Shipping & Refund Policy

At Clinikally, we are committed to delivering not just products, but trust, care, and value, right to your doorstep. Every item on our platform is carefully crafted to enhance your health and wellness journey, offering a unique experience tailored to your needs.

We strive to ensure that your order reaches you quickly, securely, and seamlessly, backed by our transparent and customer-first policies. To make your experience worry-free, here’s everything
you need to know about our Shipping and Refund Policy, clearly laid out for
your convenience

Our shipping process is designed to deliver your desired products with speed and authenticity, while keeping you informed every step of the way.
Shipping Charges

• FREE Shipping is available on all orders above ₹599.
• For orders valued ₹599 or below, a shipping fee of ₹80 applies, or as shown at checkout.

Order Processing & Delivery Timelines

• We aim to process most orders within 6–8 business hours of order confirmation.
• Standard delivery timelines are typically 2–3 business days after process.
• Stay Updated - Once your order is shipped, tracking details will be shared via SMS and email. Regular updates will follow, so we recommend keeping your contact number reachable to receive timely notifications.
  *These timelines are indicative and may vary due to factors beyond our control

Authenticity & Product Identification

• All products sold on Clinikally are sourced through authorized retailers and/or distributors to ensure 100% authenticity.
• Each product is assigned a Unique Clinikally ID (“UCID”), which is generated specifically for that individual item. The UCID serves the following purposes:
  1. Verifies the authenticity of the product, ensuring it is sourced from authorised partners.
  2. Facilitates post-delivery support and product verification when required.
  3. Helps us uniquely identify the item from other products in our system, allowing us to trace and confirm all pre-dispatch quality and packaging checks carried out before shipment.
  Important: Please do not remove or tamper with the Unique Clinikally ID after delivery, as it may be required for to avail any post-delivery support services related to your order.

At Clinikally, we understand that plans can change, and we’re here to support you when they do. Whether it’s a change of mind or an unexpected situation, our cancellation process is designed to be simple, transparent, and hassle-free.

Before processing cancellation

You may cancel your order by contacting our support team at support@clinikally.com or calling +91 70422 50910 (10 AM – 6 PM, Mon–Sat).

After processing cancellation

If the order has already been processed, you may refuse delivery at your doorstep to cancel the order.

Auto-Cancellation:

If the logistic partner can't deliver your order due to:

• Delivery failure, or
• Address issues, or
• Reasons beyond our control

your order will be automatically cancelled once it comes back to the warehouse and is verified by our team.

* Reasons beyond our control shall include any unforeseen circumstances or external factors that prevent or materially
hinder the fulfilment of your order.

Refund Timelines

Refunds for cancelled orders (whether before or after being processed) will be initiated within 24–48 business hours of the product being received at the origin /dispatch centre and successfully verified and will be credited to the original payment method within 5–7 business days, in accordance with the Refund Policy.

Other Terms

• We do not allow partial cancellations of products included in combo packs or bundles. Cancelling any one item will result in the entire combo being cancelled.
• If your order has already been dispatched, cancellation may not be guaranteed. In such cases, we kindly request you to refuse the delivery so we can initiate the cancellation and refund process.
• Once an order is successfully delivered, it will be considered complete and non-cancellable. Any further requests will be handled under our Return and Exchange Policy, subject to eligibility criteria.

At Clinikally, we want you to feel confident and secure when shopping with us. That’s why we’ve made our return and exchange process simple, transparent, and fair.

Returns are accepted under two categories:

• Category A – Product concern returns
• Category B – General returns

Please review the conditions below to understand which category your request may fall under and how to proceed:

• Category A. Product Concern Returns

If your order is affected by any of the following issues, you are eligible for a return under Category A, provided the request is raised within 2 (two) days from the date of delivery/receiving the product/order:

• Damaged or broken product
• Incorrect or wrong item received
• Product missing from package
• Delivered empty box
• Expired product 
• Used, opened, or tampered product
• Concerns regarding authenticity or product quality

Return conditions for Category A (Product concerns return)
To qualify for a return under Category A, the following conditions and requirements must be met in full:

• Timely Return Request - The return request must be raised within 2 (two) days from the date of delivery.
• Unboxing Video (Mandatory) - To validate your claim, you are required to provide an unboxing video that includes:

1. A 360° view of the sealed package before opening
2. Clear visibility of the Clinikally-branded seal or tape
3. Uninterrupted footage showing the full unboxing process, from start to finish
4. Clear capture of the issue (e.g., damaged item, missing product, incorrect delivery)
5. A close-up of the Unique
   Clinikally ID attached to the package, which helps verify the seller’s
   pre-dispatch checks

Please click here https://cdn.shopify.com/videos/c/o/v/785b7822666b4e4188f2d079c5c8191e.mp4 to refer to the guidance video for a complete understanding of how to record a valid unboxing video.

