1. Our approach

Healthcare products carry genuine safety constraints, so return eligibility varies by category. Anything damaged, defective, expired or wrongly supplied is always returnable, regardless of category.

2. Always eligible

You may return an item, at no cost to you, if it is:

• damaged in transit or received in tampered packaging;
• defective or not functioning as described;
• the wrong product, variant or quantity;
• expired, or with insufficient shelf life remaining on arrival.

3. Not returnable

For patient-safety and hygiene reasons the following cannot be returned once delivered, unless they fall under section 2:

• sterile items whose seal or sterile barrier has been opened;
• single-use consumables that have been opened or used;
• diagnostic reagents, test kits and strips once unsealed;
• made-to-order, customised or specially imported items;
• products marked non-returnable on the listing.

4. Return window

Raise a return within 7 days of delivery for general items, or within 48 hours for damaged, wrong or expired goods. Keep the original packaging, accessories and documentation until the return is complete.

5. How to raise a return

Open the order in your account and select Return on the relevant item, giving the reason and photographs where the item is damaged. The seller reviews the request; where a pickup is required it is arranged with you.

Once received and inspected, the refund is processed under our Refund & Cancellation Policy.

6. Disputes

If a seller declines a return you believe is valid, raise a complaint with Medflow support. We review the evidence from both sides and decide fairly; our decision is communicated in writing.

Contact us

For any question about this document, write to info@medflowinnovations.com or call +91 80726 95371 (Mon–Sat, 9:30 AM – 6:30 PM IST). Our grievance officer responds within 1 business day.