account Sign In / Sign Up

SHIPPING, RETURN, CANCELLATION AND REFUND POLICY

This Payment, Returns, Refund and Cancellation Policy sets out the terms and conditions on the basis of which we, Pratham Healthcare (collectively referred to as “Company” or “We” or “Our” or “Us”) will process payments and refunds for transactions carried on through your use of the mobile application or the website (collectively referred to as the “Website”) while availing services (detailed in the Terms and Conditions) made available to you the Website (the “Services”)

SHIPPING POLICY

  1. Shipment Processing Time

    We will try our best to get your products to you within the estimated delivery times. If the package has not reached you by the expected delivery date, please write to us at info@vetallies.in and we will try our best to resolve your issues. If there will be a significant delay in shipment of Your Order, We will contact You via email or telephone.

  1. Shipping Rates & Delivery Estimates

    Estimated shipping charges are calculated as per the value of the order and can be viewed in the cart section at the time of checkout. Delivery delays can occasionally occur.

  1. Shipment Confirmation & Order Tracking

    You will receive a Shipment Confirmation Email/ Messages once Your Order has shipped containing your tracking number(s).

RETURN POLICY

  1. General
Our team facilitates processing correct medicines as per order and prescription and all other products as provided by us, and strives to service the medicines and products in right conditions/ without any damage every time a consumer places an order. We also strongly recommend the items are checked at the time of delivery.
If the product that you have received is damaged, then do not accept the delivery of that product. If after opening the package you discover that the product is damaged or the item has already expired, the same may be returned for a refund. Please note that we cannot promise a replacement for all products as it will depend on the availability of the particular product, in such cases we will offer a refund.
In the aforesaid unlikely situations, if there is something wrong with the order, We will be happy to assist and resolve your concern. You may raise a Return request by writing to us at info@vetallies.in along with appropriate image attachments of your concern within 07 (Seven) days from the delivery of the product. The Company reserves the right to cancel the Return request, if the customer reaches out to Us after 07 days of delivery.
Upon receiving your Return/Refund request, We shall verify the authenticity and the nature of the request. If the Company finds that the request is genuine, it will initiate the Return and Refund process. The Company shall process the refund only once it has received the confirmation from the vendor concerned in respect of the contents of the product relating to that refund.
In the event of frivolous and unjustified complaints regarding the quality and content of the products, The Company reserves the right to pursue necessary legal actions against You and You will be solely liable for all costs incurred by Us in this regard.
  1. Conditions
The returns are subject to the below conditions:-
  1. Any wrong ordering of product doesn’t qualify for Return;
  2. Batch number of the product being returned should match as mentioned on the invoice;
  3. Return requests arising due to change in prescription do not qualify for Return;
  4. Product being returned should only be in their original manufacturer's packaging i.e. with original price tags, labels, bar-code and invoice; and
  5. Partially consumed strips or products do not qualify for Return, only fully unopened strips or products can be returned.
  6. Original sales invoice has to be returned for processing returns and refunds
  7. Non-Returnable Products
Certain categories of products marked as non- returnable on product page, will not qualify for the Return as per Our Return policy. The details of the non- returnable products are mentioned below:

CATEGORY

TYPE OF PRODUCT

 

 

 

 

 

 

 

 

 

 

 

 
 
Items marked as "Non-Returnable" on the product detail page or items whose return window has expired cannot be returned. If such an item is indeed returned along with another returnable item, We will disallow a refund or return of the “Non-Returnable” product to you when our partner licensed retail pharmacy verifies the returned item(s).
  1. Products Not Eligible For Return
As per terms offered by all the sellers on the Website, the products shall not be eligible for a return under the following circumstances-
  1. If the item has been opened, partially used or disfigured. The user is strongly advised to check the package carefully at the time of acceptance of products by the user from the user’s delivery agent;
  2. If the product has been tampered with;
  3. If the product packaging and/or packaging box and/or packaging seal has been tampered with. The user is strongly advised to check the package carefully at the time of acceptance of products by the user from the user’s delivery agent and it is emphasized that the user should not accept the order if the package appears to be tampered;
  4. If it is mentioned on the product detail page that the product is non-returnable;
  5. Any accessories/freebies supplied with the product are missing;
  6. If the product does not have serial number / UPC number/ barcode affixed, which was present at the time of acceptance of products by the user from the user’s delivery agent;
  7. Any damage/defect which is not covered under the manufacturer's warranty;
  8. The product is without original packing and/ or accessories;
  9. If the product is damaged due to misuse;
  10. Products related to the aforesaid “non-returnable” category. However, the Company shall accept return if aforementioned products are defective, deficient or spurious or not of the characteristics or features as advertised or if they are delivered late.
  11. Return Process
  12. For Return, Go to My Orders  Select the respective order  click on ‘RETURN’ and select reason for return.
OR You can also place a request for return of any product by emailing us at info@vetallies.in  You will be notified if your request is accepted.
  1. Once the claim is verified as genuine and reasonable, We will initiate the collection of product(s) to be returned.
  2. The customer will be required to pack the product(s) in original manufacturer’s packaging with all the labels intact.
  3. Returns will be accepted only within 07 days from the date of delivery subject to storage and physical conditions of the items or medicine purchased by You.
  4. Refund will be completed within 7-10 business days from date of reverse pick up (if required).
* 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 Pratham Healthcare corporate office operates.

CANCELLATION POLICY

  1. Cancelling an Orders

An order for the products available through the use of the Website including but not limited to Veterinary Medicines, Veterinary Products, Dietetic Food For Veterinary Use, Dietary Supplements For Animals, Pet Care and Accessories can be cancelled from the ‘Order Details’ screen on the website/ app or by emailing us at info@vetallies.in before it is marked as “Dispatched”. Else, you can refuse it at the time of delivery and a refund will be processed as per the Refund Policy. All refund will be made only through NEFT to the Account which is provided by the customer. Refund for credit card payments will take 7-8 days to get processed.

  1. Conditions

In certain cases the orders that have already been dispatched by us will not be cancelled in accordance with this policy. The customer agrees not to dispute the decision made by Pratham Healthcare and accept the Company’s decision regarding the cancellation.

REFUND POLICY

  1. Refund Timeline
  2. Please note that the refund amount mentioned at the time of return on the Website is an estimate and will be finalised after completion of verification. Once the pick-up is completed and the product is verified by the seller, a refund of the total amount paid for the products returned by you will be initiated for eligible returns as mentioned above.
  3. Refund will be initiated only post successful verification of the products by the seller.
  4. Please note that the amount is expected to reflect in your account after completion of verification from the seller.
  5. You understand and acknowledge that we reserve the rights to claim back any refund that has been processed by us as a result of fraudulent activities such as return of wrong products or wrong quantity of the products.
  6. Additional Information
  7. Refunds for all eligible returns or cancellations are issued through the payment method used at the time of purchase, except for cash payments made under the Pay on Delivery mode of payment.
  8. You will not receive cash refunds in connection with a card sale.
  9. Refunds cannot be processed to third-party accounts. The name on your account should match with the name of the bank account holder.
  10. Refunds will only be made against genuine and traceable cancellation or return requests generated by you by clicking on the cancellation button provided on the Website under your account. Refund request against delays will not be entertained.
  11. The Company will not be liable for any delay caused in refunds due to delay by third party affiliates (including banks), in providing information by the customer, technical issues and other reasons beyond its control.
  12. The estimated time period for a refund is 7-10 business days.
  13. All communications with regards to refund should be sent to our registered email id info@vetallies.in.