RETURN AND REFUND POLICY
Cancellation Policy
Health care Products
An order for healthcare products can be canceled from the ‘Order Details’ screen on the Sheba One
website/ app (‘Platform’) or by calling our customer care Live chat or by sending message by Contact
form along with order invoice number, It can only be done before it is marked as “Out for Delivery”.
Diagnostics /Lab Test
A diagnostic/ lab test can be canceled anytime unless it is marked ‘Sample Collected’ by the third-party pathologist.
Doctor Booking
You can cancel booking only before sending the booking confirmation message to you by us.
Return Policy
We have product specific return policy. The return window ranges from 0-30 days from the date of
delivery. The information regarding the return policy can be found on the product page. Please check
the return policy before placing any order.
Healthcare Products
All the healthcare products ordered from the Platform can be returned within 2 days from the date of delivery.
Which Products are not eligible for Returns?
Products Not Eligible for Return----As per terms offered by all the sellers on the Platform, the products
shall not be eligible for a return under the following circumstances-
1. If the item has been opened, partially used or disfigured. The user is strongly advised to check
the package carefully at the time of acceptance of products by the user from the delivery agent;
2. If the product has been tampered with;
3. If the product packaging and/or packaging box and/or packaging seal has been tampered with. The
user is strongly advised to check the package carefully at the time of acceptance of products by the
user from the delivery agent and it is emphasized that the user should not accept the order if the
package appears to be tampered;
4. If it is mentioned on the product detail page that the product is non-returnable;
5. Any accessories/freebies supplied with the product are missing;
6. If the product does not have serial number / UPC number/ barcode affixed, which was present at the time
of acceptance of products by the user from the delivery agent;
7. Any damage/defect which is not covered under the manufacturer's warranty;
8. The product is without original packing and accessories/freebies;
9. If the product is damaged due to misuse;
10.Products related to personal care, baby care, food & nutrition, healthcare devices, covid
essential products including but not limited to masks and gloves, sexual wellness products including
but not limited to condoms, pregnancy/fertility kits, any other products such as but not limited to diapers,
health drinks, health supplements, glucometers, glucometer strips/lancets, health monitors, etc. Additionally,
we do not take return of certain items such as sexual wellness products, diapers, etc. However, the
Company shall accept return if aforementioned products are defective, deficient or spurious or not of
the characteristics or features as advertised or if they are delivered late.
Note –in the rare event that your order is unsatisfactory, we are happy to accept returns for orders, if:
l you've received an item(s) that does not match your order
l the item(s) were damaged in transit or shortage (delivery of such order to be refused at doorstep)
l the item(s) is due to expire within 3 months where the shelf life of the item is more than 3 months
Additional Note: If you notice the package is damaged at the time of delivery, please do not accept
the order. If you could not check that the order is damaged at the time of delivery, raise a return
request within 24 hours of delivery by Live chat or contact form for Replacement for the damaged item
(s) is subject to availability in stock. In absence of a replacement, a refund will be issued.
Returns are subject to the following conditions:l Items being returned should only be in their original manufacturer's packaging i.e. with labels, bar-code.
l Only fully unused strips/bottles can be returned
l Batch number of the product being returned should match as mentioned on the sales invoice
l Original sales invoice has to be returned for processing returns and refunds.
3.1 Items marked as "Non-Returnable" on the product detail page or items whose return window has expired
cannot be returned. If such an item is indeed returned along with another returnable item, Sheba One will
disallow a refund or return of the “Non-Returnable” product to you.
How to Return?
1. You can raise a return request within the time frame mentioned above by following these simple steps on the Platform:
Go to My Orders;
Select the respective order and click on ‘RETURN’;
Check to see if the product/s that you wish to return are returnable and have an active return window;
Select the item you wish to return with quantity and reason for return.
2. You can also place a request for return of any product by calling the customer support Live chat
3. After your return request is processed, we will pick up the return items as per the following timelines:
For Local Cities*: Within 4-5 business days from the time of approval of return request.
4. Please keep the return package ready in its original packaging with all the labels intact. You are also
requested to keep a copy of the invoice/ bill from the seller handy for verification.
