Returns, Refunds, Cancellation & Exchange Policy
Our transparent guidelines governing orders placed on Healthways Store (healthways.store) and through our Local Society Health Ambassador network.
Executive Summary
At Healthways Store, we are committed to ensuring complete patient satisfaction, product efficacy, and stringent clinical hygiene. Because we dispense licensed pharmaceutical drugs, temperature-sensitive vaccines, and AYUSH classical Rasayanas, our return and refund guidelines strictly adhere to the Drugs and Cosmetics Act, 1940, the Consumer Protection Act, 2019, and the Consumer Protection (E-Commerce) Rules, 2020.
1 Product Category Returnability Matrix
Due to the biological and medicinal nature of items sold on Healthways Store, return eligibility varies by regulatory product classification:
| Category | Return Window | Eligibility Condition |
|---|---|---|
| Prescription Medicines (Rx) | Conditional | Non-returnable once opened or dispensed as per Rule 65(17) Drugs & Cosmetics Rules. Returns accepted ONLY if physically damaged in transit, expired, or mismatch with prescription. |
| Ayurvedic & Classical Rasayanas | 7 Days | Unopened, bottle safety seal intact, original outer packaging with batch code preserved. |
| Cold Chain & Temperature Sensitive (Insulin/Biologics) | Non-Returnable | Cannot be returned once delivered to protect clinical safety. Must be inspected immediately upon delivery before signature. |
| Medical Equipment & Glucometers | 7 Days | Replacement or repair if dead on arrival (DOA) or manufacturing defect. Must include all accessories and warranty card. |
| Personal Hygiene & Intimate Wellness | Non-Returnable | Non-returnable once seal is broken due to sanitary hygiene regulations. |
2 Order Cancellation Guidelines
A. Cancellation by Customer: You may cancel your order free of charge at any time before it enters the "Dispatched" or "Out for Delivery" milestone. You can initiate cancellation directly from your Customer Dashboard or by calling our toll-free line at +91 1800-243-2584.
B. Cancellation by Healthways Store: We reserve the right to cancel orders under rare circumstances, including:
- Invalid, expired, or non-verifiable doctor's prescription for Schedule H/X medications.
- Unavailability of batch stock from our certified AYUSH dispensaries.
- Inaccurate delivery address or non-serviceable postal pincode.
- Suspected fraudulent activity or unauthorized bulk purchasing by commercial resellers.
Note on Auto-Refund: In the event that Healthways Store cancels an order, 100% of the prepaid payment will be initiated back to your original payment source immediately.
3 Refund Mechanism & Processing Timelines
Once your returned parcel is received at our dispensary warehouse, our quality pharmacist team audits the product within 24 to 48 hours. Upon verification, the refund is triggered:
Transferred directly to the originating VPA/Bank Account.
Subject to your card issuing bank's clearing cycle.
Refunded via secure NEFT / IMPS upon bank details submission.
Available immediately for any future medicine or wellness order.
4 Exchange & Replacement Protocol
If an item delivered to you is defective, damaged in transit, or has an unsealed cap, we offer a hassle-free 1-to-1 replacement:
- Notify Us within 7 Days: Send an email to care@healthways.store or WhatsApp our care desk with your Order ID and 2 clear photographs showing the defect or tamper seal.
- Reverse Pickup: Our logistics partner or Local Society Health Ambassador will collect the item from your doorstep at zero cost.
- Dispatch of Replacement: Once the reverse tracking code is generated, the replacement unit is expedited within 24 hours.
Nodal Grievance Redressal Officer
In compliance with the Information Technology Act, 2000 and Consumer Protection (E-Commerce) Rules, 2020, the contact details of the Grievance Officer for return and refund disputes are as follows:
Designation: Chief Pharmacist & Grievance Redressal Officer
Entity: Healthways Store (healthways.store)
Registered Address: Healthways Central Dispensary Hub, Connaught Place, New Delhi 110001, India
Direct Helpline: +91 1800-243-2584
Email for Grievance Escalation: care@healthways.store
Acknowledgment Time: Within 48 hours | Resolution Time: Within 15 working days