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Online Payment & Shipping Terms and Conditions for Isha Health Solutions Online Medicine Sales

Effective Date: 29 October 2021

These terms and conditions apply to the User (“You”/“Your”) who uses the online payment and shipping services provided by Isha Foundation (“We”/“Us”/“Our”) for Your prescribed medication. Kindly read the following terms and conditions carefully as these terms constitute an agreement between You and Isha Foundation. By placing an order, You agree to be bound by these terms and conditions. It is Your responsibility to have read these terms and conditions before using any of Our services.

Only persons who can enter into a legally binding contract under the Indian Contract Act (1872) can use Our services and/or transact with Us.

We reserve the right to amend these terms and conditions at any time without giving prior notice.

1. Orders:

1.1 Upon receipt of Your prescription, we will send you an estimate of the cost of Your medicines.

1.2 Medicines offered are subject to availability. In case an order is placed for which we do not have available stock, we will cancel the order and refund the amount or we will refund the difference in cost if an alternative is available (please see below for Our refund policy).

1.3 The prices are subject to change at Our sole discretion.

1.4 The prices are inclusive of Goods and Services Tax (GST) or any other alternate indirect tax, but do not include delivery charge.

2. Payment:

2.1 Only Indian cards and Indian methods of payment are accepted.

2.2 Payment can be made using Your debit/credit card, Netbanking, Wallet & UPI.

2.3 You can make online payment at the time of placing the order with Us through Our Payment Gateway Service Providers.

2.4 Upon completing a transaction using the online payment service, You will be presented with a confirmation screen verifying the transaction details You wish to process.

2.5 Once a payment has been made, it cannot be cancelled.

2.6 In the event a transaction has failed or is incomplete, wherein your account has been debited but the amount has not been credited to Our account, the transaction will be reversed by Your bank within the time period specified by the Reserve Bank of India. In case of any delay in crediting your account with any such amount, please contact Your bank.

3. Refund & Cancellation Policy:

3.1 There will be no refund under any circumstances at any point on cancellation of order once payment has been made.

3.2 The amount will not be transferable nor do We provide store credit.

3.3 Refunds shall only be made in the following specified circumstances: where the cancellation has been done on Our part as a result of unavailability of stock; where Your delivery location is unavailable; and for returned medicines subject to terms and conditions specified in clause 5.

3.4 Refunds will be sent to the same card/bank account from which the payment was made. In case it is not possible for Our Payment Gateway to send the refund to the same card/bank account due to the expiry of the refund window, We will request You to provide an image of a canceled cheque, using which We will send the refund amount through online fund transfer.

3.5 The refund process will take 4 weeks from the receipt of the returned goods or cancellation made on Our behalf.

4. Shipping & Delivery:

4.1 All dispatches are within India ONLY.

4.2 Shipping charges are as per the rates charged by Our courier service providers. The list of locations serviced by Us is available here:

Delhivery: https://maps.delhivery.com/#/containment-2022

4.3 For orders where the delivery location is not serviceable, we will cancel the order and refund the amount paid to Us.

4.4 You will be notified by email once the medicine(s) has been dispatched along with the courier tracking link.

4.5 We aim to dispatch Our medicines within 48-72 hours of placing Your order. In some circumstances, it may take 3-7 working days depending on the medicine’s availability.

4.6 Some medicines which are unavailable and need to be produced, may take longer to dispatch. You will be notified in such cases.

4.7 Though We aim to deliver within the communicated time frame, delivery may take longer due to unexpected events, government regulations and the ongoing COVID-19 pandemic.

5. Return and Replacement:

5.1 Replacements will be provided in the following circumstances, subject to written confirmation and approval by Us via email:

  • Genuine defect or damage in the medicine received;

  • Package damaged in transit;

  • In case the wrong medicine has been shipped to You.

5.2 No replacement will be given in the following circumstances:

  • If the medicines returned are used or damaged;

  • If You change Your mind after purchase or on receipt of the medicine;

  • If the medicine is returned without a written confirmation from Us via email;

  • If the medicine is not returned through Our courier service provider.

5.3 Damaged packages:

In case the package appears damaged, crushed, wet or leaked from the outside, please do not accept the package from the delivery person. It is most likely damage-in-transit and should not be accepted from the courier company. However, if You discover the damage once You open the parcel, please report the damage to Us within 24 hours of the delivery of the medicine through email (pharmacy.courier@ishafoundation.org), describing the damage as mentioned below, along with images of the parcel.

 

5.4 Replacement procedure:

Step 1: All eligible replacement requests need to be notified to Us by email to pharmacy.courier@ishafoundation.org within 48 hours of the delivery of the medicine(s). Please mention the following information in the email:

  • Invoice Number;

  • Your email ID registered with Us;

  • Name of the damaged medicine and quantity damaged;

  • Description of the issue;

  • Clear photos of the package and the damaged medicines.

 

Step 2: We will review Your replacement request and confirm if the request is approved by email, within 48 hours.

Step 3: If replacement is approved, We will arrange to pick up the medicine(s) through Our courier service provider who will deliver it back to Us.

Step 4: After the receipt of Your parcel, We will verify the medicine(s) and authorize it for replacement within 3 working days, if the medicine(s) are found to be in the condition as described.

Step 5: Once approved, We will ship the replacement medicine(s) within 48 hours. In case the replacement medicine is not in stock, We may contact You to choose alternate medicines or refund the purchase cost to You. Please note, the refund process will take 4 weeks.

5.5 We do not accept any direct medicine returns. All approved replacements need to be picked up by Our courier service provider. Any medicine sent by customers directly to Us, will not be accepted and returned back and there will be no refund for such returns.

5.6 Replacement medicine will be shipped within 48 hours of the receipt of the original medicine, subject to the following conditions:

  • The medicine(s) should be unused, unsoiled and unwashed, and the seal must be unbroken.

  • The medicines should bear the original tags and should be in its original packaging.

5.7 Any returned medicine(s) received by Us that does not meet the above mentioned conditions shall not be accepted. No replacement will be provided for such medicine(s).

5.8 Replacement(s) shall be provided subject to availability of stock.

5.9 Once payment has been made You will not be able to modify, exchange or cancel an order.

6. Privacy:

6.1 The payment details provided by You shall be utilised only for the purpose of receiving the payments to be made by You to Us. In order to securely provide Our Services, we use trusted Payment Gateway Service Providers (currently CCAvenue® & HDFC Bank Ltd., but is subject to change from time to time). We do not store Your banking information with Us, therefore, You understand that the Payment Gateway Service Providers have their own Privacy Policies and Terms and Conditions in respect to the information You provide for purchase related transactions. We recommend that You read their Privacy Policies and Terms and Conditions so You can understand the manner in which Your personal information and Your banking details will be handled by these service providers here on.

6.2 Similarly, please review the Privacy Policies and Terms and Conditions of Our courier service providers to understand the way in which Your personal information will be handled by these service providers.

6.3 Please review Our Privacy Policy which also governs Your use of Our services, to understand Our practices. The personal information/data provided to Us by You during the course of Your usage of Our services will be treated as strictly confidential and in accordance with Our Privacy Policy and applicable laws and regulations of India. If You object to Your information being transferred or used, please do not proceed to use Our services.

7. Our Liability

7.1 Nothing in these Terms shall exclude Us or limit Our liability with regard to any matter for which it would be unlawful for Us to limit or exclude Our liability.

7.2 Our maximum liability to You for any loss or damage arising in connection with Your order on Our website shall be limited to the total price of Your order.

8. Contact Us:

Contact Us at pharmacy.courier@ishafoundation.org for any queries.

 
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