Return, Replacement, Cancellation & Refund Policy

Last Updated: September 2026

At Medin, we are committed to providing genuine, quality healthcare and medical products. We understand that there may be situations where a product needs to be returned or replaced.

To ensure a fair, transparent and efficient process for our customers, all returns, replacements, cancellations and refunds are governed by the policy below.

1. Return Eligibility

Eligible products may be requested for return within 7 days from the date of delivery, unless a different return period or a non-returnable condition is specified on the individual product page.

A product will generally be eligible for return only when:

The product is unused and in its original condition.

• The original manufacturer/retail packaging is intact.

• All accessories, manuals, warranty cards, labels, tags, freebies and other components originally supplied with the product are returned.

• The product and packaging have not been damaged, altered or tampered with.

• The serial number, model number and other product identification details match the product originally supplied by Medin.

• The return request complies with the conditions stated in this policy.

Approval of a return request does not automatically constitute approval of a refund. All returned products are subject to inspection and quality verification after receipt.

2. Damaged, Defective, Wrong or Incomplete Products

If you receive:

• A physically damaged product;

• A product different from what you ordered;

• A product with missing parts/accessories; or

• A product that appears defective on delivery,

please notify Medin within 48 hours of delivery.

Customers may be required to provide clear photographs and/or video showing the product, packaging, shipping label, serial/model number and the reported issue.

Depending on the nature of the issue and availability of the product, Medin may offer a replacement, resolution under the manufacturer's warranty, or refund, as applicable.

For manufacturing defects covered by a manufacturer's warranty, the customer may be required to follow the manufacturer's authorised service/warranty procedure.

3. Non-Returnable Products

For reasons of hygiene, health, safety and product integrity, certain products may not be eligible for return once opened or used.

These may include, but are not limited to:

• Glucometer strips, lancets and other consumables;

• Products that come into direct contact with the body where hygiene is a concern;

• Opened or used personal healthcare products;

• Products with broken manufacturer seals;

• Products specifically marked Non-Returnable, Final Sale or similar on the product page;

• Products customised, specially sourced or procured against a specific customer requirement;

• Certain institutional or bulk/B2B orders;

• Products that cannot be resold for health, hygiene or safety reasons after opening.

This restriction does not affect cases where an incorrect or damaged product has been supplied by Medin or other rights available to the customer under applicable law.

4. How to Request a Return

Customers should submit their return request through the Return Request option available in their Medin customer account.

If you contact Medin through WhatsApp, telephone or email regarding a return, our team may guide you to register the return request through the designated return process so that it can be properly tracked.

Please do not hand over a product to any courier or delivery executive until the return has been approved and pickup/return instructions have been provided by Medin.

Unauthorised returns may not be accepted.

5. Mandatory Return Packing & Handover Procedure

Once a return has been approved, the customer must carefully repack the product.

The return parcel must include, wherever originally supplied:

• The correct product;

• Original manufacturer/retail box;

• Accessories and attachments;

• Adapter, cables, cuffs, batteries or other components, as applicable;

• User manuals;

• Warranty cards;

• Tags and labels; and

• Any complimentary/free items supplied with the product.

Before handing the return parcel to the courier partner, customers are strongly advised to retain clear photographs/video showing:

1. The product and all accessories/components being returned;

2. The product placed inside its original retail/manufacturer packaging;

3. The condition of the original product packaging;

4. The final securely packed/sealed return parcel; and

5. The return shipping label/AWB, wherever available.

Customers should retain this evidence until the return and refund/replacement process has been completed.

This helps protect both the customer and Medin if there is any discrepancy regarding the contents or condition of a parcel during reverse transportation.

6. Reverse Pickup

Where reverse pickup is available, Medin may arrange collection through its logistics partner.

The courier executive may perform a quality check at the time of pickup depending on the service available for the shipment.

Customers should hand over the product only against the authorised return pickup and ensure that all approved items, packaging and accessories are included.

Successful pickup by a courier does not by itself constitute acceptance of the return or approval of the refund. The returned product remains subject to inspection after it reaches Medin or the designated return facility.

7. Inspection and Quality Check

Every returned product may undergo a quality check after receipt.

Medin may verify:

• Product condition;

• Signs of use or damage;

• Original packaging;

• Accessories and components;

• Serial/model numbers;

• Quantity;

• Manuals/warranty cards;

• Free items supplied with the order; and

• Any other relevant return conditions.

Where necessary, Medin may maintain photographic/video records while receiving and inspecting returned shipments.

If the product passes the applicable return conditions, the refund or replacement will be processed.

