Refund & Return Policy
Effective Date: 22 October 2026
1. Introduction
At Medisils, customer satisfaction, product quality and safety are important to us.
As our products include herbal and nutraceutical lozenges intended for consumption, we follow a return and refund process designed to protect product hygiene, quality and customer interests.
2. Return Eligibility
For hygiene and safety reasons, Medisils products are generally non-returnable once delivered, except where a return, replacement or refund is required under applicable law or approved under this policy.
You may be eligible for a resolution if:
- You receive an incorrect product.
- The product is damaged during delivery.
- The package contains missing items.
- The product is expired at the time of delivery.
- The product has a verified manufacturing defect or quality issue.
3. Non-Returnable Products
We generally do not accept discretionary returns for:
- Opened or partially consumed products.
- Products with broken or tampered seals caused after delivery.
- Products damaged due to improper storage or handling.
- Products returned solely due to personal taste preferences.
- Products purchased from unauthorized sellers, where the request should be directed to the original seller.
These restrictions do not affect remedies available under applicable consumer protection laws.
4. Reporting Damaged, Incorrect or Missing Products
Customers are requested to report visible delivery-related issues within 48 hours of receiving the order.
Please provide:
- Order number.
- Registered contact details.
- Description of the issue.
- Clear photographs of the product and outer packaging.
- An unboxing video, if available.
Retain the original packaging and affected products until the claim is reviewed.
Reports received after 48 hours may still be considered where required by law or where the nature of the defect reasonably justifies later reporting.
5. Return Verification
After receiving a complaint, our customer support team may review the order information, product photographs, batch details and other relevant evidence.
Additional information may be requested to verify the issue.
Where appropriate, Medisils may arrange collection of the affected product for quality assessment.
6. Refunds and Replacements
For verified eligible claims, Medisils may offer:
- Replacement of the affected product.
- Refund of the affected product value.
- Another appropriate resolution agreed with the customer.
The resolution will depend on the nature of the complaint, product availability and applicable consumer rights.
7. Refund Processing
Once a refund is approved, it will be initiated through the original payment method wherever possible.
Proposed refund processing period: 5–7 business days after approval.
The time taken for the refunded amount to appear in the customer’s account may depend on the payment provider or banking institution.
8. Order Cancellation
Customers may request cancellation before their order is dispatched.
If an eligible prepaid order is cancelled before dispatch, the refund will be initiated to the original payment method.
Once an order has been dispatched, cancellation may not be possible. Any subsequent issue will be handled according to the applicable return and refund provisions.
9. Undelivered or Lost Orders
If an order is confirmed lost in transit or cannot be delivered for reasons attributable to Medisils or its logistics partner, the customer may be offered a replacement or refund, as appropriate.
Orders returned due to incorrect or incomplete customer-provided addresses may require additional verification or delivery charges before reshipment, subject to applicable law.
10. Bulk and Distributor Orders
Bulk, wholesale and distributor orders may be subject to separately agreed commercial terms.
Any product defects, shortages or delivery discrepancies should be reported according to the applicable purchase agreement and relevant legal requirements.
11. Contact Us
For refund, replacement or return assistance, please contact:
Medisils – Medilab Healthcare Pvt. Ltd.
Email: info@medilabhealthcare.com
Phone: +91 7083656161
Address: Gat No. 64, Sawaradari, Opp. Philips, Chakan, Khed, Maharashtra – 410501, India.
