RETURN AND REFUND POLICY

This Refund and Return Policy (“Terms”) set forth herein shall govern your (“I” “Users”, “you”, “your”) purchases made on all our e-commerce platforms providing pharmacy services, teleconsultation, chronic patient care and home care services like home sample collections, nurse at home / doctor at home services along with supplying products such as over the counter medicines, prescription only medicines (“POM”), herbal medicines and food supplements, skin care products, medical apparatus for common sale and non-medical products including electrical products (“Products”) through website, applications for mobile, or any other software (“Aster E-Platforms”) operated by Aster DM Healthcare FZC or its affiliates and subsidiaries and is hereinafter referred to as (“Company”, “we”, “us”, “our”).

These Terms set out the basis upon which you (“Users”, “you”, “your”) can return or get refund for Products purchased through Aster E-Platforms in the United Arab Emirates.

These Terms, include, and are supplemented by, other terms and conditions contained within the Platform that are more specific to the use of particular parts of this Platform and completely replaces any prior agreements, if any, between you and us. In the event of any inconsistency the terms and conditions specific to a part of the Platform prevail.

BY CLICKING “I ACCEPT” YOU ARE ENTERING INTO A LEGALLY BINDING AGREEMENT TO THESE TERMS OF USE AND THE PRIVACY POLICY SUCH AS SIGNING A PAPER CONTRACT AND COMPLETELY REPLACES ANY PRIOR AGREEMENTS, IF ANY, BETWEEN YOU AND US. IF YOU DO NOT AGREE WITH AND ACCEPT THESE TERMS OF USE AND PRIVACY POLICY, REFRAIN FROM USING THE SERVICE.

DISCLAIMER: DO NOT USE THIS PLATFORM FOR EMERGENCY MEDICAL NEEDS, if you experience a medical emergency please contact ambulance within your immediate neighborhood.

1. CANCELLATION POLICY

1.1
Aster E-Platforms believes in helping its customers as far as possible and therefore, has a liberal cancellation policy.
1.2
Under this policy cancellations of orders is permitted at any time before the order is taken up for processing.
1.3
Unless required by law, Aster E-Platforms do not accept cancellation requests for perishable or temperature sensitive items. However, a refund and return can be made for such items if you establish, in our sole opinion, that there is a deficiency in the integrity of the packaging or product.

2. RETURN & REFUND POLICY

2.1
There can be certain circumstances, beyond our control, where you could receive a damaged/defective Product or a product that is not the same as per your original order. We shall replace the product with the same Products as per the order, at no extra cost. In such circumstances, before using the Product, please get in touch with our Customer Service Team, within seven (07) days of receiving the Product , who will guide you on the process for replacing the product, at our Customer Service number 800 700 600 or write to us at care@myaster.com. The Customer Service Team shall review the return or refund request and has the discretion to approve or reject the refund.
2.2
Where Products are not damaged/defective we will only accept return of certain Products on a case by case basis under these Terms. Aster E-Platforms does not accept refund or return requests for perishable items or temperature sensitive items. The return process for Products ordered through Aster E-Platforms can be amended by us, in our sole discretion and may depend on the nature and category of the product ordered.

3.Conditions for return

3.1
Please notify us of receipt of a damaged/defective Product(s) within maximum 48 hours of delivery of the Product
3.2
Products to be returned must be in the same condition as you received them, including keeping hygienic seals. Unless required by law, used or opened products will not be replaced under any circumstances.
3.3
We do not accept returns for consumables and wearables
3.4
Products should be returned in their original packaging along with the original price tags, labels and invoices.
3.5
It is advised that the returned packets should be properly packed so as to avoid further damage to goods in transit.
3.6
Please contact our Customer Service Team directly or place a return request on the app and/or website within 7 days of receiving the shipment to arrange for collection of your return. One of our drivers or shipping partners will pick up your return. Once collected your return will be inspected by us to determine if the return is acceptable.

4.REFUNDS

4.1
Once we have found the basis for the return acceptable, in our sole opinion and the Product has been received by Aster E-Platforms, then the refund will be processed based on the mode of payment of the order. Orders paid by credit/debit card and other payment methods except for cash on delivery will be refunded by credit back through the original payment method within 15 working days. However, we shall not be responsible for the delay in refund due to delay in processes of banks or due to a public holiday or bank closure. For all cash on delivery payments, a refund will be made by way of voucher/(s) of the equivalent AED amount or by bank transfer within 15 working days.