazaar reserves the right to reject requests where the order has already entered the pick-pack stage.

2. RETURN ELIGIBILITY

Returns are not accepted as a general rule and will only be considered under the specific circumstances listed below. Each request is subject to verification and approval by Medikabazaar to ensure the integrity of the medical supply chain.

2.1 Valid Grounds for Return

A return request, partial or in full may be initiated only if the product delivered meets one of the following criteria:

• Transit Damage: The product is substantially damaged upon arrival.
• Manufacturing Defect: The product has a functional or physical defect originating from the manufacturing process that renders it unfit for its intended use.
• Incorrect Product Supplied: The item received does not match the SKU, model, or specifications detailed in the confirmed Order and Invoice.
• Incomplete Order: The shipment is missing specific items or accessories listed on the packing slip.
• Insufficient Shelf Life: The product received has a remaining shelf life that falls below the industry-standard threshold or the specific threshold agreed upon at the time of purchase.

In cases of returns, only those products meeting the above criteria shall be returned/replaced. The entire consignment cannot be returned/replaced for partial products meeting the above criteria.

2.2 Non-Eligible Returns

Returns will not be accepted in the following cases:

• Change of Mind: Requests based on a subjective preference change or a decision that the product is no longer required after the order has been processed.
• Excess Ordering: Errors made by the Buyer during the procurement process regarding quantity, sizing, or technical specifications.
• Improper Handling or Storage: Damage, contamination, or degradation resulting from the Buyer's failure to provide adequate storage conditions or handling as per the manufacturer's instructions.
• Buyer-side Compliance Issues: Any inability to use or sell the product due to the Buyer's licensing status, regulatory non-compliance, or changes in local law applicable to the Buyer's operations.

2.3 Non-Returnable Products

Due to safety, hygiene, and stringent healthcare regulatory requirements, the following categories are strictly non-returnable. The only exception is if the return is necessitated by an "Incorrect Product Supplied" error by Medikabazaar:

• Sterile Products: Any items where the sterile seal has been broken, or the primary packaging has been compromised.
• Temperature-Sensitive Products: Cold-chain medications, reagents, or biologics that require specific climate-controlled storage and transport.
• Single-Use Medical Items: Consumables and disposables intended for one-time use.
• Customized or Specially Procured Orders: Products that were manufactured to unique specifications or sourced specifically for the Buyer's account.
• Scheduled / Narcotic / Prescription-Controlled Drugs: Once these products leave a secure, monitored warehouse, they cannot safely re-enter the commercial inventory stream.

2.4 Condition of Goods for Approved Returns

Even where a valid ground for return exists, items must be returned in their original, unused condition, including all original packaging, manuals, and accessories. Any product that has been tampered with or altered will be disqualified from the return and refund process.

3. RETURN TIMELINES

3.1 Reporting Timelines

Issues that are externally visible or detectable upon delivery must be reported within 48 hours of the delivery timestamp. This includes:

• Transit Damage: Physical damage to the product or its primary packaging sustained during shipping.
• Incomplete Orders: Missing items or partial deliveries where the quantity received does not match the invoice.

3.2 Standard Reporting (Defects & Incorrect Supply)

Issues related to the internal quality or nature of the product must be reported within 7 calendar days of the delivery timestamp. This includes:

• Manufacturing Defects: Functional failures or manufacturing errors discovered upon initial inspection.
• Incorrect Product: Delivery of a product that does not match the specifications, SKU, or description listed on the order confirmation.
• Insufficient Shelf Life: Products received with a remaining shelf life that falls below the industry standard or the specific threshold agreed upon at the time of purchase.

3.3 Finality of Timelines

The delivery timestamp provided by Medikabazaar's logistics partner shall serve as the official start time for all reporting windows. Any request raised after the expiration of these periods will be considered invalid. The Buyer is deemed to have accepted the products in their delivered condition if no report is filed within the relevant timeframe.

3.4 Documentation Deadline

While the initial intent to return must be communicated via the Account Dashboard or Email within the windows specified above, the Buyer must provide all requested supporting documentation (including high-resolution images, unboxing videos, and invoice copies) within 24 hours of the initial report to prevent the ticket from being automatically closed.

4. RETURN PROCESS

To initiate a return process, the Buyer must submit a formal request within the reporting timelines specified in this Policy. All requests must be directed to the Medikabazaar support team via email at chemist@medikabazaar.com. Requests initiated through unauthorized channels or after the expiration of the reporting window will not be entertained.

Required Documentation and Evidence:

To enable a timely and accurate assessment of the claim, the Buyer is required to provide the following documentation at the time of the request:

• High-quality photographs and/or videos clearly showcasing the transit damage, manufacturing defect, or the incorrect product received. For incomplete orders, images of the received package and its contents are mandatory.
• Photo of the shipping label / Delivery of Proof with order reference.
• Copy of the Commercial Invoice.
• A detailed description of the defect or discrepancy.
• Any additional documents required for customs or regulatory review.

Medikabazaar reserves the right to seek further clarification before approving any request. Incomplete or inaccurate submissions may lead to rejection. The decision of Medikabazaar regarding the validity of a return request, based on the provided documentation and quality inspection, shall be final and binding.

5. RETURN CONDITIONS

5.1 General Condition Standards

To qualify for a return or replacement, all products must be returned in their original, unused, and unaltered condition. The Buyer is responsible for ensuring that the products are handled with care while in their possession. Any sign of use, wear and tear, or external damage occurring after the risk has transferred to the Buyer will result in the immediate rejection of the return request.

