Cancellation, Return & Replacement Policy

To request a return or replacement, customers must notify us via our website, email, or WhatsApp. Once we receive your request, SurgiNatal will promptly initiate a verification process and take appropriate action.

You can contact us at:

Email: info@surginatal.com
Phone/WhatsApp: +91-9403890299
Address: Medinatal Healthcare Pvt. Ltd., Basement Shivansh Apartment, Hanuman Vatika-1, Rajni Vihar, Heerapura, Jaipur, Rajasthan 302024

Our Cancellation Policy

You are entitled to cancel Your Order before the order is marked “Shipped” by giving proper reason for doing so.
No cancellation is allowed after the order is marked shipped.
If any order is cancelled after being shipped, we will be able to refund back the amount after deducting forward and return charges borne by Surginatal.

Conditions for a Return/Replacement

The option to return will be allowed to you at the sole discretion of Surginatal, and such requests may only be considered in the following cases:

Products were received in a damaged condition
Products were received in packaging that had already been opened;
Due to a Product complaint after verification by Surginatal
When the Product is received is expired or remaining expiry period of fewer than 3 months from the date of dispatch - (unless already confirmed and agreed by the customer);
Incorrect order processing, where you have placed an order for one item, a different item was dispatched by Surginatal;
Shipment of short quantity;
When the time period since order confirmation exceeds 30 days – the order is automatically cancelled and a refund (where applicable) is initiated
When an order has been confirmed and not yet been shipped, the customer can cancel the order before order is shipped

In above mentioned cases, in order for the items to be eligible for a return, please make sure that:

The Goods were received in the last 7 days and The Goods are in the original packaging.

We will initiate Return/Replacement or Refund for item/s in issue within 7 working days of receiving complaint after vetting the same

The Following Goods cannot be Returned:

The supply of Goods made to your specifications or clearly personalized. The supply of Goods which according to their nature are not suitable to be returned, deteriorate rapidly or where the date of expiry is over.
The supply of goods that are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
The supply of items which are, after delivery, according to their nature, inseparably mixed with other items.

We reserve the right to refuse returns of any merchandise that does not meet the above return conditions at our sole discretion.

Note: Other than above mentioned cases, if customer still wants to return the product in unopened, unused state due to any reason, they can do so by following method:

Send it back to us via courier to our office address at their own cost: Medinatal healthcare Pvt Ltd, Basement Shivansh Apartment, Hanuman Vatika-1, Rajni Vihar, Heerapura, Jaipur, Rajasthan 302024
Requesting to our customer support team for return pickup from the customer place.
In both the above mentioned scenarios, Courier cost borne by Surginatal (Forward and return) will be deducted from Final Refund amount.

Payment in any of the above cases, after due verification from Surginatal end if required:

If payment has been made by credit card/debit card through the designated payment gateway, then the refund amount will be reversed back to your credit card/bank account within 15 days of receipt of the returned goods. Sometimes financial organizations take a longer time to process the refund request.
If payment has been made by a NEFT / RTGS transfer has been made then the refund amount will be reversed back to your bank account within 15 days of receipt of the returned goods;
If payment has been made by Cash on Delivery method then the refund amount will be transferred to your bank account (as per bank account details provided by you) within 15 days of receipt of the returned goods.

This Payment and Refund Policy sets out the terms and conditions on the basis of which we, Medinatal Healthcare Private Limited (collectively, “Company” or “we” or “us” or “our”), will process payments and refunds for transactions carried on through your use of the mobile application or the website (collectively referred to as the “Platform”) while availing services (detailed in the Terms and Conditions) made available to you through the Platform (the “Services”).

Payment

You may use any payment service: UPI, internet banking or debit or credit cards for making payments for availing any of the Services over the Platform for making payments to the us. You shall be directed to our payment aggregation partners (“Payment Aggregator”) once you proceed to make payment. Once redirected to the Payment Aggregator, you agree to be bound by the terms and conditions and privacy policy prescribed by the Payment Aggregator, basis which the transaction shall take place. We will share your details with the Payment Aggregator as per the terms mentioned in our Privacy Policy and the same shall be processed in accordance with Payment Aggregator’s privacy policy.
We shall not be liable in any manner whatsoever, if incorrect or inaccurate details (including those concerning credit or debit card(s)) are provided by you for making the payment or if you use a credit or debit card which is not lawfully owned by you or if you permit a third party to use your password or other means to access your bank account or credit card or debit card. Please note that neither you nor our Payment Aggregator will be monitoring your use of any payment channel and you are required to use the payment modes at your sole option and risk.
Our Payment Aggregator may block any card number, account numbers, group of cards or transactions from any specific blocked or blacklisted customer cards, accounts, group of IP addresses, devices, geographic locations as deemed fit.
Our Payment Aggregator and banks reserve the right to reject payments with respect for any order including for suspicious and unlawful transactions, potential or actual fraud, suspicious activities, card authentication and authorization issues, over payment made due to mathematical errors or any other issue.
We shall keep the financial information as referred to in our Privacy Policy confidential at all times and shall not utilize and share the same with any of the third parties unless it is a third party website consented to by you and / or required by law, regulation or court order.
We shall not be liable for the rejection of any authorization request placed by you for any payment, by any bank, payment gateway or payment aggregator or other relevant third party, for any reason including but not limited to risk management, suspicion of fraudulent, illegal or doubtful transactions, use of blacklisted/banned cards or pursuant to applicable laws, rules or regulations or any instructions from (or contained in) any guidelines or instructions by the Reserve Bank of India or any internal policies, etc., of such bank, payment gateway or other relevant third party.

Specific Payment Mode

Please note that whenever you choose to utilize any mode of payment, you must fulfill the terms and conditions, as applicable to that mode of payment.
Specifically for QR code payment, you note that:
- QR Code is provided by our Payment Aggregator.
- You can make payments through UPI or a valid card by scanning the QR Code correctly through any of the payment apps available with you and entering the correct amount.
Your data will be processed in accordance with the relevant payment aggregation partner’s relevant privacy policy and terms, which you should comply with, as applicable.

Refunds

Refunds cannot be processed to third-party accounts. The name mentioned on the Platform account should match with the name of the bank account holder.
Refund request against delays, nature of product, efficacy of treatment, health outcomes of the product will not be entertained.
In the event of any complaint or dispute raised by you in relation to any payments made by you on the Platform, you shall raise such disputes with us within 15 days from the date of such payment by writing us at: info@surginatal.com
Upon receipt of such a complaint or dispute, we will make reasonable efforts to verify the facts of such complaint/ dispute and may at its sole discretion initiate the refund to you.
Refunds may be processed within 15 working days from the receipt of a request from you. All communications with regards to refund should be sent to: info@surginatal.com

Refund Timelines

The time frame for different payment modes is typically 5-7 business days post the return has been received and verified by us.
Refund timelines depend on bank turnaround times and RBI guidelines. This may change from time to time. Business days shall mean the working days on which our corporate office operates.
To receive refunds in NEFT form, you will need to update the following information to enable us to process a refund to your account:
- The Bank Name
- The Bank Account Number
- IFSC Code
- Account Holder's Name

We will not be liable for any delay caused in refunds due to delay by third party affiliates (including banks), in providing information by you, technical issues and other reasons beyond its control.