Cancellation and Return

Returns Policy:

Shalby Homecare strives to deliver correct medicines/items in the right/undamaged condition every time the customer places an order. We strongly recommend our customers to check the condition of the delivered products at the time of delivery and get back to us if there are any discrepancies.

Please note that the window to raise a return request is open till 48 hours after the order has been delivered. The items are eligible for a return under the following circumstances.

• Product(s) delivered do not match the order: This would include items that are different from what the customer ordered.
• Product(s) were delivered in damaged/non-working condition.
• Product(s) have missing parts or accessories or different from their description on the product page.
• Product(s) are returned in original packaging i.e. with labels, barcode, price tags, original serial no. etc.
• Batch number of the product(s) being returned matches with the one(s) mentioned in the invoice.
• Product(s)/medicines(s)/bottle(s) are unused. Opened medicine strip(s)/bottle(s) are not eligible for returns.
• The damages/defects are covered under the manufacturer’s warranty.

 

Certain categories of products are not eligible for returns:

Categories	Type of products
Temperature controlled medicines	Vials, Injections, Pen-fills, Vaccines or any other products or specialty medicines requiring cold storage
Baby Care	Breast Pumps, Diapers, Ear Syringes, Wipe Warmers, Bottle Nipples
Food and Nutrition	Health supplements and drinks
Healthcare devices	Glucometer Lancet, Healthcare Devices, Surgical, Health Monitors
Personal Care	Oral Care (Toothbrushes, toothpastes, mouthwashes etc); Feminine Hygiene (Sanitary Pads, Panty Liners, Menstrual Cups etc.);
Family Nutrition	Infant Baby Food, Toddlers’ and Kids’ Health Drinks
Health Care Products	Ayurveda Products, Pain Relief Products, Herbal Supplements, Medical Supplies, Adult Diapers

 

In case these items are received as damaged, customers are requested to contact the customer care and a refund would be issued post verification. We might ask for pictures/video for verification purpose.

Return Process: If your order is eligible for a return, you can raise a return request within 48 hours from the date of delivery. All returns are reviewed for eligibility and refund is subject to review and verification by Shalby Homecare team.

• Login to app and feel free to raise a ticket via App >> My Account >> Help & Support>> “Return my order”> and initiate / intimate return
• Upon eligibility verification, Shalby Homecare will initiate return and intimate the collection of product(s) to be returned. Return pick up should happen within 3 days of raising the return request.
• The customer is required to handover the product in original packaging.

Refund will be initiated once Shalby Homecare receives the product and verifies the same.

Payment, Cancellation and Refund Policy:

Payment

• Shalby offers online mode of payment. You may use internet banking or debit/credit card for making payment for any service charges. You shall be directed to our trusted payment gateway partners once you proceed to make payment of any service Fees.
• Shalby shall not be liable in any manner whatsoever, if incorrect or inaccurate credit / debit card details are provided by you for making the payment of service Fees or you use a credit/ debit card which is not lawfully owned by you or if you permit a third party to use your password or other means to access your account.
• Shalby shall keep the aforesaid information confidential at all times and shall not utilize and share the same with any of the third parties unless is an authorized third party digital platform and / or required by law regulation or court order.

Cancellation of any service shall be acceptable only if the Customer informs Shalby Homecare within 12 hours from the time of booking. You are allowed to reschedule as per your convenience. Payments for booked service made directly on the Platform will be processed as provided in the ‘Refunds’ section below.

Service	Category	Booking Deadline	Reschedule & Cancellation Deadline
Doctor Consultation	Home Visit	Next 24 hour to next 15 days	4 hour before consult time
	E Consult	Next 30 minutes to 1 hour	No Cancellation
Pharmacy	Cold Chain	Next 48 hours to next 15 days	Drug can be cancelled same day or before 48 hours of delivery time
	Non-cold chain	Next 48 hours to next 15 days	Drug can be cancelled same day or before 6 hours of delivery time
Medical Equipments	Schedule	Next 24 hour to next 15 days	12 hours before proposed delivery.
Physiotherapy	Schedule	Next 24 hour to next 15 days	12 hours before proposed service time.
Pathology	Schedule	Next 24 hour to next 15 days	8 hours before proposed service time.
	Instant	Next 1 hour to 05 hours	No Cancellation
Nursing/Attendant	Schedule	Next 24 hour to next 15 days	12 hours before proposed service time.

 

Refunds

1. Refunds for all eligible cancellations are issued through NEFT irrespective of mode payment by patient. You will not receive cash refunds in the case of Pay at Home.
2. Refunds cannot be processed to third-party accounts. The name on your Shalby Homecare account should match with the name of the bank account holder.

• Refunds will only be made against genuine and trackable cancellation requests generated by you by clicking on the cancellation button provided in the App’s user dashboard in your Shalby Homecare account. Refund request against delays, nature of advice obtained, efficacy of treatment, health outcomes of consultation will not be entertained.

1. Refunds may be processed within 15 working days from the receipt of a request from you. All communications with regards to refund should be sent to homecare.corp@shalby.in
2. No refund for any eligible cancellation will be processed beyond 6 months of placing a cancellation or return request. However in exceptional circumstances, you may claim a refund beyond this stipulated period at the sole discretion of Shalby. The refunds for such exceptional circumstances will be in the form of “health credits” that you may be able to use for purchase of goods and services from the same company.
3. Shalby Homecare / third party sellers on the Platform reserves the right to modify / implement a new pricing structure at any time prior to billing you for your initial payment of the Fees or for future payments of the Fees.

• No refund will be applicable on Covid Treatment.

Refund Timelines

1. The time frame for different payment modes is typically 5-7 business days post the cancellation request has been received and verified by Shalby Homecare, subject to sub-clause (ii) below.
2. Refund timelines depend on bank turnaround times and RBI guidelines. This may change from time to time. Business days shall mean any day of the week (excluding Saturdays, Sundays and public holidays) on which commercial banks in India are open for business. Considering limited manpower at banks due to COVID-19, refund timelines might vary.

• For orders placed using Pay at Home as the payment method, refunds can be processed to your bank account via National Electronic Funds Transfer (NEFT) .There will be no cash refund.

1. 1. You will need to update the following information to enable us to process a refund to your account.

• The Bank Account Number
• Bank & Branch Name
• IFSC Code
• Account Holder's Name

1. 1. To the extent permitted by applicable law, Shalby Homecare will not be liable for any delay caused in refunds due to delay by third party affiliates (including banks), in providing information by the customer, technical issues and other reasons beyond its control.