Return, Replacement, Refund and Cancellation Policy

This section describes the Return, refund and cancellation policy of Medanya Noble Health Needs PVT Limited and one of its online platforms www.kidneyneeds.com

Medanya Noble Health Needs PVT limited, also called MNHN PVT limited and www.kidneyneeds.com, also called KIDNEYNEEDS aim at making a smooth customer experience and taking necessary steps with a user-friendly platform to initiate orders,  seem less transaction experience, recommend supervised packing and proper delivery.

Like efforts taken to ensure a good customer experience, MNHN PVT Ltd also follows patient friendly refund, return and cancellation policy with its terms and conditions.

Kindly go through the following documents carefully. The following section will address the following sections.

          1.       Definition of Company, Refund, return and cancellation

          2.       Return policy, Refund Policy and Cancellation policy of

                   A.       Pharmacy

                   B.       Lab orders

                   C.       Diet & Other services

1. Definition of Company, Refund, return and cancellation

1.1. Company - Medanya Noble Health Needs Private Limited and Its online platform www.kidneyneeds.com

1.2. Return: The items or services after ordering and receiving the product/services, the customer initiates a request to return the original product or services ordered.

1.3. Replacement: The items or services after ordering and receiving the product/services, the customer initiates a request to replace the original product or services ordered.

1.4. Refund: The items or services after ordering or receiving the product/services, the customer initiates a request to either replace the original product or services ordered with a refund of the paid amount.

1.5. Cancellation: The items or services after ordering the product/services, but before receiving the item, the customer initiates a request to cancel the order if not shipped.

2. A.1.Pharmacy and Nutrition related

2.A.1.a.  Replacement: A replacement request will arise in one of the following situations.

1. Items are defective

2. Items reaching the near expiry date (in the last  3 months of its expiry) and crossing the expiry date

3. Receiving the wrong item

2.A.1.b. How to initiate a replacement request?

If a situation arises at the customer end of the above situations, a replacement request should be initiated within 3 days of receiving the order. Replacement will be subject to the verification of the complaint or request by either the supplier or MNHN PVT Limited. The replacement of pharmacy and nutrition items is subject to the availability of the items. If the items are not available, the amount paid will be refunded.

In the event of an acceptable of replacement order, the customer hereby is asked to pack the delivery item in the original package and to provide it to the delivery person as informed by MNHN PVT Ltd.

Note: Replacement will not be considered if the item supplied complies with the product ordered and accepted by the customer. The customer is hereby informed NOT to accept the items if items brought for delivery are not acceptable or damaged.

2.A.1.c. Return Policy:

The return of medicines or nutritional items will be considered ONLY if it falls under the following circumstances.

1. Items are defective

2. Items reaching the near expiry date (in the last  3 months of its expiry) and crossing the expiry date

3. Receiving the wrong item

If a situation arises at the customer end, a return request should be initiated within 3 days of receiving the order. Return will be subject to the verification of the complaint or request by either the supplier or MNHN PVT Limited. The items requested for return may be asked either for replacement as mentioned above or can be asked for a refund of the money submitted or paid to MNHN PVT limited. The amount paid as cash on delivery, coupon code of the amount paid will be given to the customer and the customer can use this for future transactions at MNHN PVT limited and its online platform. If the transaction is in UPI, debit or credit card, the amount will be transferred to the amount from which and through which is paid.

In the event of an acceptable return order, the customer hereby is asked to pack the delivery item in the original package and to provide it to the delivery person as informed by MNHN PVT Ltd.

2.A.1.d. When a Return request will NOT be accepted?.

1. When the strip with the tablet is partially used. (Example if one or more tablets are used in a strip) or the strip/box/pack is opened.

2. Raising return request after 3 days of receiving the order.

3. Items which require a cold supply chain like vaccination, injections and other medications.

4. If the item supplied complies with the product ordered and accepted by the customer.

5. If there is a change in the prescription after supplying the order.

          Note: The customer is hereby informed NOT to accept the items if items brought for delivery are not acceptable or damaged.

For items which are wrongly or mistakenly placed orders, it is up to the right of MNHN PVT to consider and pursue based on the nature of the complaints and other information obtained from the customer. MNHN will consider all of its genuineness.

If not satisfied, MNHN PVT Limited can REJECT the return request.

2.A.1.e. Cancellation request:

Order cancellation can only be done if the item is not shipped. Once the MNHN PVT limited or a third party receives the order for processing, the cancellation request will NOT be considered.

2.B.1. Laboratory services:

2.B.1.a. Refund:

Prick-related injury shall be reported within one working day. Photograph of the injury shall be sent by mail at support@kidneyneeds.com

Prolonged delay in reporting and challenging of reports shall be requested within 3 days of its happening.

The refund will be considered under the following circumstances.

1. Developing of significant hematoma (blood clot or extravasating) or needle prick injury.

2. If the report is delayed by more than 72 hours without proper justification by MNHN PVT Limited and its online platform.

3. If the quality of the report is challenged with proper justifications from the customer.

Note: All laboratory-related queries will be addressed by the medical experts and they will be accepted only if supported by evidence. All requests will be initiated within the stipulated time.

The acceptance of the request will be done if and only supported with documentary evidences.

2.B.1.b. Return request:

Return requests can be done till any form of the sample (blood, urine, serum, etc) is collected. Once the sample is collected, a return request will NOT be accepted.

2.B.1.c. Cancellation request:

Order cancellation can only be done if the item is not shipped. Once the MNHN PVT limited or a third party receives the order for processing, the cancellation request will NOT be considered.

2.C.1. Other Services:

Paid Dietary services are subscription based. Once subscribed, a refund will not be done.

2.C.1.a How to request replacement, return, or cancellations?

1. Kindly contact support@kidneyneeds.com via mail or call 9111 60 61 62 within the stipulated time.

2. Our team will acknowledge the request by a maximum of 3 working days, and a token will be raised.

3. The request will be accepted and rejected within a maximum of 7 days of request.

4. The whole process will be completed within 30 days.

5. The reply will be made during the office working hours from 10 am to 5 pm.

6. All queries will be answered only on working days.

2.C.1.b Where will I get the refund?

The amount paid as cash on delivery, the coupon code of the amount paid will be given to the customer. If the transaction is in UPI, debit or credit card, the amount will be transferred to the amount from which and through which is originally paid.