Please note: Return requests that do not include a valid unboxing video as per our guidelines may be deemed ineligible for processing.

• Returned Product Condition: Returned products/orders must:
  1.Be in their original packaging
  2.Have intact labels, barcodes, unique Clinikally ID and safety seals
  3.Not be used, opened, or tampered with beyond the reported issue
• Category B: General Returns

Changed your mind? No worries! If you’d like to return a product for any reason not related to product concerns mentioned in Category A, like simply not needing it anymore, you can place a return request within 5 (five) days of delivery, as long as the product is unused, unopened, and in its original packaging with all seals and
labels intact.

Return conditions for Category B (General returns)
To qualify for a return under Category A, the following conditions and requirements must be met in
full:

• Return Eligibility Window: Return request must be raised within 5 (five) days from the date of delivery.
• Product Condition Requirements:
  To be eligible for return under Category B, the product must
  1.Product must be unused and unopened
  2.Must be in its original packaging
  3.All seals, barcodes, Unique Clinikally ID and labels must be intact
  4.Product must not be damaged, altered, or tampered with.
• Return Charges: For general (non-defective) returns:
  1. A flat ₹300 will be deducted from the refund amount as return handling charges.
  2.In case of a replacement request, a ₹150 re-shipping fee will apply (subject to stock availability).
  3.Non-Acceptance Conditions: Returns will not be accepted if the product has been used, damaged, opened, or altered in any way.

Non-Returnable Products:  To ensure product integrity, customer safety, and compliance with applicable legal and hygiene standards, the following items and conditions are strictly non-returnable and non-exchangeable, irrespective
of the reason for return:

• The product has been used, opened, altered, or tampered with.
• The item is returned without its original packaging, or is missing essential tags, seals, accessories, or documentation.
• The order/ product’s serial number, barcode, unique Clinikally ID or safety seal is missing or has been tampered with.
• The return request is initiated after the eligible return window has expired, as
  defined under Category A or B.
• Products with a shelf life or expiry of less than 4 to 6 months from the date of order are not eligible for return, unless the product is received with compromised conditions as specified under Category A.

Combo Pack/bundle returns: Returns for combo packs must be made as a whole, not as individual items. Do not open or use any products in the combo pack if you intend to return it.

Return & Exchange Process

At Clinikally, we follow a structured and transparent return and exchange process to protect the interests of our customers, sellers, and partners. Please refer to the process below, aligned with the nature of your return request:

Step 1: Raise a Return/Exchange
Request

To initiate a return or exchange, please get in touch with us within the applicable timeline:

• Category A: Within 2 (two) days of delivery
• Category B: Within 5 (five) days of delivery

You may contact us by:

• Email: support@clinikally.com
• Phone: +91 70422 50910 (Monday to Saturday, 10:00 AM – 6:00 PM)

Step 2: Provide Required Details

To process your return or exchange
request, you will be required to provide the following:

• Your Order ID
• Clear images and/or videos of the product(s), including visible batch numbers and the nature of the issue (where applicable).
• A mandatory unboxing video that meets the conditions specified under Category A Return Condition.

Please refer to the detailed requirements outlined in Category A Return Conditions to ensure your video submission is valid and complete. Return requests without a compliant unboxing video may not be eligible for approval.

Step 3: Pickup and Shipping

• Once your request is reviewed and approved, a pickup will be scheduled within 3–4 business days, subject to serviceability at your location.
• If return pickup is unavailable in your area, you may be asked to self-ship the product to the designated return address.

Step 4: Verification and Resolution

All return requests undergo a structured internal verification process, particularly for Category A, which includes:

• Video Verification: Upon receiving your return request, our team carefully reviews the submitted unboxing video to confirm that it meets all required criteria, showcasing the sealed package, Clinikally tape, and the issue as discovered during the unboxing process.
• Responsibility Mapping: After video verification, we use the unique Clinikally Order ID attached to every package to trace the journey of your order, from dispatch to delivery. This allows us to identify where any lapses may have occurred and address them with the relevant stakeholders.
• Resolution and Fulfilment: Once the reported concern has been validated through the above steps, we proceed to issue a refund or replacement.

For Category A, replacement is subject to stock availability. In cases where a replacement cannot be fulfilled, a refund will be issued instead.

For detailed eligibility criteria and product conditions, please refer to:

• Category A – Product Concerns Returns
• Category B – General Returns

Step 5: Refund Processing

The refund process shall be carried out strictly in accordance with the Refund Policy provided herein.

