Xia Healthcare Private Limited (“Xia” or “Xia Healthcare”) team facilitates processing correct medicines as per order and prescription and strives to service the medicines and products in right conditions/ without any damage every time a Customer places an order.

Warning: You Must Check All Items Dispensed To You And Should Not Take Any Medication That Appears To Have Been Tampered With Or Which May Have Been Dispensed In Error. Failure To Abide By This Warning Could Seriously Damage Your Health And Xia Shall Not Be Held Liable.

1. Conditions For Return Of Product

• ‘Return’ means an action of giving back the product ordered at Xia Platform by the Customer. The following situations may arise which may cause the action of return of product:
  • Product(s) delivered do not match your order;
  • Product(s) delivered are past or near to its expiry date (medicines with an expiry date of less than 3 months shall be considered as near expiry);
  • Product(s) delivered were damaged in transit (do not to accept any product which has a tampered seal).

• If the product that You have received is damaged, then do not accept the delivery of that product. If after opening the package You discover that the product is damaged, the same may be returned for a refund. Please note that Xia cannot promise a replacement for all products as it will depend on the availability of the particular product, in such cases we will offer a refund.

• In the aforesaid unlikely situations, Xia would be happy to assist and resolve Your concern. You may raise a Return request with Our Customer Care within 8 (Eight) days from the delivery of the product. Xia reserves the right to cancel the Return request, if the Customer reaches out to Xia after 15 days of delivery.

• Upon receiving your Return/Refund request, Xia shall verify the authenticity and the nature of the request. If Xia finds that the request is genuine, it will initiate the Return and Refund process. Xia shall process the refund only once it has received the confirmation from the Third Party Pharmacies concerned in respect of the contents of the product relating to that refund.

• In the event of frivolous and unjustified complaints regarding the quality and content of the products, Xia reserves the right to pursue necessary legal actions against such Customer and the Customer will be solely liable for all costs incurred by Xia in this regard.

• Returns are subject to following conditions:
  • Any wrong ordering of product does not qualify for Return;
  • Batch number of the product being returned should match as mentioned on the invoice;
  • Return requests arising due to change in prescription do not qualify for Return;
  • Product being returned should only be in their original manufacturer’s packaging i.e. with original price tags, labels, bar-code and invoice; and
  • Partially consumed strips or products do not qualify for Return, only fully unopened strips or products can be returned.

• Category of Non-Returnable Product:

Certain categories of products marked as non-returnable on product page on the Platform, will not qualify for the Return as per Xia Return policy.

2. Return Process:

• For Return intimation, please visit https://www.xiahelthcare.com or alternatively call Us at +91 949 949 86 86 (Open 8 AM – 8 PM from Monday – Saturday and 8 AM – 5 PM on Sunday).
• Xia Customer Care team will verify the claim made by the Customer within 72 (seventy-two) business hours from the time of receipt of complaint.

• Once the claim is verified as genuine and reasonable, Xia will initiate the collection of product(s) to be returned.

• The Customer will be required to pack the product(s) in original manufacturer’s packaging.

• Refund will be completed within 5 (five) days from date of reverse pick up (if required).

3. Refund Process:

In all the above cases, if the claim is found to be valid, Refund will be made by crediting the amount to the wallet, in case of Order placed through online wallet or by fund transfer to Customer bank account, in case of Order placed through cash on delivery, as the case may be.

4. Online Consultation:

• • In case of online consultation, a Customer will be eligible to raise a request for Refund only in case the consultation query is not replied within specified timeline.

• The Customer is required to raise the Refund request with Xia Customer Care within 72 (seventy-two) hours from the time of submission of query or receiving of response. The request for the Refund will be validated by Xia Customer Care team.

• In case of valid Refund request, the refund will be made by crediting the bank account of the Customer. Refund process shall be completed within 5 (five) days from the date of submission of the request for Refund.

5. Shipping Charges:

Purchase Orders of Rs. 500/- or more will qualify for free delivery. A delivery charge of Rs. 30 will be applied for purchase orders below Rs. 500/-.

6. Cancellation Policy:

• • Customer cancellation:
    • The Customer can cancel the order for the product till the Xia (through Third Party Pharmacy) ship the product. Orders once shipped cannot be cancelled.

• Xia cancellation:
  • There may be certain orders that Xia partners are unable to accept and service and these may need to be cancelled. Some situations that may result in Your order being cancelled include, non-availability of the product or quantities ordered by You or inaccuracies or errors in pricing information specified by Our partners.

• Xia also reserves the right to cancel any orders that classify as ‘Bulk Order’ as determined by Xia as per certain criteria. An order can be classified as ‘Bulk Order’ if it meets with the below mentioned criteria, which may not be exhaustive, viz:
  1. Products ordered are not for self-consumption but for commercial resale;
  2. Multiple orders placed for same product at the same address;
  3. Bulk quantity of the same product ordered;
  4. Invalid address given in order details;

Any malpractice used to place the order.