Effective Date: 24 August 2026

Last Updated: 24 August 2026

This Refund, Cancellation, Return and Replacement Policy explains how SUBHAG HealthTech Private Limited ("SUBHAG HealthTech", "we", "us", or "our") handles cancellations, returns, replacements, refunds, failed payments, and related requests for purchases made through shop.subhag.in.

This Policy applies subject to the product-specific terms, quotation, invoice, warranty documentation, order confirmation, and applicable Indian laws.

1. Cancellation Before Dispatch

Customers may request cancellation before an order has been dispatched.

Cancellation requests are subject to order status, product type, processing stage, payment status, product availability, and applicable law.

Once an order has been packed, shipped, or handed over to a logistics provider, cancellation may no longer be possible and the applicable return process may apply.

2. Cancellation After Dispatch

Once an order has been dispatched, cancellation may not be possible through the normal cancellation process.

Depending on the product and circumstances, the customer may need to receive the shipment and follow the applicable return process.

Any refund or return shipping treatment will be determined in accordance with this Policy, the applicable order terms, and applicable law.

3. ₹5,000 Booking Amount

Where a ₹5,000 booking amount is collected for a product or service, the amount is ordinarily treated as an advance against the applicable purchase and may be adjusted against the final invoice.

The booking amount is not intended to be an additional charge over and above the final purchase price.

The cancellation or refund treatment of a booking amount will depend on the applicable booking terms, quotation, order status, product-specific conditions, and applicable law.

4. Failed Payments

If a payment fails, the order may remain pending, be marked as failed, or allow payment to be retried.

If money has been debited from your bank account, card, UPI account, or other payment method but the order has not been successfully confirmed, the transaction may require reconciliation with the applicable payment gateway or financial institution.

5. Duplicate Payments

If you believe that you have made a duplicate payment for the same order, contact us with the Order ID and relevant payment references.

After verification of the duplicate transaction, the excess payment may be refunded through the applicable payment method, subject to successful reconciliation.

6. Partial or Advance Payments

Where partial or advance payment is permitted, the applicable payment amount and remaining balance will be communicated during checkout or through the relevant quotation or order documentation.

The treatment of an advance or partial payment upon cancellation will depend on the applicable order terms, product status, cancellation circumstances, and applicable law.

7. Return Eligibility

A product may be eligible for return or replacement where, subject to applicable law and product-specific terms:

• The wrong product was supplied
• The delivered quantity is incorrect
• The product arrived damaged
• The product is defective on arrival
• The product materially differs from the product ordered
• A return is specifically permitted under the applicable product policy
• A return or replacement is otherwise required under applicable law

8. Defective, Damaged, or Non-Conforming Products

If a product appears defective, damaged, incomplete, incorrectly supplied, or materially different from the product ordered, contact us as soon as reasonably possible.

Depending on the circumstances, we may arrange technical assessment, replacement, repair, return, refund, or another appropriate remedy in accordance with the applicable product terms and law.

9. Consumables

Consumables may be subject to special return restrictions because opening, use, contamination, expiry, temperature exposure, or tampering may make them unsuitable for resale.

Where permitted by applicable law and product-specific terms, opened, used, contaminated, or tampered consumables may not be eligible for ordinary change-of-mind returns.

This does not exclude applicable rights relating to defective, damaged, incorrectly supplied, expired, or otherwise non-conforming products.

10. Sterile and Hygiene-Sensitive Products

Products that are sterile, hygiene-sensitive, sealed, or otherwise unsuitable for resale after opening may not be eligible for return after their protective packaging or seal has been opened or tampered with, except where required by applicable law or where the product-specific policy provides otherwise.

11. Damaged Products

If a product arrives damaged, contact us as soon as reasonably possible.

Where applicable, please provide:

• Order ID
• Photographs of the outer package
• Photographs of the shipping label
• Photographs or video of the damage
• Photographs of the product and packaging
• Description of the issue

Do not use a visibly damaged medical device or consumable until the issue has been reviewed.

12. Wrong Product

If you receive a product different from the product ordered, contact us with the Order ID, product name, SKU, photographs, and shipping label information.

If the error is confirmed, we may arrange an appropriate replacement, return, refund, or other resolution as applicable.

13. Missing Items or Incorrect Quantity

If an item or quantity is missing from your order, contact us with:

• Order ID
• Product information
• Quantity ordered
• Quantity received
• Photographs of the package and contents where available

We will review the issue and provide an appropriate resolution.

14. Defective Product and Technical Assessment

If a product appears defective, do not attempt unauthorised repair, modification, disassembly, or alteration.

Contact our support team with the Order ID and details of the issue.

We may request photographs, videos, serial numbers, error messages, usage information, installation details, or other information reasonably required for technical assessment.

15. Warranty Claims

Where a product is covered by warranty, warranty claims will be handled according to the applicable warranty terms.

