QnQ RETURN POLICY, REFUND, CANCELLATION AND SHIPPING CHARGES POLICY

QnQ team facilitates processing correct medicines as per order and prescription and strives to service the medicines and products in right conditions/ without any damage every time a consumer places an order. We also strongly recommend the items are checked at the time of delivery.

Table of Content

  1. DEFINITION

‘Return’ means an action of giving back the product ordered at QnQ portal by the consumer. The following situations may arise which may cause the action of return of product:

  1. Product(s) delivered do not match your order;
  2. Product(s) delivered are past or near to its expiry date (medicines with an expiry date of less than 03 months shall be considered as near expiry);
  3. Product(s) delivered were damaged in transit (do not to accept any product which has a tampered seal):

Note: If the product that you have received is damaged, then do not accept the delivery of that product. If after opening the package you discover that the product is damaged, the same may be returned for a refund. Please note that we cannot promise a replacement for all products as it will depend on the availability of the particular product, in such cases we will offer a refund.

In the aforesaid unlikely situations, if there is something wrong with the order, we’d be happy to assist and resolve your concern. You may raise a Return request with our customer care within 07 (Seven) days from the delivery of the product. QnQ reserves the right to cancel the Return request, if the customer reaches out to QnQ after 7 days of delivery.

Upon receiving your Return/Refund request, QnQ shall verify the authenticity and the nature of the request. If QnQ finds that the request is genuine, it will initiate the Return and Refund process. QnQ shall process the refund only once it has received the confirmation from the vendor concerned in respect of the contents of the product relating to that refund.

In the event of frivolous and unjustified complaints regarding the quality and content of the products, QnQ reserves the right to pursue necessary legal actions against you and you will be solely liable for all costs incurred by QnQ in this regard.

The returns are subject to the below conditions:-

  1. Any wrong ordering of product doesn’t qualify for Return;
  2. Batch number of the product being returned should match as mentioned on the invoice;
  3. Return requests arising due to change in prescription do not qualify for Return;
  4. Product being returned should only be in their original manufacturer’s packaging i.e. with original price tags, labels, bar-code and invoice; and
  5. Partially consumed strips or products do not qualify for Return, only fully unopened strips or products can be returned.

Category of Non-Returnable Product:Certain categories of products marked as non- returnable on product page, will not qualify for the Return as per QnQ Return policy. The details of the non- returnable products are mentioned below:

 

 

 

Categories

Type of Products

Baby Care

Bottle Nipples, Breast Nipple Care, Breast Pumps, Diapers, Ear Syringes, Nappy, Wet Reminder, Wipes and Wipe Warmers

Food and Nutrition

Health Drinks, Health Supplements

Healthcare Devices

Glucometer Lancet/Strip, Healthcare Devices and Kits, Surgical, Health Monitors

Sexual Wellness

Condoms, Fertility Kit/Supplement, Lubricants, Pregnancy Kits

Temperature Controlled and Speciality Medicines

Vials, Injections, Vaccines, Penfills and any other Product, requiring cold storage, or medicines that fall under the category of speciality medicines.
  1. RETURN PROCESS:
    1. For Return intimation, please visit qnqpharmacy.com.
    2. QnQ customer care team will verify the claim made by the customer within 72 (seventy-two) business hours from the time of receipt of complaint.
    3. Once the claim is verified as genuine and reasonable, QnQ will initiate the collection of product(s) to be returned.
    4. The customer will be required to pack the product(s) in original manufacturer’s packaging.
    5. Refund will be completed within 30 (thirty) days from date of reverse pick up (if required).
  2. MEDICAL TEST:

In case of medical tests, a Refund request may be raised in the following cases:

  1. If the report has been challenged and no proper justification (e. reasonable clarification provided either by QnQ or the diagnostic centre) has been provided;
  2. If the time limit within which a report has to be provided to the patient is breached by 72 (seventy-two) hours and no proper justification (e reasonable clarification provided either by QnQ or the diagnostic centre) has been provided.

Note: We will provide free consultation and free delivery of medicine if the patient has suffered from Haematoma or any prick related injury.

  1. REFUND PROCESS:

In all the above cases, if the claim is found to be valid, Refund will be made as mentioned below:

  1. Order placed through online wallet will be credited to the wallet; and
  2. Order placed through cash on delivery will be refunded through fund transfer to customer bank account.
  1. ONLINE CONSULTATION:

In case of online consultation, a customer will be eligible to raise a request for Refund only in case the consultation query is not replied within specified timeline.

The customer is required to raise the Refund request with QnQ customer care within 72 (seventy-two) hours from the time of submission of query or receiving of response. The request for the Refund will be validated by QnQ customer care team.

