FOR RETURN AND CANCELLATION:
Our customers are our assets, and we care for you, because you deserve better care. We understand that you may want to cancel an appointment because of multiple reasons but you need to understand as well that our doctors have set the schedule for you a week ahead, so it is recommended if you wish to get reward point or refund you must cancel your appointment 48 hours ahead and in case the appointment is booked within 48 hours of appointment time, it would not be eligible/liable for cancellation. However, appointments may be cancelled on doctor’s end for multiple reasons and if that happens you will get reward points and refund as well. Your fee will be processed for refund and refund time depends on third party services and your bank. TELEPRAC has no role in the refund processing times. For diagnostic tests where you may opt for home sample collection, the order have to be cancelled before 48 hours of the actual test sample collection time. For product services we completely agree with you and understand that there may be multiple reasons that you may want to return a product or products that are not defective. In such circumstances, we would be happy and may allow the return of unopened, unused products after deducting a 25% of restocking charges if you notify us within 15 days of the delivery. For doctor appointments, you are free to cancel appointment before 48 hours of your actual time. For clinic appointment if you are opting to pay at clinic there will be no charges but for online appointments there will be 25% charges from your booking amount if you do not cancel your appointment before 48 hours. For refund and return processing, you need to be patient with us for your refund to reflect in your account because the processing time depends on payment gateway and the service of your bank.
REFUND ELIGIBILITY: We love our customers and would like to ensure the quality service, however there may be instances when you need refund on appointment cancellation or while returning the product (s). To, serve you better, the product could be returned and refunded in following conditions:
- If you receive a damaged/defective product (s),
- If the product(s) you receive do not match your order,
- If the ordered item(s) is lost or damaged during transit or
- If the product delivered is past its expiry date.
- If you cancel your appointment before 48 hours of appointment time.
- If your doctor cancels your appointment for any reason.
Note: Refund may take anywhere between 5-10 business days which depends on the processing times decided by the payment gateway services and we have absolutely no control over that. How to Initiate & Request a Return or Refund: To request a return and/or refund for item(s) that fulfil above refund eligibility criteria, please send an email request with brief description to [email protected], with your order ID as the subject line, the receipt and delivery date along with a photo of the damaged item(s). Alternatively, you can send us all the details in one message on WhatsApp (+91-9622242551) from your registered mobile number. Once verified from our end as a genuine case, our customer executives will get back to you within 72 hours with a substantial solution. Please note, in terms of the questions about the content of the product or the services offered by Us, TELEPRAC will start processing the refund only once we receive the confirmation from the vendor concerned in respect of the contents of the product relating to that refund. However, in the event of irrelevant and unjustified complaints regarding the quality and content of the products or services, TELEPRAC reserves the right to pursue necessary legal actions against you and you will be solely liable for all costs incurred by TELEPRAC in this regard. If you attempt to defame TELEPRAC on social media or any other form of media without substantial evidence or without bringing any concerns or complaints to our grievance officer, you may be subject to legal action. Not eligible for return/refund: To serve you better and have an everlasting relation with our customers, please make sure and understand that in following conditions we may not be able to initiate a return or refund request:
- If you have ordered a wrong product,
- If you have booked appointment with wrong specialist,
- If you have booked appointment for wrong time,
- If you provide a degraded/contaminated sample for testing,
- If the return request is initiated because of the changes done in prescription by your doctor after delivery of the medicine,
- If the batch number/ID of the product being returned do not match with the one on the receipt/ invoice,
- If the product (s) is/are partially consumed or tempered in any way and
- If the product (s) returned is/are not found in their original manufacturer's packaging i.e., with original price tags, bar-code, labels, and receipt/invoice.
Return Policy Exceptions: Please note due to a lot of limitations, we are unable to offer return, replacements or exchanges for the following product categories: Vials, Injections, Vaccines, Penfills and any other product requiring cold storage, or medicines that fall under the category of specialty medicines, health monitor & equipment’s and ortho support, health drinks, health Supplements , bottle nipples, breast nipple care, breast pumps, diapers, ear syringes, nappy, wet reminder, wipes and wipe warmers, condoms, fertility Kit/supplement, lubricants, pregnancy Kits, glucometer lancet/strip, healthcare devices and Kits and surgical instruments. Cancellation Policy: You can cancel the product(s) ordered within 6 hours via My orders from your account using our website/mobile application. However, orders that are out for the delivery cannot be cancelled. In addition, the products ordered from USA and processed by DAR Medicare/TELEPRAC cannot be cancelled under any circumstances. To serve you better please contact our customer care at [email protected] or +91-6006715123. In case of diagnostic tests where you opt for home sample collection, phlebotomist have to be scheduled 48 hours ahead, so the orders scheduled within 48 hours for collection cannot be cancelled. Please note that TELEPRAC reserves the right to cancel the order without any liability, if any misinformation or malpractice is used to place the order or invalid details like address or phone number or any attempt of forgery is done to use someone’s information. Delivery & Shipping Policy: As of now we aim to provide the best customer experience for you by making our own delivery team. We are trying our best possible way to ensure that you have a hassle-free experience in receiving the product(s) that you have ordered from our website. We make efforts to ensure that the product(s) are delivered to you in a timely fashion. To maintain our promise and let your order reach you within 24 to 48 hours and cover our logistics, if your total order is below Rs. 499, your order will have delivery charges based on the value of the product(s) you buy. However, if your order is above 499, delivery will be free. While we make reasonable endeavors in ensuring that your order (s) are delivered to you in a timely manner and within the timeline notified to you, you accept and acknowledge that the delivery may be delayed on account of:
- Curfew, protests, political disruptions, strikes, employee-lockouts, governmental restrictions, etc;
- Internet restriction/cell phone service restrictions,
- Unsuitable weather conditions,
- Acts of God such as Cyclone, floods, earthquakes, etc;
- Non-availability to receive order,
- No response from customer for delivery where the address is not clear.
- Other unforeseeable circumstances.
Please note that due to the lack of comprehensive mapping for addresses in rural areas and the Srinagar district, our delivery agents may need to contact you on the phone number you provided. By using TELEPRAC's services, you agree to receive calls from our delivery agents or phlebotomists in order to serve you better.