5.2 Packaging and Documentation

Returned items must be sent back in their original manufacturer's packaging. This includes, but is not limited to:

• Original outer boxes and protective internal padding.
• All accessories, peripherals, and components included in the initial shipment.
• User manuals, warranty cards, and certificates of analysis/compliance (if applicable).
• All original labels, serial numbers, and "tamper-evident" seals must be intact and clearly visible.

5.3 Sterile and Sealed Products

Given the nature of healthcare products, specific standards apply to sterile and hygiene-sensitive items:

• Sealed Items: Any product that is protective sealed for health protection or hygiene purposes (e.g., sterile disposables, surgical kits) is ineligible for return if the seal has been broken or tampered with after delivery.
• Temperature-Controlled Goods: Products requiring specific cold-chain or climate-controlled storage must show evidence of continuous compliance with storage requirements to be considered for return in cases of "Incorrect Product Supplied."

5.4 Quality Inspection (QC) Process

All returned products are subject to a mandatory quality inspection by the Medikabazaar technical team or authorized manufacturer representatives. This inspection will verify:

• Consistency of serial numbers/batch numbers with the original invoice.
• The physical integrity of the product and its packaging.
• Functionality (in the case of reported manufacturing defects).

Rejection of Non-Compliant Returns

If a returned product does not meet the standards outlined in this section, Medikabazaar reserves the right to:

• Reject the return and deny the refund or replacement.
• Return the product to the Buyer at the Buyer's sole cost and expense.
• Dispose of the product if it is deemed a biohazard or safety risk due to improper handling by the Buyer, without any liability for compensation.

5.6 Finality of Decision

The decision of Medikabazaar regarding the condition of the returned goods and their eligibility for refund or replacement shall be final and binding on the Buyer. No further claims will be entertained once the Quality Inspection report is finalized.

6. REFUND & REPLACEMENT

6.1 Preferred Resolution: Replacement

Medikabazaar prioritizes the replacement of goods for all valid return requests involving transit damage, manufacturing defects, or incorrect supply. A replacement will be initiated immediately following the successful quality inspection of the returned item, subject to stock availability. In the event that a replacement is unavailable, the Company may, at its sole discretion, offer a substitute product of equivalent value or proceed with a refund.

6.2 Refund Conditions

Refunds are granted only after a thorough quality inspection (QA) at the Medikabazaar facility. The Company reserves the right to reject a refund request if the product is found to be used, tampered with, or if the original packaging is damaged. The final decision regarding the eligibility for a refund rests solely with Medikabazaar and shall be binding on the Buyer. For scheme-based offers, any return request may lead to adjustment or reversal of the applicable free product, discount or promotional benefit.

6.3 Refund Mode

Where a refund is approved, Medikabazaar may issue the credit in one of the following forms at its discretion:

• Original payment source
• Credit note / wallet
• Coupon or future purchase credit

6.4 Processing Timelines

Once a refund is approved following the quality inspection, the initiation of the credit typically occurs within 14 business days. Please note that the time taken for the refund to reflect in the Buyer's bank statement is subject to the processing cycles of the respective financial institutions and payment aggregators.

6.5 Limitation of Liability

Medikabazaar's maximum liability for any refund or replacement claim is limited to the invoice value of the specific product(s) in question. No secondary or consequential damages arising from delayed refunds or product unavailability shall be entertained.

7. RETURN LOGISTICS

No products shall be returned without prior written approval from Medikabazaar. Unauthorized return shipments will be rejected, and all associated costs and risks will be borne by the Buyer.

Return shipping responsibility depends on the nature of the return:

• Medikabazaar Error: In case of incorrect product, defect, or transit damage, Medikabazaar may arrange reverse pickup or reimburse reasonable shipping costs (with prior approval).
• Other Returns: In all other eligible cases, return shipping and related costs shall be borne by the Buyer.

The risk of loss or damage to returned products remains with the Buyer until the products are received and accepted by Medikabazaar. Medikabazaar shall not be liable for any loss, theft, or damage during return transit.

The Buyer must ensure that products are securely packed (preferably in original packaging or equivalent) to prevent damage or contamination. Returns may be rejected if products are received in damaged condition due to improper packaging.

Where Medikabazaar arranges reverse logistics, the Buyer must ensure that the products are available for pickup at the agreed time and location. Failure to do so may result in cancellation of the return request or additional charges.

8. RISK & RESPONSIBILITY

In accordance with the Platform Terms and Conditions, the risk of loss or damage to the products transfers to the Buyer at the time of delivery. Medikabazaar shall not be held liable for:

• Improper Storage: Any degradation in product quality or safety resulting from the Buyer's failure to adhere to specified storage conditions (e.g., cold chain requirements).
• Product Misuse: Any claims arising from the improper use, handling, or unauthorized alteration of the products by the Buyer or third parties.
• Regulatory Non-compliance: Any issues arising from the Buyer's lack of valid licenses, permits, or regulatory approvals required to purchase, stock, or utilize medical products.

9. GOVERNING POLICY

This Policy is an integral part of the Medikabazaar Terms & Conditions and Privacy Policy. It must be read and interpreted in conjunction with those documents. In the event of any conflict between the provisions of this Policy and the general Terms & Conditions, the provisions of the Terms & Conditions shall prevail.

10. POLICY AMENDMENTS

Medikabazaar reserves the right to modify, amend, or update this Policy at its sole discretion. Any changes will be updated on the Platform, and the version of the Policy in effect at the time of order placement shall govern that specific transaction.

11. CONTACT

For all inquiries, order cancellations, or return requests, Buyers must use the following official communication channels. Please note that requests sent to other departments or via social media may not be recognized as valid notice.

Email: chemist@medikabazaar.com