Refund Policy

Refunds are strictly tied to approved product returns governed by our Return Policy. A refund or credit will be issued only under the following verified conditions:

• Picking / Supply Error: Aethex Healthcare delivered an item that does not match the confirmed purchase order.
• Transit Damage or Shortage: Physical damage or box count shortages reported and documented on the Proof of Delivery (POD) slip within 24–48 hours of receipt.
• Official Manufacturer Recall: The product is subject to a formal batch recall issued by the manufacturer or drug regulatory authority.
• Verified Temperature Breach: Cold-chain failure during transit confirmed by temperature data loggers upon arrival.

Note: Refunds will NOT be issued for claims submitted past the statutory reporting window, for products with broken security seals, or for items damaged due to improper storage at the buyer's facility.

Before any refund is approved:

1. Physical & Batch Audit: Returned goods must pass a technical inspection at our central warehouse within 3 to 5 business days of arrival.
2. Verification Criteria: Inspection verifies that batch numbers, MRP labels, and serial codes match our dispatch logs, and that anti-tampering seals remain intact.
3. Rejection of Claim: If the returned stock shows signs of unauthorized handling, improper storage (e.g., degraded cold-chain items), or mismatched batches, the refund claim will be rejected, and the stock will be quarantined or returned at the buyer's expense.

Once a return passes quality inspection and receives final compliance approval:

• Credit Note (Default B2B Method): A Credit Note equal to the approved refund value will be issued to the Buyer's institutional account within 3 to 5 business days. This credit can be applied against current outstanding balances or future purchase orders.
• Direct Bank Transfer: If requested by the Buyer, direct refunds will be remitted solely via NEFT / RTGS to the registered bank account of the ordering entity within 7 to 10 business days.
• Prohibition of Cash Refunds: Cash refunds, personal account transfers, or payments to third-party accounts are strictly prohibited under applicable financial regulations.

• Shipping & Freight Charges: Original transport, freight, and special temperature-controlled packaging charges are non-refundable unless the return was caused by a picking error or supply breach committed by Aethex Healthcare.
• Restocking & Administrative Fees: Returns resulting from Buyer ordering errors (e.g., incorrect quantity or product requested) may be subject to a 10% to 15% restocking fee to cover warehouse inspection and administrative processing.
• Banking Fees: Any payment gateway fees or international wire transfer charges incurred during the original transaction will be deducted from the final refund amount where applicable.

• Pre-Dispatch Cancellation: Orders cancelled in writing prior to warehouse picking and dispatch are eligible for a full refund or credit note within 3 to 5 business days.
• Post-Dispatch Cancellation: Once an order has been picked, packaged, or handed to specialized medical couriers, it cannot be cancelled. The standard Return Policy procedures must be followed upon delivery.

For all refund inquiries, credit note reconciliation, or payment status updates, please contact our accounts team:

Aethex Healthcare – Accounts & Finance Division
Address: C-533 Siddhivinayak Tower, Makarba, Ahmedabad - 380051, Gujarat, India
Email: support@aethexhealthcare.com / info@aethexhealthcare.com
Phone: +91 9737003940