Return & Refund Policy
At Ask4Med, we are committed to providing the best customer experience. We understand that there may be times when you need to return a product or request a refund. This policy outlines the conditions, process, and guidelines for returning products and receiving a refund.
1. Eligibility for Return
We want our customers to be completely satisfied with their purchases. However, if you need to return a product, we’ve set out clear guidelines. Please note that returns are only accepted within 15 days from the date of delivery.
2. How to Initiate a Return
We’ve made the return process as simple as possible for our customers. Follow these steps to initiate your return:
Step 1: Login
Login to your Ask4Med account using your credentials.
Step 2: Go to "My Orders"
Navigate to the “My Orders” section where you will find a list of all your orders. Locate the order that contains the product you wish to return.
Step 3: Select the Item for Return
Click on the "Return" button next to the product you want to return. Choose the reason for the return from a dropdown list (e.g., product defect, wrong item received, damaged, etc.).
Step 4: Provide Additional Details
If required, upload clear pictures of the product, packaging, and invoice to help us assess the condition of the item and process the return request faster.
Step 5: Submit the Return Request
After submitting the return request, you will receive an acknowledgement email confirming that we have received your request. You will also be provided with return instructions and a return ID for tracking purposes.
If you are unable to process the return request via your account, please contact our customer support team through:
3. Return Process
Once your return request is approved, we will guide you through the return process to ensure that everything is handled smoothly:
Return Pickup:
If your product is eligible for return, we will arrange for pickup from your location within 24-48 hours. We partner with reliable logistics providers to ensure a smooth return process.
Product Packaging:
Please ensure the product is packed securely in its original packaging to avoid any damage during transportation. If the original packaging is unavailable, return the product in packaging that ensures the product is safely protected during transit.
Invoice/Order Number:
Place a handwritten note inside the return package with your Order Number and Invoice Number. This will help us process the return efficiently.
Processing the Return:
After we receive the returned product, our team will inspect it to ensure that it meets our return conditions. If the product is eligible for a return, we will initiate the refund process as per the terms outlined below.
4. Refund Process
After we receive the returned product, the following steps will be taken to process your refund:
Refund Timeline:
Refunds will be processed within 7-10 business days after we receive and inspect the returned product. We will notify you via email once your refund is processed.
Refund Method:
Payment via Credit/Debit Cards: Refunds will be credited to the same card used for the purchase. Please note that it may take 3-5 business days for the refund to reflect in your account.
Payment via Cash on Delivery (COD): If you paid via COD, the refund will be processed through bank transfer or wallet transfer, depending on your preference.
Other Payment Methods: For any other payment methods, the refund will be processed to the same account or wallet used during the original transaction.
Partial Refunds:
If the returned item has been used, opened, or is damaged, we may issue a partial refund depending on the condition of the product. Any products that do not meet the return eligibility will not be refunded.
5. Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect item, we want to resolve the issue as quickly as possible:
Report the Issue:
Contact us within 24 hours of receiving the product. Provide detailed information about the issue, including the order number, product name, and a brief description of the problem.
Provide Evidence:
Attach clear photos of the damaged, defective, or incorrect item. Ensure that you include pictures of the product, packaging, and any visible damage.
Resolution:
We will review your case and offer one of the following solutions:
Replacement: We will send you a replacement product at no extra charge.
Full Refund: If a replacement is not available, we will process a full refund for the product.
Free Return Shipping: In case the return is due to a defect or incorrect item, we will cover the shipping costs.
6. Cancellation Policy
We understand that sometimes, you may need to cancel an order for various reasons. At Ask4Med, we aim to provide flexibility in such cases, but we also have specific guidelines to ensure a smooth and fair cancellation process. Here are the details:
Cancellation Before Shipment
Cancellation Request:
If you wish to cancel an order before it has been shipped, you can easily do so by contacting our customer support team via email (support@ask4med.com) or phone (+91 88812 34880). Please provide the order number and request to cancel your order.
Processing the Cancellation:
Once we receive your cancellation request, our team will verify the status of your order. If the order is still in the processing stage and has not been shipped, we will cancel the order immediately. You will receive a confirmation email once the cancellation is successfully processed.
Refund for Cancellations Before Shipment:
If your order is cancelled before shipment, we will process a full refund for the order, which will be credited back to your original payment method. The refund may take 3-5 business days to reflect, depending on your payment method.
Cancellation After Shipment
Cancellation Policy for Dispatched Orders:
If your order has already been shipped or is out for delivery, we are unable to cancel it. In such cases, you will need to follow the Return Process after receiving the item.
Returning the Item:
If you receive the product and wish to cancel the order due to change of mind or other reasons, you can initiate the return process within 15 days from the date of delivery. The product must be in unused, unopened condition to qualify for a return.
Refund for Cancellations After Shipment:
If the product is returned following the cancellation request, we will process a refund based on the return eligibility (full refund or partial refund based on product condition). Refunds will be processed to your original payment method. Please note that shipping fees are non-refundable unless the return is due to a defect or our error.
Non-Cancellable Orders
Certain types of orders are non-cancellable:
Prescription Medications: Once processed, these cannot be cancelled due to legal and safety reasons.
Special Orders: Items that are customized or special-ordered for you cannot be cancelled after confirmation.
Steps to Cancel an Order
Check Order Status:
Ensure that your order has not been shipped or dispatched. If it is still in the processing stage, you can cancel it without any hassle.
