Return, Refund & Replacement Policy

Return, Refund, Replacement & Deposit Policy

At V & A Medihealth Private Limited, we aim to provide a transparent, reliable, and secure shopping experience for healthcare equipment and supplies. This policy outlines the conditions under which products ordered on vahealthcarequipments.com may be returned, replaced, refunded, cancelled, or purchased using our partial payment option.

By placing an order on our platform, you agree to the terms outlined below alongside our Terms of Service.

1. Partial Payment & Advance Deposit Policy

To facilitate convenient purchasing of healthcare equipment and custom orders, we offer a Partial Payment / Advance Deposit facility.

A. Booking Fee Requirement

Customers may opt to pay a minimum 10% advance deposit ("Booking Fee") at checkout to confirm their order, reserve allocation, or initiate dispatch.

The remaining balance (up to 90% of the invoice amount) must be settled either:

• Prior to shipping dispatch via an online payment link.
• Upon delivery via Cash on Delivery (COD) / Digital Payment at doorstep, where applicable.

B. Non-Refundable Deposit Conditions

The 10% advance deposit is strictly non-refundable once the order has been processed or dispatched.

This deposit covers non-recoverable operational costs, warehouse allocation, payment gateway fees, and reverse logistics preparations.

Customer Cancellations & Delivery Refusals: If you cancel your order after dispatch, or if you refuse/reject delivery at your doorstep for non-defect reasons, the 10% advance deposit will be forfeited.

C. Merchant-Initiated Cancellations

If V & A Medihealth Private Limited cancels your order due to stock unavailability, pricing errors, or shipping restrictions, the 10% advance deposit will be refunded in full to your original payment method within 5–7 business days.

2. Return & Replacement Eligibility

You may request a return or replacement within 7 days of delivery under the following conditions:

• The equipment was delivered damaged, defective, or non-functional upon arrival (Dead on Arrival / DOA).
• The item delivered differs from what was ordered.
• The equipment has missing parts, components, or accessories.
• The shipment arrived with incorrect quantities or wrong items.

Conditions for Approval

• The item must be unused, uninstalled, and in its original condition.
• The item must be returned in its original brand packaging, including outer shipping boxes, serial number tags, user manuals, warranty cards, tax invoices, and promotional items/free gifts.

3. Strictly Non-Returnable Items

The following items are not eligible for return, exchange, or refund unless delivered damaged, defective, or incorrect:

• Products with opened, broken, or tampered safety seals.
• Hygiene-sensitive, personal care, or intimate healthcare equipment (e.g., CPAP/BiPAP masks, commodes, cushions, nebulizer kits, masks, and disposable gloves).
• Disposable healthcare items and non-reusable equipment accessories.
• Equipment that has been assembled, powered on, calibrated, altered, or damaged after delivery.
• Items missing original packaging, barcodes, invoices, or manufacturer serial numbers.
• Custom-ordered, made-to-order, or specially imported medical equipment.
• Items purchased during final-sale clearance or liquidation promotions.
• Logistics, handling, convenience, and installation fees once the service has been performed.

4. Reporting Damaged or Defective Deliveries

If your shipment arrives damaged, defective, incomplete, or incorrect, you must report it to us within 48 hours of delivery.

Mandatory Documentation Guidelines

• Unboxing Video: Provide an uncut, unedited video demonstrating the unboxing process, showing the shipping label, box condition, opening of the seals, and the specific defect or damage.
• Photos: High-resolution photographs showing the equipment, outer box, serial numbers, and invoice.
• Outer Box Damage: If the shipping box arrives crushed, torn, or severely tampered with, please refuse delivery from the carrier immediately and notify our support team.

5. How to Initiate a Request

To request a return, replacement, or warranty claim, contact customer support with the following information:

• Order Number and Date
• Customer Name and Registered Phone Number
• Product Name and Serial Number
• Detailed Reason for Return
• Unboxing Video and High-Resolution Photos

6. Inspection, Verification & Approval

Requests are evaluated by our technical team or the manufacturer's authorized service representative.

We reserve the right to request remote troubleshooting, extra photos/videos, or an on-site technical inspection before approving a claim.

Once approved, you will receive a Return Authorization and return shipping instructions.

7. Reverse Logistics & Self-Shipping

Reverse Pickup: Where available, our logistics partners will collect the item from the original delivery address.

Non-Serviceable Locations: If reverse pickup is unavailable in your pincode, you will be requested to self-ship the item via a trackable courier service. Upon receipt and approval of the returned product, courier charges will be reimbursed up to a pre-approved limit against a valid postal receipt.

Transit Damage Responsibility: Customers must package return shipments safely. Items damaged during reverse transit due to inadequate customer packaging will not qualify for refunds or replacements.

8. Refunds & Timelines

Refund Authorization: Approved refunds are processed after the returned product passes technical verification at our warehouse.

Payment Method

• Prepaid Orders: Refunds are credited to the original payment method (Credit/Debit Card, Net Banking, UPI, Wallet).
• Cash on Delivery (COD) / Partial Payments: Refunds are transferred via NEFT/UPI using verified bank account details provided by the customer.

Processing Time: Refunds take 5 to 10 business days to process post-approval. Final account crediting depends on your financial institution.

Deductions: Delivery fees, COD convenience charges, and forfeited non-refundable advance deposits (where applicable) will be deducted prior to refund processing unless the return is due to a verified merchant error or defective item.

9. Order Cancellations

Cancellation Before Dispatch: Orders can be cancelled prior to dispatch by contacting support. Standard payment processing gateway fees may apply.

Cancellation After Dispatch: Orders already in transit cannot be cancelled. Refusing delivery of an undamaged order will result in the forfeiture of the non-refundable deposit and deduction of round-trip freight charges.

Cancellation by Seller: We reserve the right to cancel orders due to stock issues, pricing display errors, delivery restrictions, or fraud prevention checks. Full refunds will be issued for merchant-cancelled orders.

10. Warranty Claims

Product warranties are provided directly by respective equipment manufacturers. Coverage details, durations, and service terms are specified on warranty cards or manufacturer documentation supplied with the equipment.

Warranty coverage generally excludes accidental drops, liquid damage, power surges, unauthorized tampering, improper usage, or standard wear and tear.