Refund policy

Return & Refund Policy

This Return & Refund Policy applies to all purchases made on the Pali Sante website. By placing an order, you agree to the terms outlined below.

General Policy

Due to the nature of medical and home care equipment, returns and refunds are governed by strict quality, hygiene, and regulatory standards.

  • Returns are accepted only for eligible products
  • Certain items are non-returnable and non-refundable
  • All return requests are subject to inspection and approval by Pali Sante

Eligibility for Returns

A return may be accepted only under the following conditions:

  • The product is damaged during transit
  • The product received is defective
  • The product received is incorrect or incomplete

To be eligible for a return:

  • The request must be raised within 48 hours of delivery
  • The product must be unused, uninstalled, and in original packaging
  • All original accessories, manuals, and invoices must be included

Non-Returnable & Non-Refundable Items

For safety, hygiene, and regulatory reasons, the following items cannot be returned or refunded:

  • Personal hygiene or patient-contact products
  • Consumables or disposable medical supplies
  • Opened, used, or tampered medical equipment
  • Products damaged due to misuse, improper handling, or installation errors
  • Items marked as “Non-Returnable” on the product page

This is in accordance with applicable Indian consumer and medical product regulations.

Return Request Process

To initiate a return:

  1. Contact our support team via the Contact Us page
  2. Provide your order number, product details, and clear images or videos showing the issue
  3. Our team will review the request and respond within 2–3 business days

Pali Sante reserves the right to approve or reject return requests after evaluation.

Reverse Pickup & Shipping

  • Approved returns may be collected via reverse pickup, subject to service availability
  • If reverse pickup is unavailable, customers may be asked to self-ship the product
  • Return shipping costs may be deducted from the refund amount unless the return is due to our error

Refund Policy

Once the returned product passes inspection:

  • Refunds are processed within 7–10 business days
  • Refunds are issued to the original payment method only
  • Shipping charges (if any) are non-refundable

Cash on Delivery (COD) Refunds

  • COD orders are refunded via bank transfer or store credit
  • Customers must provide valid bank details when requested
  • COD convenience charges (if applicable) are non-refundable

RTO (Return to Origin) Policy

If an order is returned to origin due to:

  • Incorrect or incomplete address
  • Customer unavailable or unreachable
  • Refusal to accept delivery
  • COD rejection

Then:

  • The order may not be eligible for refund
  • Any shipping, RTO, or handling charges may be deducted
  • Pali Sante reserves the right to block repeated COD misuse

Damaged or Defective Products

Customers must:

  • Report damaged or defective items within 48 hours of delivery
  • Share unboxing photos or videos as proof

Claims made after this period may not be accepted.

Cancellations

  • Orders can be cancelled before dispatch only
  • Once shipped, cancellation requests will not be accepted
  • Pali Sante reserves the right to cancel orders due to stock issues, verification failure, or regulatory reasons

Liability Disclaimer

  • Pali Sante shall not be liable for indirect or incidental damages
  • Product suitability must be assessed by the customer or healthcare professional before use
  • Risk of loss passes to the customer upon successful delivery

Policy Amendments

Pali Sante reserves the right to update or modify this policy at any time without prior notice. Updates will be effective immediately upon posting on the website.

Contact Information

For return or refund queries, please reach out via our Contact Us page or customer support channels listed on the website.