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Cancellation, Returns and Refund policy
A. Cancellation Policy
1. How can I cancel an order?
1.1 Medicines and Healthcare Products
An order for medicines or healthcare products can be cancelled from the ‘Order Details’ screen on the Living Healthy 24 website/ app (‘Platform’) or by calling our customer care number 8448449671. Else, you can refuse it at the time of delivery and a refund will be processed as per the Refund Policy.
1.2 Diagnostics /Lab Test
A diagnostic/ lab test can be cancelled anytime unless it is marked ‘Sample Collected’ by the third-party phlebotomist. Else, you can refuse sample pick up at the collection location and a refund will be processed as per the Refund Policy.
B. Return Policy
1. What is the time period for return of orders
1.1 Medicine Orders
We have product specific return policy. The return window ranges from 0-30 days from the date of delivery. The information regarding the return policy can be found on the product page. Please check the return policy before placing any order.
1.2 Healthcare Products
All the healthcare products ordered from the Platform can be returned within 2 days from the date of delivery.
2. Which Products are not eligible for Returns?
2.1 Products Not Eligible for Return- The products shall not be eligible for a return under the following circumstances-
3. Additional Note –
3.1 Items marked as "Non-Returnable" on the product detail page or items whose return window has expired cannot be returned. If such an item is indeed returned along with another returnable item, Living Healthy 24 will disallow a refund or return of the “Non-Returnable” product to you when return department verifies the returned item(s).
4. How to Return?
4.1 You can raise a return request within the time frame mentioned above by following these simple steps on the Platform:
4.2 You can also place a request for return of any product by calling the customer support at 8448449671.
4.3 After your return request is processed, we will pick up the return items as per the following timelines:
4.4 Please keep the return package ready in its original packaging with all the labels intact. You are also requested to keep a copy of the invoice/ bill handy for verification.
C. Refund Policy
1. When can I expect the amount to be refunded?
1.1 Please note that the refund amount mentioned at the time of return on the Platform is an estimate and will be finalised after completion of verification. Once the pick-up is completed and the product is verified by return department, a refund of the total amount paid for the products returned by you will be initiated for eligible returns as mentioned above.
1.2 Refund will be initiated only post successful verification of the products by return department. Please note that the verification process may take:
1.3 The amount is expected to reflect in your account after completion of verification from return department as per the following timelines:
Method of Payment
Refund Timeframe (after successful verification from third party pharmacy/ vendor)
Living Healthy 24 wallet and Cash on Delivery [Note: refunds for cash on delivery orders shall be reflecting in your Living Healthy 24 wallet.]
1 business day
1-2 business days
2-4 business days subject to the bank turnaround time and RBI Guidelines.
1-2 business days
1.4 You understand and acknowledge that we reserve the rights to claim back any refund that has been processed by us as a result of fraudulent activities such as return of wrong products or wrong quantity of the products.
D. Assured Delivery Cashback Eligibility:
1. Kindly note the following criteria for eligibility for assured delivery Cashback:
1.1 Delivery assurance is for the date of delivery and not for the time of delivery.
1.2 Cashback is applicable only for orders with value more than INR 500/-
1.3 Applicable in select pin-codes only, the customer shall be informed of his eligibility at the time of placing the order on the checkout page.
1.4 If eligible, cashback will be processed within 48 hours of order delivery/completion.
1.5 Orders, where delay is from customer's end, will not be considered for the cashback.
* Local Cities are the cities where our warehouses are present i.e. Kolkata