LAB TESTS:
In case of medical tests, a Refund request may be raised in the following cases:
1. If the patient has suffered from Haematoma or any prick related injury;
2. If the report has been challenged and no proper justification (i.e. reasonable clarification provided
by the concerned third party lab;
3. If the time limit within which a report has to be provided to the patient is breached by 72 (seventy-two)
hours and no proper justification (i.e reasonable clarification provided by the concerned third party lab
Doctor Booking
In the event that, the Doctor with whom User has booked a paid appointment via the Website or App has
not been able to meet the User, User will need to write to us at [email protected] within five (5)
days from the occurrence of such event; in which case, either we will reschedule another appointment free
of cost or refund the service charge amount as mentioned on the Website or App to the User within the
next seven (07) business days in the original mode of payment done by the User while booking. In case
where the User, does not show up for the appointment booked with a Doctor, without canceling the appointment
beforehand, the amount will not be refunded. However, where cancellation charges have been levied (as charged
by the Doctor), you would not be entitled to complete refund even if you have canceled beforehand.
·Users will not be entitled for any refunds in cases where, the Doctor is unable to meet
the User at the exact time of the scheduled appointment time and the User is required to wait, irrespective
of the fact whether the User is required to wait or choose to not obtain the medical services from the
said Doctor.
ONLINE CONSULTATION:
In case of online consultation, a customer will be eligible to raise a request for Refund only in following cases---.
i. In the event it is proved that the Doctor have acted in contravention of any applicable laws, Sheba
One shall provide complete refund to the User, subject to investigation undertaken by Sheba One.
ii. If the cancellation is due to the abusive nature of the User, such User shall not be eligible for
any refund and Doctor shall be entitled to take any legal action, depending upon the gravity of the matter.
iii. User shall refrain from raising any personal queries or advise on the online Consultation platform
which are not related to a specific disease / medicine. In the event the User raises any such personal
queries or advice on the online Consultation platform, Sheba One reserves the right to terminate the
consultation of such Users and further, such Users will not be entitled to any refund.
iv. In case a Doctor does not respond to a paid consultation within ten (20) minutes from the time of
starting a consultation on the online platform, or does not respond for more than fifteen (15) minutes
during an active consultation, the User shall have the right to request for a refund and will be refunded
after deducting the service charge.
v. In case a Doctor does not provide a consultation summary prescription for a particular consultation,
then the User shall have the right to request for a refund and the User shall have the right to request
for a refund and will be refunded after deducting the service charge. Refunds will not be provided if
the Practitioner has provided a consultation summary prescription to the User.
vi. Sheba One reserves the right to permanently block Users from the online platform in the event Sheba
One receives multiple cancellation request from such Users for reasons which do not form part of the
cancellation policy of Sheba One .
vii. Users are allowed a period of three (3) days to flag any consultation as inadequate, and request
for a refund. No refund requests shall be considered thereafter.
viii.Users can request a refund by contacting Sheba One’s online chat support: https://www.shebaone.com/consult/direct/chat-support
Or by calling Sheba one Hotline or by sending message to Whatsapp or messenger along with order invoice number
ix. Sheba One shall check the details and process the refund where applicable, solely at its discretion.
After a refund request is processed, if approved by sheba one, the money will be refunded to the User
in seven (7) working days from the day refund has been approved from Sheba One
x. In the event a User raises any concerns regarding the inappropriateness of a particular consultation
on the Consultation platform, the User agrees that the refund or any other outcome for any such concerns
raised by the User will be subject to a detailed review of the said concerns by Sheba One as per Sheba
One’s internal policies.
xi. In all matters related to refund and settlement under this Agreement, Sheba One shall decide so at
its sole and absolute discretion after detailed review of the matter and taking into account all the
involved parties’ information. The decision of Sheba One shall be final in this regard.
In case of valid Refund, the same will be done by crediting the Payment Card or bank account of the customer
by which the customer paid initially. Refund process shall be completed within 30 (thirty) days from
the date of submission of the request for Refund.
Refund Process
1. Please note that the refund amount mentioned at the time of return on the Platform is an estimate
and will be finalized after completion of verification. Once the pick-up is completed and the product
is verified by the seller, a refund of the total amount paid for the products returned by you will be
initiated for eligible refunds as mentioned above.
2. Refund will be initiated only post successful verification of the products by the seller. Please note
that the verification process may take:
l For Local Cities: 3-4 business days from the time of receiving the returned product by the store.
3. The refund amount is expected to reflect in your account after completion of verification from the seller.
4. You understand and acknowledge that we reserve the rights to claim back any refund that has been processed
by us as a result of fraudulent activities such as return of wrong products or wrong quantity of the products
In all the above cases, if the claim is found to be valid, Refund will be made as mentioned below:
1. Order placed through online wallet will be credited to the wallet; and
2. Order placed through cash on delivery will be refunded through fund transfer to customer bank account.