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Return and Refund Policy

Effective Date: [Insert Date] | Last Updated: [Insert Date]

Overview

HonestHealth is committed to providing fair and transparent refund policies for both our telemedicine consultations and pharmacy services. This policy outlines the terms and conditions for refunds, returns, and cancellations.

Telemedicine Consultation Refunds

Current Free Consultation Policy

  • All consultations are currently provided free of charge
  • No refunds applicable as no payment is required
  • When we introduce consultation fees in the future, this policy will be updated accordingly

Future Full Refund Eligibility

  • Cancellation made at least 30 minutes before scheduled consultation
  • Technical issues preventing consultation completion (from our end)
  • Doctor unavailability or emergency cancellation
  • Platform maintenance affecting scheduled consultations

No Refund Situations

  • Cancellations made less than 30 minutes before appointment
  • Patient no-shows or failure to join consultation
  • Technical issues from patient's end (internet, device problems)
  • Consultations completed as scheduled

Medication Return and Refund Policy

Important Safety Notice

Medications generally cannot be returned due to safety and regulatory requirements under the Drugs and Cosmetics Act, 1940. Once medications leave our pharmacy, we cannot accept returns for safety and contamination prevention.

Exceptional Return Circumstances

We will provide refunds/replacements only in the following cases:

Product Quality Issues:

  • Damaged medications received (broken, crushed, leaked)
  • Expired medications delivered
  • Wrong medication dispensed
  • Incorrect dosage or quantity
  • Manufacturing defects or recalls

Delivery Issues:

  • Non-delivery despite confirmation
  • Delivery to wrong address due to our error
  • Package tampering or damage during transit
  • Cold chain medications delivered warm

Prescription Errors:

  • Doctor prescription changes before delivery
  • Medical contraindications discovered after ordering
  • Duplicate orders placed in error

Non-Returnable Situations

No refunds will be provided for:

  • Change of mind after delivery
  • Side effects or adverse reactions (consult doctor instead)
  • Duplicate orders due to patient error
  • Medications delivered to correct address per patient instructions
  • Properly dispensed medications per valid prescription
  • Patient unavailability during scheduled delivery

Return Request Process

To request a return/refund:

  1. Immediate Reporting: Contact us within 24 hours of delivery
  2. Photo Evidence: Provide clear photos of damaged/incorrect items
  3. Original Packaging: Keep medications in original sealed packaging
  4. Prescription Copy: Provide copy of original prescription if applicable

Contact Methods

  • Phone: [PHONE NUMBER] (Available 24/7)
  • Email: returns@honesthealth.com
  • WhatsApp: [WHATSAPP NUMBER]
  • In-App: Use the return request feature in your account

Verification Process

  1. Initial Assessment: Customer service reviews request within 2 hours
  2. Pharmacist Review: Licensed pharmacist evaluates eligibility
  3. Photo Verification: Quality team reviews provided evidence
  4. Decision Communication: Approval/denial communicated within 6 hours
  5. Collection/Replacement: Approved returns collected and replacements dispatched

Refund Processing

Approved Refund Timeline

  • Return Approval: Within 6 hours of request
  • Quality Verification: 24-48 hours after product collection
  • Refund Processing: 2-3 business days after verification
  • Credit to Account: 3-7 business days depending on payment method

Refund Methods

Original Payment Method:

  • Credit/Debit cards: 3-7 business days
  • UPI/Digital wallets: 1-3 business days
  • Net banking: 3-5 business days
  • Cash on delivery: Bank transfer within 7 days

Alternative Options:

  • HonestHealth wallet credit (instant)
  • Replacement medication of equal value
  • Store credit for future purchases

Contact Information

Customer Service

  • Email: support@honesthealth.com
  • Phone: [PHONE NUMBER]
  • Hours: 24/7 for urgent issues

Specialized Support

  • Refund Queries: refunds@honesthealth.com
  • Pharmacy Returns: returns@honesthealth.com
  • Escalation: grievance@honesthealth.com

Important Note: This policy is subject to applicable Indian laws and regulations. In case of any conflict between this policy and regulatory requirements, the legal requirements will prevail.