Aorta Laboratories

1. Definitions

Return
A “Return” refers to the process by which a customer requests to send back a delivered product due to specific and eligible reasons defined under this policy.

Refund
A “Refund” refers to the repayment of the eligible order amount after successful verification and approval of a return or cancellation request.

Cancellation
“Cancellation” refers to the withdrawal of an order or service request prior to shipment or service execution.

2. Return Eligibility Criteria

A return request may be considered only under the following conditions:

• The delivered product does not match the order placed
• The product was damaged during transit
• The product delivered is expired or unfit for use at the time of delivery

Important Customer Instructions

• Do not accept delivery if the outer packaging appears damaged or tampered
• If damage is noticed after opening the package, raise a return request immediately
• Replacement is not guaranteed and depends on availability
• Aorta reserves the right to process a refund instead of replacement

⏱ Return requests must be raised within 7 calendar days of delivery

3. Non-Returnable Conditions

Returns will not be accepted under the following circumstances:

• Incorrect product ordered by the customer
• Change or alteration in prescription after order placement
• Batch number mismatch between product and invoice
• Partially consumed, opened, or used products
• Products returned without original packaging, labels, invoice, or barcode
• Requests raised beyond the prescribed return window

4. Non-Returnable Product Categories

The following product categories are strictly non-returnable, considering safety, hygiene, and regulatory constraints:

• Baby Care products
• Healthcare Devices
• Food & Nutrition supplements
• Sexual Wellness products
• Temperature-controlled or cold-chain specialty medicines

5. Return Process (Step-by-Step)

1. Raise a return request via the official website or Aorta Customer Support
2. The request is verified within 72 business hours
3. If approved, pickup instructions are shared
4. Product must be returned in original manufacturer packaging
5. Final approval is subject to vendor/manufacturer validation

Failure to comply with return conditions may result in rejection.

6. Refund Process & Timelines

Refunds are initiated only after successful verification and confirmation.

Refund Timeline

• Refund processing may take up to 30 days from product pickup or approval date

Refund Mode

• Wallet payments: Credited back to the same wallet
• COD payments: Refunded via bank transfer

Shipping charges are non-refundable unless the error is attributable to Aorta.

7. Medical Booking (Diagnostic Tests)

Refund requests for medical tests may be considered only under the following circumstances:

• Patient suffers hematoma or pricking-related injury
• Report discrepancies without satisfactory resolution
• Delay in report delivery beyond 72 hours without valid explanation

All refund requests are subject to internal medical and operational review.

8. Online Consultation Refunds

Refunds for online consultations are applicable only if:

• The consultation query is not responded to within the committed timeline
• Refund request is raised within 72 hours of query submission

Refunds are processed only after validation by Aorta Customer Care.

9. Shipping Charges

• Orders of ₹500 and above qualify for free delivery
• Orders below ₹500 attract a delivery charge of ₹25

Shipping charges are non-refundable except in cases of delivery failure caused by Aorta.

10. Cancellation Policy

Cancellation by Customer

• Orders may be cancelled before shipment
• Once shipped, orders cannot be cancelled
• Medical test bookings may be cancelled before sample collection

Cancellation by Aorta

Aorta reserves the right to cancel orders in the following cases:

• Pricing or product information errors
• Product unavailability
• Invalid or incomplete delivery address
• Suspected fraud, abuse, or policy violation
• Orders classified as bulk or commercial use

11. Bulk Order Classification

An order may be classified as a Bulk Order if it meets one or more of the following criteria:

• Ordered for resale or commercial purposes
• Multiple quantities of the same product to one address
• Repeated high-volume orders
• Any illegal, abusive, or suspicious activity

Bulk orders are not eligible for returns or refunds.

12. Company Rights & Final Authority

• All decisions by Aorta regarding refunds, returns, and cancellations are final
• Repeated misuse of refund policies may lead to account suspension
• Aorta reserves the right to amend this policy at any time

13. Customer Support

For assistance, customers may contact Aorta Customer Support via official channels mentioned on the website.