In case of valid Refund, the same will be done by crediting the bank account of the customer. Refund process shall be completed within 30 (thirty) days from the date of submission of the request for Refund.

  1. SHIPPING CHARGES

Estimated shipping charges are calculated as per the value of the order and can be viewed in the cart section at the time of checkout. For any further shipping related information, please write to care@qnqpharmacy.com​.

For any further Refund related information, please write to care@qnqpharmacy.com​.

  1. CANCELLATION POLICY

Customer cancellation:

The customer can cancel the order for the product till QnQ ship it. Orders once shipped cannot be cancelled.

The customer can cancel the order for medical test till the collection of sample.

QnQ cancellation:

There may be certain orders that QnQ partners are unable to accept and service and these may need to be cancelled. Some situations that may result in your order being cancelled include, non-availability of the product or quantities ordered by you or inaccuracies or errors in pricing information specified by our partners.

QnQ also reserves the right to cancel any orders that classify as ‘Bulk Order’ as determined by QnQ as per certain criteria. An order can be classified as ‘Bulk Order’ if it meets with the below mentioned criteria, which may not be exhaustive, viz:

  1. Products ordered are not for self-consumption but for commercial resale;
  2. Multiple orders placed for same product at the same address;

iii. Bulk quantity of the same product ordered;

  1. Invalid address given in order details;
  2. Any malpractice used to place the order.

No cancellation charges shall be levied for cancellation of an order in accordance with the terms of this policy.

 

INTELLECTUAL PROPERTY INFRINGEMENT POLICY

This intellectual property infringement policy (“IP Policy”) must be read along with the Terms and Conditions and Editorial Policy of QnQ.

The Company respects the intellectual property rights of all individuals and entities (“Persons”). and for that strictly prohibits its third party service providers and all other third parties from using the Website to sell, distribute, circulate, post, upload or in any other manner deal with any information, data or content that infringes upon the intellectual property including copyrights and trademarks of any Persons .

In the event, You believe that Your intellectual property has been infringed upon by any material made available on the Website, You should notify the Website by sending an e-mail at (care@qnqpharmacy.com) (“Claim”). You must also include the following information in Your Claim:

  1. The URL(s) through which the claimed infringing material is made available on the Website;
  2. Identification or description of the claimed infringing material;
  • Intellectual property that is allegedly being infringed, including evidence of Your ownership of the intellectual property rights over the claimed infringing material;
  1. Your particulars including your full name, address, telephone number(s) and email address and;
  2. A statement that You have a good-faith belief that use of the claimed infringing material in question and the URL submitted is unauthorized by the rights owner or its licensee, and such use amounts to infringement under law. Such statement shall also declare that the information being provided by You is complete and accurate

On receipt of such Claim along with the full particulars as provided above, the Company shall investigate into the matter and determine whether your intellectual property has been infringed as mentioned in your claim. During such investigation by the Company, the Company may request You for further information in regard to your Claim or post investigation may take the requisite action. Such action shall be determined at the sole discretion of the Company.

In case the information received in your Claim is found to be incomplete, frivolous or untrue, the Company shall not be obliged to take actions and may re-activate the URL provided in the Claim at its sole discretion and the Company may also hold you liable for any civil and possibly criminal proceedings as per the applicable law

GRIEVANCE REDRESSAL POLICY

  1. This grievance redressal policy (the “Policy”) sets out QnQ Healthcare Private Limited’s (the “Company” or “QnQ” or “We” or “Us”) policy towards redressing grievances raised by consumers purchasing goods and services from the Company’s website (“Consumer” or “You”) from time to time.
  2. Details of the Company

The details of the Company responsible for the Website and the contact information are provided below. You may contact Us through the below mentioned contact details and We will be glad to assist You.

