HIL strives to deliver correct medicines/items in the right/undamaged condition every time the customer places an order. We strongly recommend our customers to check the condition of the delivered products at the time of delivery and get back to us if there are any discrepancies.
Please note that the window to raise a return request is open till 48 hours after the order has been delivered. The items are eligible for a return under the following circumstances.
Product(s) delivered do not match the order: This would include items that are different from what the customer ordered.
Product(s) were delivered in damaged/non-working condition.
Product(s) have missing parts or accessories or different from their description on the product page.
Product(s) are returned in original packaging i.e. with labels, barcode, price tags, original serial no. etc.
Batch number of the product(s) being returned matches with the one(s) mentioned in the invoice.
Product(s)/medicines(s)/bottle(s) are unused. Opened medicine strip(s)/bottle(s) are not eligible for returns.
The damages/defects are covered under the manufacturer’s warranty.
Note: Replacement of product(s)/order is not supported as of now. For such cases, customer needs to return the items and refund will be issued post verification.
Certain categories of products are not eligible for returns:
Categories
Type of products
Temperature controlled medicines
Vials, Injections, Pen-fills, Vaccines or any other products or specialty medicines requiring cold storage
Baby Care
Breast Pumps, Diapers, Ear Syringes, Wipe Warmers, Bottle Nipples
Food and Nutrition
Health supplements and drinks
Healthcare devices
Glucometer Lancet, Healthcare Devices, Surgical, Health Monitors
Sexual Wellness
Condoms, Fertility Kit, Lubricants, Pregnancy Kits
Personal Care
Oral Care (Toothbrushes, toothpastes, mouthwashes etc); Feminine Hygiene (Sanitary Pads, Panty Liners, Menstrual Cups etc.); Shaving and Hair Removal (Men’s Shaving – Razors, Blades, Shaving Foams, Brushes etc.; Men’s Beard Care – Beard Oil, Beard Serum etc.; Women’s Hair Removal – Wax Strips, Creams, Razors etc)
Family Nutrition
Infant Baby Food, Toddlers’ and Kids’ Health Drinks
Vitamin and Mineral Supplements
(Core Letter Vitamins, Multi-Vitamins
Health Care Products
Ayurveda Products, Pain Relief Products, Herbal Supplements, Medical Supplies, Adult Diapers
In case these items are received as damaged, customers are requested to contact the customer care and a refund would be issued post verification. We might ask for pictures/video for verification purpose.
1. Return Process
If your order is eligible for a return, you can raise a return request within 48 hours from the date of delivery. All returns are reviewed for eligibility and refund is subject to review and verification by HIL team.
Login to app and feel free to raise a ticket via WhatsApp >> “I would like to return my order”> and initiate / intimate return
Upon eligibility verification, HIL will initiate return and intimate the collection of product(s) to be returned. Return pick up should happen within 3 days of raising the return request.
The customer is required to handover the product in original packaging.
Refund will be initiated once HIL receives the product and verifies the same.
2. Refund Timelines
Refunds for all eligible Returns are issued through the payment method used at the time of purchase, except for Cash on Delivery.
The time frame for different payment modes is typically 5-7* business days post the return has been received and verified by HIL.
* 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 HIL corporate office operates. Considering limited manpower at banks due to COVID-19, refund timelines might vary.
For orders placed using Cash on Delivery as the payment method, refunds can be processed to your bank account via National Electronic Funds Transfer (NEFT). There will be no cash refund. You will need to update the following information to enable us to process a refund to your account.
The Bank Account Number
IFSC Code
Account Holder’s Name
Important: Refunds cannot be processed to third-party accounts. The name on your HIL account should match with the name of the bank account holder. HIL 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.