RETURN AND REFUND POLICY
Cancellation Policy
Medicine & Health care Products
An order for medicines or healthcare products can be canceled from the ‘Order Details’ screen on the
Sheba One website/ app (‘Platform’) or by calling our customer care hot line number or by sending
message to Whatsapp or messenger 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 and Medicine 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:
you've received an item(s) that does not match your order
the item(s) were damaged in transit or shortage (delivery of such order to be refused
at doorstep)
the item(s) is due to expire within 3 months where the shelf life of the item is more
than 3 months
the patient has developed any allergies after taking the medication and the doctor
has prescribed another medicine, the medicines can be returned within thirty (30)
days from the date of delivery.
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 calling us at 01755660692
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:
Items being returned should only be in their original manufacturer's packaging i.e.
with labels, bar-code.
Only fully unused strips/bottles can be returned
Batch number of the product being returned should match as mentioned on the
sales invoice
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 Hotline
number
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:
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.