Return Policy

Returns are processed on an exception basis for B2B accounts. A return request will be evaluated only under the following verified conditions:

• Picking / Packing Errors: Discrepancy between the delivered items and the confirmed purchase order or tax invoice.
• Transit Damage: Physical damage to outer secondary packaging or primary seals sustained during transit.
• Batch Recall: Formal product recall initiated by the manufacturer or drug regulatory authorities.
• Verified Shortage: Box count or strip count shortage noted on the transport bill upon arrival.

Mandatory POD Requirement: For transit damage or shortage claims, the defect or box count discrepancy MUST be explicitly written on the carrier's Proof of Delivery (POD) slip at the time of receiving. Claims without POD notation will be rejected.

To comply with healthcare safety laws and prevent cross-contamination, the following product categories are strictly non-returnable under any circumstances:

• Cold Chain & Temperature-Sensitive Goods: Vaccines, insulin, biologics, sera, or any product requiring temperature storage between 2°C–8°C or below freezing.
• Opened or Altered Seals: Products with broken anti-tamper seals, opened outer cartons, removed batch labels, or partial blister packs.
• Schedule-Controlled Substances: Regulated narcotics, habit-forming drugs, or restricted categories under statutory drug schedules.
• Short-Dated Inventory: Products with remaining shelf-life of 6 months or less from the date of the return request.
• Sterile Surgical & Single-Use Disposables: Any sterile packaging that has been unsealed, punctured, or exposed to atmospheric conditions.
• Customer Storage Violations: Goods stored outside prescribed humidity and temperature limits after delivery confirmation.

Requests submitted after these windows will be deemed accepted by the buyer, and no return will be authorized.

Direct returns sent to our warehouses without prior written approval will be rejected at the loading bay and returned to the sender at their expense.

To initiate an authorized return:

1. Email support@aethexhealthcare.com with the Subject Line: RETURN REQUEST - [Invoice Number] - [Facility Name].
2. Attach the Purchase Order copy, Tax Invoice, photo/video proof of the damaged or mismatched batch, and a copy of the signed POD slip.
3. Upon review, our compliance team will issue an official Return Merchandise Authorization (RMA) Number and specific pickup instructions.

• Packaging for Return Transit: Approved return items must be packed securely in their original shipping boxes with the RMA number clearly marked on the exterior.
• Logistics Arrangement: Aethex Healthcare will coordinate reverse logistics through authorized medical couriers for approved picking errors or transit damages.
• Warehouse Audit: All returned products undergo technical audit upon arrival. If the returned batch does not match the invoice, or if unnoted physical damage is found, the RMA will be voided, and no refund or credit note will be issued.

For questions or to submit a return request, contact our regulatory desk:

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