8. Missing Packaging, Accessories or Damaged Returns

If a returned product is received with missing original packaging, missing accessories/components, physical damage, excessive signs of use, serial-number mismatch or any other material discrepancy, Medin reserves the right, subject to applicable law and the circumstances of the case, to:

• Reject the return;

• Offer a replacement instead of a refund where appropriate;

• Apply a reasonable deduction reflecting the missing/damaged components or loss in product value; or

• Offer full or partial Medin Store Credit as an agreed resolution.

Where there is a dispute regarding whether an item, accessory or packaging was handed over to the reverse-pickup courier, Medin may review available customer evidence, courier pickup records, photographs, QC information, shipment weight information and warehouse receiving records before making a decision.

9. Refund Process

Refunds are processed only after the returned product has been received and successfully inspected, except where Medin determines otherwise.

Once the refund is approved and initiated by Medin:

Prepaid Orders:
Eligible refunds will generally be processed to the original payment method used for the purchase.

Please note that after Medin initiates a refund, the amount may take approximately 5–10 business days to appear in your bank account, card or other payment method, depending on the payment gateway, issuing bank and payment method.

This processing time is controlled by the respective banking/payment networks and may vary.

Cash on Delivery (COD) Orders:
For eligible COD refunds, Medin may request the customer's bank account/UPI details or use another available refund method.

The customer is responsible for providing complete and accurate refund details.

Medin will never request sensitive information such as an ATM PIN, UPI PIN, CVV or OTP for processing a refund.

10. Shipping, Delivery and COD Charges

Original shipping/delivery charges and Cash on Delivery (COD) charges, if any, are non-refundable.

Accordingly, any shipping, delivery, handling or COD fee collected as part of the original order may be deducted/excluded while calculating the refundable amount.

However, where a return arises solely because Medin supplied an incorrect or damaged product, Medin may waive applicable return logistics charges at its discretion or as required by applicable law.

11. Reverse Shipping Charges

Where the return is due to an error attributable to Medin, such as an incorrect product being supplied or eligible transit damage, Medin will ordinarily bear the approved reverse-shipping cost.

For eligible returns arising from customer preference, change of mind or other reasons not attributable to Medin, applicable reverse-pickup/shipping charges may be deducted from the refund amount.

Any applicable deduction will be communicated as part of the return resolution.

12. Medin Store Credit

In appropriate cases and with the customer's agreement, Medin may offer a full or partial Store Credit instead of, or in combination with, another refund method.

Store Credit may be considered for situations including mutually agreed return settlements, incomplete returns, packaging discrepancies or other exceptional cases.

Store Credit can be used for eligible future purchases on Medin, subject to the terms communicated when the credit is issued.

13. Replacement

Where a replacement has been approved, it will generally be dispatched after the returned product has been received and inspected, unless otherwise communicated by Medin.

Replacement is subject to stock availability.

If the same product/model is unavailable, Medin may offer an alternative product, Store Credit or refund, as mutually applicable.

14. Order Cancellation

Customers may request cancellation before an order has been dispatched.

Once an order has been shipped or handed over to the logistics partner, cancellation may no longer be possible and the applicable return procedure will need to be followed after delivery.

Any non-refundable charges already incurred may be excluded from the refund where applicable.

15. Refusal of Delivery / Return to Origin (RTO)

Customers are requested to accept confirmed orders at the delivery address provided.

For orders refused at delivery or returned to Medin due to customer-related reasons, including incorrect/incomplete address, repeated unsuccessful delivery attempts, customer unavailability or refusal to accept the shipment, applicable forward shipping, COD and/or return-to-origin logistics charges may be deducted from any eligible refund, subject to applicable law.

16. Bulk, Institutional and B2B Orders

Bulk, institutional, hospital, clinic, distributor and B2B orders may be subject to separate commercial terms agreed at the time of quotation/order.

Unless otherwise agreed in writing, products specially procured, imported, customised or sourced specifically against an institutional/B2B order may not be eligible for return due to change of mind.

Claims relating to shortage, transit damage or incorrect supply should be reported promptly after delivery along with supporting documentation.

17. Abuse or Misuse of the Return Policy

Medin reserves the right, subject to applicable law, to review or decline return requests involving suspected fraud, product substitution, serial-number mismatch, deliberate product damage, repeated misuse of the return process or other fraudulent activity.

18. Contact Us

If you need assistance with a return, replacement or refund, please contact Medin Customer Support through the contact details provided on Medin.co.in.

Please keep your Order Number readily available so that our team can assist you efficiently.

Medin
Healthcare & Medical Products
www.medin.co.in

This policy should be read together with Medin's Terms of Service, Shipping Policy and Privacy Policy. Nothing in this policy is intended to limit any rights available to consumers under applicable Indian law.