RETURN, REPLACEMENT & REFUND POLICY

(DOCBOON Platform)

1. APPLICABILITY

This Policy applies to all transactions conducted through DOCBOON.

All purchases made through the Platform are treated as commercial procurement transactions, particularly where the buyer is a hospital, clinic, or institutional entity.

2. NATURE OF TRANSACTION

By placing an order, the buyer acknowledges that:

• The purchase is made in the course of business or professional use
•  The buyer has conducted independent due diligence
•  The buyer possesses adequate knowledge to evaluate products

Retail consumer return standards shall not automatically apply.

3. NO GENERAL RIGHT OF RETURN

All sales are final and non-returnable unless specifically permitted under this Policy.

Return, replacement, or refund is:

•  Not automatic
•  Not a matter of right
•  Subject to strict eligibility and approval

4. MANDATORY INSPECTION (CRITICAL CLAUSE)

The buyer must:

•  Inspect goods immediately upon delivery
• Verify:
  • Quantity
  •  Physical condition
  •  Batch and expiry

5. CLAIM WINDOW (STRICT DEADLINE)

All discrepancies must be:

•  Reported within 48 hours of delivery

Failure to report within this period shall result in:

•  Irrevocable acceptance of goods
•  Waiver of all claims relating to:
  •  Quantity
  •  Quality
  •  Condition
  •  Specifications

6. ELIGIBLE CLAIM CATEGORIES (LIMITED)

Claims shall be considered only in the following cases:

6.1 Transit Damage

• Visible physical damage at delivery
•  Supported by clear photographic/ opening video (as applicable) evidence

6.2 Manufacturing Defect

•  Verified defect attributable to manufacture
• Subject to validation

6.3 Short Expiry

• Where expiry is below agreed period.

7. NON-ELIGIBLE CLAIMS (ABSOLUTE EXCLUSIONS)

Claims shall not be entertained for:

• Opened, used, or partially consumed products
•  Improper storage (including cold-chain failure)
•  Handling damage after delivery
•  Procurement errors (wrong selection, excess quantity)
•  Minor variations within permissible standards
•  Price fluctuations
•  Clinical dissatisfaction or outcomes
•  Claims raised beyond 48 hours

8. DOCUMENTATION REQUIREMENT

All claims must include:

• Invoice copy
•  Delivery proof
•  Batch details
•  Clear photographic or video evidence

Incomplete or unverifiable claims shall be rejected.

9. RETURN AUTHORIZATION (RMA SYSTEM)

No return shall be accepted without prior written approval from DOCBOON.

•  Approved returns may be assigned a Return Authorization (RMA)
•  Unauthorized returns shall be refused

10. REVERSE LOGISTICS & RISK

•  Buyer must ensure proper packaging during return
•  Risk remains with buyer until goods are received and verified

11. REPLACEMENT POLICY

Replacement shall be the primary remedy, subject to:

•  Product availability
•  Seller confirmation

12. REFUND POLICY

Refund shall be considered only if:

•  Replacement is not feasible

Refund shall:

•  Be limited to invoice value of affected goods
•  Exclude logistics, handling, or incidental costs

13. REFUND TIMELINE

Approved refunds shall be processed within:

• 7–10 working days

Actual credit time may depend on banking systems.

14. INSPECTION & VERIFICATION RIGHTS

DOCBOON and/or seller may:

•  Inspect returned goods
•  Reject claims if:
  • Product condition is inconsistent
  •  Evidence is insufficient

15. RISK TRANSFER (LEGAL POSITION)

• Risk in goods transfers to buyer upon delivery
• Buyer assumes responsibility for:
• •  Storage
  •  Handling
  •  Usage

16. FRAUD & MISUSE PROTECTION

DOCBOON reserves the right to:

• Reject suspicious claims
• Block accounts
• Recover losses
• Initiate legal action

17. PAYMENT ADJUSTMENT RIGHTS

DOCBOON may:

• Adjust refunds against seller payouts
• Withhold payments during disputes

18. LIMITATION OF LIABILITY

DOCBOON shall not be liable for:

• Indirect or consequential losses
•  Clinical or patient-related claims
• Business losses or delays

19. FINAL AUTHORITY

All decisions regarding:

•  Claim eligibility
•  Return approval
•  Replacement or refund

shall rest solely with DOCBOON and shall be final and binding.

20. POLICY INTEGRATION

This Policy shall be read with:

•  Terms of Use + Disclaimer
•  Privacy Policy
•  Cancellation Policy
•  Shipping & Delivery Policy

Stricter provisions shall prevail.

21. GOVERNING LAW & JURISDICTION

Governed by laws of India.
Jurisdiction: Courts at Ambala, Haryana.

22. ACKNOWLEDGMENT

By placing an order, the buyer:

• Accepts this Policy in full
• Agrees to strict timelines and limitations
• Waives any inconsistent claims