  1. Legal Entity Name: QnQ Healthcare Private Limited
  2. Corporate Office: BLOCK-B, TEMPLE STEPS, Gotha Medu Housing Board, Saidapet, Chennai, Tamil Nadu 600015
  • Registered Office: No 51, DR Building, opposite to Aavin Factory, Viluppuram, Tamil Nadu 605602
  1. Name of the website: www.qnqpharmacy.com(“Website”)
  2. Details of the website: E-Commerce Healthcare Technology Platform
  1. Purpose of the Policy
    1. The Policy aims to address any Consumer complaints or issues through a well-defined and proper mechanism to ensure maximum consumer satisfaction.
    2. The Policy functions on attempting to ensure that the Consumers would be treated fairly at all times, and the Company would undertake its best efforts to deal with any Consumer grievance promptly, efficiently and with courtesy.
  2. Grievance Redressal Mechanism:
    1. At QnQ, customer centricity is our top most priority and hence we believe in providing the best experience to all our Consumers. We look forward to any feedback which will help us improve further. You may contact us through our Chat support by clicking here https://www.qnqpharmacy.com/ that aim at providing solutions to all frequently asked questions and we will be glad to assist you.
    2. For the purpose of this Policy, “grievance” or “complaint” includes any communication from the Consumer that expresses dissatisfaction in respect of the products or services offered through the Website and which seeks a remedial action, but does not include the following:
      1. complaints that are incomplete or not specific in nature;
      2. communications in the nature of offering suggestions; or
  • communications seeking guidance or explanation.
  1. QnQ shall address any grievances of the Consumers with respect to any goods or services provided over the Website in a time-bound manner. For this purpose, QnQ India has designated a grievance officer (“Grievance Officer”). The Grievance Officer shall be responsible for Consumer grievance redressal in accordance with the grievance redressal mechanism provided in this Policy.
  2. Once a Consumer files a complaint via email or telephonic communication on the channels specified above, the Consumer will receive an acknowledgment of the grievance from the Grievance Officer, within 48 (forty-eight) hours.
  3. Each Consumer who has filed a complaint with the Grievance Officer shall receive a unique ID for tracking the status of their complaint.
  4. The Grievance Officer will undertake best endeavours to redress the grievances of the customer expeditiously but in any case, grievances will be addressed within 1 (one) month from the date of receipt of the grievance.
  5. A grievance will be considered as disposed-off and closed in any of the following instances, namely:
    1. where the complainant has communicated its acceptance of the response of the Grievance Officer / any other person associated with the Company; or
    2. where the complainant has not responded within thirty days of the receipt of the written response and has not raised any grievance or complaint in respect of the same subject.
  6. The contact numbers displayed above shall be operational on Monday to Saturday from 10:00 AM to 06:30 PM only. You are requested to follow the IVR options.
  1. Information requests

Any person may, before the purchase of any goods or services from the Website, request for the following information on the seller from whom the goods or services are proposed to be purchased.

  1. Principal geographic address of headquarters and all branches;
  2. Name and details of the website;
  • E-mail address; and
  1. Any other information necessary for communication with the seller for effective dispute resolution.

Fraud Disclaimer

It has come to our attention that the name of QnQ is being used in attempts to defraud and deceive our customers and the general public through means, such as false correspondence, scams, providing misleading information about offers or non-existent/false products being offered by QnQ etc. These can be in the form of spam/anonymous voice calls, email, text message and Whatsapp etc. with the intention of committing fraud and illegally obtaining confidential information and / or money from people or selling fake products. Customers and the public are requested to verify and confirm for themselves the authenticity of communication before engaging or responding.

Here are some ways by which you can protect yourself from fraud:

  1. In case you receive any kind of offers, prizes or requests for personal information, purporting to be from QnQ, you are advised to make sure it is genuine before responding. We do not charge or accept any amount or security deposit from any participant for any competition, marketing promotion or campaign.
  2. Reach out to our customer care at qnqpharmacy.com  for any clarifications.
  3. Be cautious against providing personal information, sending money or disclosing bank details, credit card number, passwords to any person claiming to represent QnQ.
  4. Purchase only from our official channels like website com, Toll Free number (044-44442333) for placing orders, retail outletsor authorized QnQ Health Partners.

We shall not accept any liability towards the representation made in any fraudulent communication or its consequences, and such fraudulent communication shall not be treated as any kind of offer or representation by QnQ.

Fake Job Disclaimer

QnQ does not charge / accept any amount or security deposit from job seekers during the selection process or while inviting candidates for an interview.

QnQ is a purely merit based employer. We have observed that some fraudsters are using the name of QnQ to solicit job applications and require the job seekers / applicants to pay processing fees or deposit amount, and are issuing fake interview/appointment/offer letters. This type of fraud may be via voice call, email, text message and Whatsapp etc.

Here are some ways by which you can protect yourself against fraud:

  1. If you receive any unsolicited or fraudulent communication offering a job or an interview call from QnQ against payment of money, it is suggested not to respond. We do not charge / accept any amount or security deposit from job seekers during the selection process or while inviting candidates for an interview.
  2. Visit our Careers Pageand apply directly on the website for any job openings.
  3. Check the email id from which you have received the communication. We will only communicate via our official domain. We will not send interview requests or job offers from free internet email services like Gmail, Rediffmail, Yahoo mail, Hotmail, and so on.

QnQ will have no liability whatsoever for any and all losses/damages suffered by anyone who falls victim to such scams from fraudsters.