Refund policy

Refund & Return Policy — MEDESSENS

Last Updated: August 31, 2026

At MEDESSENS, we strive to provide high-quality medical essentials, educational products, apparel, and accessories. Every order is processed and packed with care. However, if you receive a product that is damaged, defective, incorrect, incomplete, or otherwise eligible for return under this policy, we are here to assist you.

Please read this policy carefully before placing an order.

1. Return Window

We offer a 3-day return policy, which means you have 3 days from the date of delivery to raise an eligible return request.

After the 3-day period has expired, return requests may not be accepted, except where required under applicable law.

To be eligible for a return, the product must generally:

  • Be unused and in its original condition.
  • Be in the original packaging.
  • Include all accessories, components, tags, manuals, and other items supplied with the product.
  • Be accompanied by the original order details or proof of purchase.
  • Not show signs of use, washing, alteration, damage, or misuse.

2. How to Request a Return

You can initiate a return request through your account by visiting your order history and selecting the relevant item.

Alternatively, you can contact us at:

Email: returns@medessens.in

Please provide your order number and clearly explain the reason for the return.

For defective, damaged, incorrect, or incomplete products, photographs and/or videos may be required to verify the claim.

Once your return request is reviewed and approved, we will provide instructions regarding the return/pickup process.

3. Damaged, Defective, Incorrect or Missing Products

Please inspect your package and product immediately upon delivery.

If you receive a:

  • Damaged product
  • Defective product
  • Wrong product
  • Product with missing components or accessories
  • Product that is incomplete
  • Product that appears to have been damaged during transit

you must contact us within 48 hours of delivery.

Unboxing Video Requirement

For claims relating to damaged, defective, incorrect, incomplete, or missing products/components, customers are required to provide a continuous and unedited unboxing video wherever requested for verification.

The video should:

  1. Clearly show the sealed package before opening.
  2. Clearly show the shipping label/order label.
  3. Show the condition of the outer packaging.
  4. Capture the package being opened continuously.
  5. Clearly show the product and its condition immediately after opening.
  6. Clearly show any damage, defect, missing component, incorrect product, or other discrepancy.

The video should be continuous, unedited, and free from cuts or manipulation.

Clear photographs may also be requested to support the claim.

Claims without the required unboxing video and supporting evidence may not be eligible for processing, replacement, or refund, particularly where the condition of the product at the time of delivery cannot reasonably be verified. This requirement does not limit any rights available to consumers under applicable law.

4. Transit Damage

If the outer packaging appears significantly damaged at the time of delivery, customers are requested to photograph or record the condition of the package before opening it.

Where possible, please document the condition of the package and product immediately upon delivery.

If a product has been damaged during transit, MEDESSENS may, after verification, arrange an appropriate resolution such as:

  • Replacement
  • Refund
  • Repair, where applicable
  • Another suitable resolution

The resolution will depend on the nature of the issue, product availability, and applicable circumstances.

5. Wrong or Missing Items

If you receive an item different from the item ordered, or if any component/accessory is missing, please contact us within 48 hours of delivery.

For verification, we may request:

  • Order number
  • Photographs of the product received
  • Photographs of the packaging and shipping label
  • Continuous and unedited unboxing video
  • Details of the missing, defective, or incorrect item

After verification, we may arrange a replacement, return, refund, or another appropriate resolution.

6. Return Parcel Handover Video

Once a return has been approved and a return pickup has been arranged, customers are kindly requested to record a short, continuous video while handing over the return parcel to the courier executive.

The video should, where reasonably possible, show:

  • The product being packed/handed over.
  • The condition of the parcel at the time of handover.
  • The courier executive receiving the parcel.
  • The shipping/return label, where visible.

This helps us resolve any discrepancies that may arise during the return or transit process.

Requests or claims without the required videos may not be eligible for processing, particularly where the required evidence is necessary to verify the condition or contents of the returned parcel. This is subject to applicable consumer protection laws.

7. Non-Defective Returns

We accept eligible returns for certain non-defective products within the 3-day return period, provided the product meets all return conditions.

The product must be:

  • Unused
  • Unwashed
  • Unworn
  • Unaltered
  • In original condition
  • In original packaging
  • Complete with all accessories/components
  • Accompanied by proof of purchase

Products showing signs of use, damage, washing, alteration, stains, odour, scratches, or other deterioration may be rejected.

8. Apparel Returns

For products such as scrubs, lab coats, aprons, and other apparel, the product must be returned in unused and unworn condition.

Apparel that has been:

  • Worn
  • Washed
  • Altered
  • Stained
  • Damaged
  • Customized

will generally not be eligible for return unless the product is defective or incorrectly supplied.

Customers are responsible for selecting the appropriate size using the size chart provided on the relevant product page.

9. Customized / Personalized Products

Customized or personalized products are non-returnable and non-cancellable once customization or personalization has been started or applied, except where the product is defective or incorrectly supplied.

This includes, but is not limited to:

  • Name embroidery
  • Logo embroidery
  • Personalized text
  • Customized sizing
  • Other customer-requested modifications

Customers should carefully verify all customization details before placing an order.

10. Hygiene-Sensitive Products

For hygiene and safety reasons, certain products may not be eligible for return once opened or used.