Eligibility: Refunds may be issued in the following cases:

• Cancellations or returns processed in accordance with Category A or Category B, as the case may be
• Where a replacement is not available for an approved return
• Auto-cancellations due to delivery failure, incorrect address, or other reasons beyond our control

Refund Method

• For prepaid orders, the refund will be processed to the original payment method (credit/debit card, UPI, net banking, etc.)
• For Cash on Delivery (COD) orders, you will be required to share valid bank account details via our support team to receive the refund.

Refund Timelines

• Refunds are initiated within 24 to 48 business hours of:
  1.Receiving the returned item at origin/ dispatch centre (where applicable), and
  2.Completing all necessary internal verification steps
• Once initiated, the refund amount may take 5–7 business days to reflect in your account, subject to banking and payment gateway processing times.

Deductions and Charges

• For general returns under Category B, a ₹300 return handling charge will be deducted from the refund
• For approved replacement requests under Category B, a ₹150 re-shipping fee applies.

Conditions where Refunds Are not Applicable

Refunds will not be issued in the following cases:

• Products returned without adhering to the return conditions as provided under respective category.
• Returns submitted without a valid unboxing video where required (under Category A)
• Return requests made after the specified return window.
• Items classified as non-returnable due to hygiene, safety, or expiry-related restrictions
• Partial returns of combo packs or bundled offers (combos must be returned as a whole, unopened).

Additional Terms

• All refunds are processed only after successful internal verification
• Refund eligibility is subject to compliance with the Return and Exchange Policy
• In case of any dispute, Clinikally reserves the right to make the final determination regarding refunds, in line with applicable laws and platform policies.

At Clinikally, we are committed to providing accessible and high-quality healthcare through our video consultation services. This policy outlines how consultations are scheduled, how healthcare professionals are assigned, and what users can expect from the service.

Assignment of Healthcare Professionals

• Automated Allocation: The assignment of healthcare professionals for video consultations is based on availability and internal scheduling. Users do not have the option to select a specific healthcare professional.
• Qualified Personnel: All healthcare professionals on our platform are licensed, experienced, and trained in telehealth delivery. Each consultation is conducted by a professional qualified to address the user’s health concerns.

Consistent, Unbiased Care

• Standardised Service Delivery: All healthcare professionals are carefully vetted based on their credentials and expertise. Clinikally ensures high-quality care across all consultations, regardless of the assigned professional.
• Neutral Allocation: The assignment process is designed to maintain fairness, efficiency, and objectivity in service delivery.

Follow-Up Consultations

• Subject to Availability: While continuity of care is important, follow-up consultations with the same healthcare professional are subject to their availability.
• Alternative Scheduling: If the originally assigned professional is unavailable, Clinikally will offer the next available qualified healthcare professional and work to accommodate the user’s schedule.

Scope of Service

• Consultation Format: All video consultations are conducted via a secure digital platform, ensuring user privacy and compliance with applicable laws.
• Nature of Advice: Video consultations are intended for preliminary or follow-up advice and do not substitute for in-person medical examinations, diagnostics, or emergency care.
• Prescription Compliance: Prescriptions,if issued, are provided in compliance with applicable telemedicine and medical regulations in India.
• Information-Based Advice: All advice and recommendations given during a video consultation are strictly based on the information disclosed by the user. The accuracy and completeness of this information are essential for effective guidance. Clinikally and its healthcare professionals are not responsible for any adverse outcomes arising from omissions, misrepresentations, or incomplete disclosures made by the user.

Cancellations and Rescheduling

• Users may request to cancel or reschedule a consultation in advance by contacting our support team.
• Cancellations made after the scheduled consultation time may not qualify for a refund, subject to Clinikally’s sole discretion.

User Responsibilities

• Users are expected to:
  1. Join consultations punctually
  2. Maintain a stable internet connection
  3. Provide accurate and complete medical information for effective guidance
• Clinikally reserves the right to deny or suspend access to consultation services in cases of misuse, inappropriate conduct, or repeated no-shows.

• Clinikally reserves the right to reject any return, exchange, or refund request that does not comply with the conditions specified in our Shipping, Cancellation, Return & Refund Policy.
• By placing an order on our platform, you confirm that you have read, understood, and agreed to be bound by the terms of the Shipping, Cancellation, Return & Refund Policy.
• This policy shall be governed by and construed in accordance with the laws of India.
• All disputes arising in connection with this policy shall be subject to the exclusive jurisdiction of the competent courts at New Delhi, India.
• In compliance with the Consumer Protection (E-Commerce) Rules, 2020, the details of the designated Grievance Officer are as follows:

Name: Mr.  Harmeet Singh

Email: grievanceofficer@clinikally.com

Phone: +91 70422 50910

Address: 7th floor, Landmark
House, Plot no. 65, Sector 44, Institutional Area, Gurugram, Haryana- 122003