A warranty claim does not automatically result in a refund.

Depending on the product, defect, warranty terms, and applicable law, the remedy may include technical support, repair, replacement parts, replacement product, or another applicable remedy.

16. Non-Returnable Conditions

Subject to applicable law, a return may not be accepted where a product has been:

• Improperly used
• Modified without authorisation
• Damaged through misuse or negligence
• Installed incorrectly by an unauthorised person
• Used outside its intended purpose
• Opened where opening makes the product unsuitable for resale
• Contaminated
• Returned without required components or accessories
• Damaged after delivery through customer handling
• Returned in a condition that prevents lawful or practical resale

These exclusions do not apply to the extent that applicable law provides a mandatory right to return, replacement, repair, refund, or other remedy.

17. Return Request Process

To request a return, replacement, cancellation, or refund, contact our support team and provide:

• Order ID
• Customer name
• Mobile number
• Product name or SKU
• Reason for the request
• Photographs or videos where applicable
• Invoice or order information
• Serial number where applicable

Do not ship a product back without receiving return instructions where such instructions are required.

18. Return Shipping

Where a return is required because of an error attributable to SUBHAG HealthTech, such as an incorrectly supplied product or confirmed fulfilment error, we may arrange or reimburse appropriate return shipping in accordance with the circumstances.

Where a return is requested for another reason, return shipping may be the customer's responsibility, subject to applicable law and the applicable order terms.

19. Product Inspection

Returned products may be inspected before a replacement, refund, or other remedy is approved.

Inspection may include product condition, packaging, serial number, accessories, usage, damage, tampering, contamination, and other relevant information.

20. Refund Approval

A refund will be processed after the applicable cancellation, return, payment issue, product issue, or other request has been reviewed and approved.

The applicable refund amount will be determined based on the transaction, product condition, applicable charges, order terms, product-specific policy, and applicable law.

21. Refund Method

Where reasonably possible, approved refunds will be processed to the original payment method used for the transaction.

The time required for the refund to appear in your bank account, card, UPI account, or other payment method depends on the applicable payment gateway, bank, card issuer, or financial institution.

22. Refund Timeline

Once a refund has been approved, SUBHAG HealthTech will initiate the refund within its applicable processing period.

The actual credit time may depend on the payment gateway and banking or financial system.

23. Shipping Charges

Where a cancellation or return is requested by the customer for reasons unrelated to an error, defect, damage, or non-conformity attributable to SUBHAG HealthTech, applicable shipping or return charges may be deducted or borne by the customer to the extent permitted by applicable law and the applicable order terms.

Where a return or replacement is caused by an error attributable to SUBHAG HealthTech, the applicable shipping treatment will be determined based on the circumstances.

24. RTO and Refunds

If an order is returned to origin because of an incorrect customer address, customer refusal, customer unavailability, repeated failed delivery attempts, or another customer-related reason, the applicable refund or re-dispatch treatment may be subject to shipping, return, or re-dispatch charges to the extent permitted by applicable law.

If the RTO is caused by an issue attributable to SUBHAG HealthTech or the logistics provider, the case will be reviewed separately.

25. Product-Specific Terms

Certain products may have specific cancellation, return, replacement, payment, installation, storage, handling, or warranty terms.

Where specific terms are provided on the product page, quotation, invoice, warranty document, order confirmation, or product documentation, those terms will apply to the relevant transaction to the extent permitted by applicable law.

26. Fraudulent or Abusive Refund Requests

We may investigate suspicious or repeated refund and return requests, including false damage claims, product substitution, fraudulent payment claims, false delivery claims, or misuse of the refund process.

Where fraud or abuse is established, we may take appropriate action permitted by law, including restricting future transactions or referring the matter to appropriate authorities where necessary.

27. Patient Information

Please do not submit patient-identifiable information when requesting a refund, return, replacement, or product support.

Where possible, use your Order ID, product SKU, device serial number, and a description of the issue instead.

28. Consumer Rights

Nothing in this Policy is intended to exclude, restrict, or waive any mandatory consumer right or remedy available under applicable Indian law.

Where applicable law provides a right to refund, replacement, repair, cancellation, compensation, or another remedy, that right will continue to apply.

29. Changes to This Policy

We may update this Refund, Cancellation, Return and Replacement Policy from time to time.

The updated version will be published on this page with a revised "Last Updated" date.

30. Contact Us

For cancellation, return, replacement, or refund requests, contact:

SUBHAG HealthTech Private Limited

Email: support@subhag.in

Phone: +91 9036 490 490

Registered Office: 63, Floor 2, A and B, Municipal Industrial Estate, Dainik Shivneri Marg, Worli, Mumbai, Maharashtra 400018, India

Website: https://shop.subhag.in/

Please keep your Order ID available when contacting us.