Contact Customer Support:
Reach out to our customer support team with your order number and cancellation request. You can do this through:
Cancellation Confirmation:
Once we process your cancellation request, you will receive a confirmation email with details of the cancellation and refund timeline.
Return Process (for shipped orders):
If the order is already shipped or out for delivery, you will need to follow the return process. After the return is received and verified, we will initiate the refund.
Important Notes Regarding Cancellations:
Please ensure that the cancellation request is made as soon as possible. If the order is already dispatched, cancellation will not be possible.
Full refunds will be processed for cancellations before shipment. For cancellations after shipment, refunds will depend on the condition of the returned product.
Shipping fees are non-refundable, except in cases where the cancellation is due to a fault on our part (e.g., incorrect item shipped).
If the cancellation is due to a wrong item received or defective products, please refer to the Damaged, Defective, or Incorrect Items section for further guidance.
7. Exchange Policy
At Ask4Med, we currently do not offer direct exchanges for products. However, we understand that there may be times when you may wish to replace an item due to reasons such as size, color, or a change in preference. We aim to make this process as smooth as possible for you.
How to Exchange a Product
If you receive a product and wish to exchange it for another one, here’s the process you should follow:
Initiate a Return:
You will need to return the product first by following the Return Process outlined earlier.
After submitting the return request, we will process your return, and once the product is returned to us in an eligible condition, we will initiate your refund.
Place a New Order:
After we have processed your return and refunded your payment, you can place a new order for the item you wish to exchange it for.
You may place the order directly through our website or app for the new product.
The same payment process and delivery options will apply as with your initial order.
Exchanging a Damaged or Defective Product
If the product you wish to exchange is damaged, defective, or incorrect, the exchange process will differ:
Conditions for Exchange
While we don’t directly process exchanges, the following conditions apply when returning a product and placing a new order:
The returned product must meet the conditions for a return, including being unused, in its original packaging, and with the seals intact.
We do not accept exchanges for products based solely on a change of mind (e.g., if you simply no longer want the item or ordered the wrong product).
Important Notes on Exchanges
Exchanges for items such as medications, health supplements, or personal care products are not allowed unless the product is defective or incorrect.
The exchange process involves two transactions: returning the original product and purchasing a new one. This means that shipping charges and return timelines are separate from the process of receiving a new order.
8. Non-Returnable Items
Certain products are non-returnable due to hygiene, safety, or legal reasons. These items are carefully selected to ensure the health and safety of our customers, as well as to comply with industry regulations. Below is a detailed list of non-returnable items:
Opened or Used Medications:
Prescription medications cannot be returned once opened or used. This is due to safety regulations that ensure the integrity and efficacy of medicines. Opened or used medications cannot be resold, and they may be subject to contamination, which makes them unsuitable for return.
Over-the-counter (OTC) medications: If the seal of the packaging is broken or if the product has been opened or used, it becomes non-returnable for safety and hygiene reasons.
Health Supplements:
Any health supplements, including vitamins, minerals, herbal products, and protein powders, are non-returnable once the packaging is opened. These products are considered personal use items, and once opened, they cannot be resold.
If the supplement has been tampered with or opened, we cannot accept it for a return due to potential contamination or spoilage risks.
Cosmetics and Personal Care Products:
Cosmetics, skincare products, and personal care items (e.g., lotions, creams, serums, etc.) are non-returnable once the packaging has been opened or the seal has been broken. This is to ensure customer hygiene and safety.
Unopened cosmetics or personal care products in their original, sealed packaging may be eligible for return based on our general return conditions, but opened products are excluded from returns.
Custom or Special Order Products:
Products that are customized or specially ordered for you cannot be returned. This includes items that are personalized with names or any other modifications that make them unique to the customer.
Examples include customized medication packs, special-order medical equipment, or any product that has been made specifically for a customer’s request.
Gift Cards and Vouchers:
Products Marked as Non-Returnable:
Some products are specifically marked as non-returnable on our website or at the time of purchase. These may include specific sale items, clearance products, or items that have been discontinued.
If a product is clearly marked as non-returnable during the purchase process, please review the details before completing your purchase.
Intimate Health Products:
Intimate hygiene products (such as menstrual cups, sanitary pads, and other personal hygiene products) are non-returnable once opened or used, for health and hygiene reasons.
These products cannot be accepted back if the packaging has been opened, as they may be contaminated once used.
Medical Equipment & Devices:
Medical equipment such as thermometers, blood pressure monitors, glucometers, etc., are non-returnableonce the seal or packaging is opened.
Defective or damaged equipment can be addressed through a warranty or replacement process. However, we do not accept returns for opened and used medical devices.
9. Contact Us
If you have any questions about our return and refund process or need further assistance, please contact us at:
Email: support@ask4med.com
Phone: +91 88812 34880
Office Address: Ask4Med, Lucknow, Uttar Pradesh
Important Notes:
Ensure that all returnable items are properly packaged to avoid damage during return shipping.
Returns must be processed within 15 days of delivery to qualify for a refund.
Return shipping costs may apply unless the return is due to a defect or our error.
We hope that this detailed Return & Refund Policy ensures clarity and transparency in your experience with Ask4Med. Our goal is to provide you with the best service, and we will work diligently to resolve any issues to your satisfaction.