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BROAD GUIDELINES ON PRODUCT RETURNS / REFUNDS / REPLACEMENT


 
  •  A product return request should be placed by the customer, either online or via our authorised customer call centre, within 7 days of the date of receipt of the product, failing which the product will not be accepted.
  •  Products can be returned only against the orders, which have been placed on the Smith & Nephew Wound Professional portal (Website & App) & ONLY due to the following reasons:
  1.  Product received by the customer in a damaged condition
  2.  Wrong product received by the customer
  3.  Less or more quantity received by the customer
  4. Product Complaint – which will be looked into further
  •  Products cannot be returned in the following instances:
  1. If the product is at or beyond its expiry date
  2. Once the product has been used
  3. If the product has been partially used (maybe part quantity utilised) & has no any product defect in the remaining quantity
  • Products, which have been returned and received by the warehouse, can be replaced with the same or different product through a request placed either online or through the authorised customer care centre. The balance amount, in case the amount (value) of the replaced product is less, will be credited to the Online Wallet for future use by the customer.
  • Money will not be refunded, once payment has been made, under any circumstance. Any refundable amount, will only be credited to the customer’s Online Wallet in their profile and can be used later by the customer against future purchases on the Wound Professional website or app.
  • Product replacement will be given in case of complaints once the returned product reaches the respective warehouse, although these complaints will be further investigated and the customer might receive calls or emails with respect to the same, since commitment to quality is our constant endeavour.
  • We will try to ensure that every product return request is serviced through a courier agency to pick the product up from the specified address of the customer. However, some pin codes in the country may not be serviceable at this point due to various reasons. In such cases, we will notify and request the customer to kindly return the product in its original packing material via post or courier to our warehouse at:
Smith & Nephew Healthcare Pvt. Ltd.,
C/O Parekh Integrated Services Pvt Ltd (PISPL)
Building no. H4, Premises nos. 1 to 8,
Near Recall Warehouse, Opposite H. P. Petrol pump,
Mumbai Nashik Highway, Village Sonale,
Taluka Bhiwandi, District – Thane: 421302
 
The Product should be returned, packed in its original packing material, in either situation.