This may include:

  • Used suture practice pads
  • Opened consumable components
  • Used medical/educational instruments
  • Certain personal-use products
  • Other products specifically identified as non-returnable on their product page

If such a product is received defective or incorrect, please contact us within the applicable reporting period with the required evidence.

11. Sale and Promotional Items

Products purchased during a sale, clearance, or special promotional offer may be subject to specific return conditions mentioned on the relevant product page or promotional offer.

Products specifically marked as non-returnable will generally not be eligible for return except where required by applicable law or where the product is defective or incorrectly supplied.

12. Return Pickup

Once a return request has been approved, MEDESSENS may arrange a pickup through our logistics partner.

Customers should:

  • Keep the product ready for pickup.
  • Use the original packaging wherever possible.
  • Include all accessories, components, tags, manuals, and other items supplied with the product.
  • Ensure the returned product is securely packed.

Customers should not independently ship the product back unless specifically instructed by MEDESSENS.

If a customer sends a product without prior authorization, MEDESSENS may not be able to accept responsibility for the shipment.

13. Return Inspection

All returned products are subject to inspection.

The returned product may be checked for:

  • Product condition
  • Signs of use
  • Damage
  • Missing accessories/components
  • Packaging condition
  • Tampering
  • Customization
  • Whether the returned item corresponds to the original order

If the returned product does not meet the requirements of this policy, the return may be declined.

14. Right to Decline

MEDESSENS reserves the right to decline return or exchange requests if the returned product does not meet the conditions stated in this policy, if the required supporting evidence is not provided, or if the request appears inconsistent with fair and reasonable use of the return policy.

This may include cases involving:

  • Used or altered products
  • Missing components or accessories
  • Damage caused after delivery
  • Product substitution
  • Tampering
  • Repeated or suspicious return activity
  • False or inconsistent claims
  • Failure to provide required evidence

Nothing in this section is intended to restrict any rights or remedies available to consumers under applicable law.

15. Refunds

Once the returned product has been received and inspected, we will notify you regarding the approval or rejection of your refund.

If approved, the refund will generally be processed to the original payment method within 7 business days after approval.

The actual time taken for the refund to reflect in your bank account, card, UPI account, or other payment method may vary depending on the relevant payment provider or financial institution.

MEDESSENS is not responsible for delays caused by banks, payment gateways, or other third-party financial institutions after the refund has been initiated.

16. Refund Amount

For an approved return, the refund amount will depend on the circumstances of the return and applicable law.

Where applicable, certain charges such as shipping, customization, or other non-refundable charges may not be refundable.

For products returned because they are defective, damaged, incorrect, or incomplete, MEDESSENS will assess the issue and provide an appropriate resolution in accordance with this policy and applicable law.

17. Exchanges

We generally do not offer direct product exchanges.

If an exchange is approved or offered by MEDESSENS, it will be subject to product availability and the applicable return conditions.

Where an exchange is not possible, we may provide another appropriate resolution, such as a refund.

18. Order Cancellations

Customers may request cancellation of an order until the order has been fulfilled or dispatched.

Once an order has been fulfilled, dispatched, or handed over to the courier for delivery, cancellation may no longer be possible. In such cases, the customer may need to follow the applicable return/refund procedure after delivery.

To request cancellation, please contact us as soon as possible at:

returns@medessens.in

Please note that cancellation requests are subject to the status of the order and applicable consumer protection laws. Nothing in this policy is intended to restrict any statutory rights available to consumers under applicable law.

 

19. Customer Responsibility

Customers are responsible for:

  • Providing accurate shipping and contact information.
  • Selecting the appropriate size for apparel using the provided size chart.
  • Inspecting the package and product promptly after delivery.
  • Keeping the product and packaging safe until any return/issue has been resolved.
  • Providing requested photographs and videos within the applicable time period.
  • Ensuring that returned products are securely packed and contain all supplied components.

20. Fraudulent or Abusive Use of the Return Policy

MEDESSENS reserves the right to investigate return requests where there is evidence of:

  • Repeated or suspicious return activity
  • Product substitution
  • Tampering
  • Intentional damage
  • False claims
  • Missing components
  • Returning a different product from the one supplied
  • Manipulation or falsification of evidence

Where permitted by applicable law, fraudulent or abusive return requests may be declined.

21. Important Evidence Requirement

For any damage, defect, wrong-product, missing-item, incomplete-order, or transit-related claim, customers should preserve:

  • Original packaging
  • Shipping label
  • Product
  • Accessories/components
  • Unboxing video
  • Photographs
  • Any other relevant evidence

Please do not discard the product or its packaging until the claim has been reviewed and resolved.

22. Contact Us

For return, replacement, damage, defect, or refund-related queries:

MEDESSENS
Email: returns@medessens.in
Website: medessens.in

Please include your order number in all communications so that we can process your request efficiently.


Important Note

This Return & Refund Policy describes MEDESSENS’ standard return procedures and requirements. Nothing in this policy is intended to exclude, restrict, or override any rights or remedies available to consumers under applicable Indian laws.

MEDESSENS reserves the right to update this policy from time to time. The latest version published on our website will apply to orders placed after the policy has been updated.