Our goal is to ensure a seamless user experience, starting from order placement or appointment booking, all the way through to return initiation. When engaging on our Website, anticipate a hassle-free process for returning products or canceling booked services. You can count on us as your go-to shopping destination or service provider.
This return, refund, and cancellation policy (“Policy”), along with the Terms and Conditions, outlines processes and regulations for (a) Returns, (b) Refunds, and (c) Cancellations. Your return or cancellation of Products or Services is governed by the conditions specified in this Policy.


  1. By utilizing the Website or initiating a request to purchase Products and/or Services, you are consenting to abide by the terms outlined in this Policy without alterations. If you disagree with the terms in this Policy, it is recommended that you refrain from conducting transactions on the Website.”
  2. Please be aware that the terms of the Policy concerning your order’s return, refund, and cancellation on the Website may be revised periodically. Before using the Website, it is advisable to review the Policy regularly to comprehend the current terms and conditions.


Kindly review all sections thoroughly to grasp the conditions that apply regarding product returns, refunds, and cancellations.


  1. Return Policy:

We strive to ensure accurate and satisfactory product delivery. In the event of receiving (a) an incomplete, (b) expired, (c) damaged, (d) incorrect, (e) prescription change by the doctor, or (f) in case of a patient’s demise within 7 days of product receipt, please promptly inform Terveys Care User Support for swift resolution. Notifying us beyond this timeframe may limit our liability for such delivery concerns.
Non-refundable products cannot be returned. It’s the user’s responsibility to verify if a product falls under the returnable/non-returnable category before making a purchase.

  1. Return Policy Exceptions:

Please be aware that we do not provide replacements or exchanges for the following product categories: Injections, Health Monitors and equipment, and Ortho Support.
Additionally, Terveys Care retains the right to decline returns (or refunds) for specific products as indicated on their respective product pages, marked with the note: “This item cannot be returned for a refund or exchange.


  1. Refund Policy:

At Terveys, our aim is your complete satisfaction with our products. We’re pleased to offer a complete refund under the following circumstances:

  1. Full Refund Eligibility If:
  2. You received a faulty item.
  3. The ordered item(s) is lost or damaged during transit.
  4. You received a product that has surpassed its expiry date.

It’s clarified that if a return is requested due to reasons attributed to the User, we may, at our discretion, consider the request, subject to applying a ‘Restocking Fee’ to the User. The refunded amount will be adjusted after deducting this fee. We reserve the right to revise this fee without prior notice. Additionally, we’ll only accept return requests for products in their original, unused condition, without damage, signs of use, or wear, suitable for resale as new.

iii. Please note: Refund methods may differ based on circumstances. For Credit/Debit Card or Net Banking refunds, allow 7 to 10 working days for the credit to reflect in your account due to bank policies. Wallet refunds should be available within 24 hours.

  1. Cash on Delivery: To process refunds for COD orders, contact us via email or call us. The refund will be credited to your wallet or bank account, and for bank refunds, provide your account details.
  1. In all cases, the refunded amount will be returned to the User’s source account. If the User prefers the refund to the Wallet, any unused amount in the wallet will be transferred back to the User’s bank account upon deactivation of their account.
  1. Terveys Care will directly refund the User’s bank account in the following situations:
  2. Overcharging or excessive collection from the User necessitating a refund.
  3. Any other instances where Terveys Care owes the User a refund will be reverted to the original payment method.

vii. If the User opts for a wallet refund in the scenarios outlined in clause B(v), upon deactivating the User’s account, any remaining unused amount in the wallet will be transferred to the User’s Bank account.

  1. Requesting a Refund:

viii. To initiate a refund, kindly send us an email containing your order particulars along with the rationale for your refund request. Your feedback is invaluable to us and contributes significantly to enhancing our service quality.


  1. Product Cancellation:

Users can cancel a product order before its delivery is scheduled. Upon receiving the cancellation request, your order will be promptly terminated.

  1. Service Cancellation:

The Website facilitates connections between Users and Doctors/registered medical practitioners for booked services. Once an appointment is confirmed, the Doctor/registered medical practitioners will provide the consultation as agreed upon regarding time, location, and mode of service. The Company holds no responsibility for service deficiencies, including cancellations due to Doctor/registered medical practitioners’ unavailability.

After confirmation at our end, no refunds are granted upon appointment cancellation. However, under certain circumstances and at the Company’s discretion, a full or partial refund may be permitted if the Doctor/registered medical practitioners become unavailable or an alternative is arranged. The Company’s decision in such instances will be final.

User Complaints:

For any queries, contact our help desk, email us, or connect with our User support executives through online chat. We’re here to assist you!