Terms of service

1. User Agreement

These Terms & Conditions constitute a legally binding agreement between you, the user, and Woundcaremart.com, governing your use of the Website, its services and the purchase of products.

Information regarding product prices, shipping charges, discounts, promotional offers, return eligibility and related terms will be displayed on the Website and may be changed without prior notice.

2. Eligibility

• Users must be at least 18 years of age or otherwise legally competent to enter into a contract.
• Minors may use the Website only under the supervision of a parent or legal guardian.
• Persons who are incompetent to contract under the Indian Contract Act, 1872 are not permitted to use the Website.
• You are responsible for maintaining the confidentiality of your account credentials. Any activity carried out through your account will be treated as activity performed by you.
• If incorrect, misleading or fraudulent information is provided, we reserve the right to suspend or terminate the relevant account without prior notice.

3. Force Majeure

Woundcaremart.com shall not be liable for any delay or failure in performing its obligations where such delay or failure results from circumstances beyond its reasonable control.

Such circumstances may include natural disasters, acts of God, war, civil unrest, strikes, government restrictions, pandemics, lockdowns, transportation disruptions, supply interruptions or other events outside our control.

During such events, products, services or deliveries may be delayed, suspended or withdrawn.

4. Product Categories

We offer prescription and non-prescription products, which may include wound dressings, wound-care materials, medical equipment, over-the-counter products and other related healthcare products.

Prescription Orders

• Prescription products will be supplied only against a valid prescription issued by a licensed medical practitioner registered with the appropriate medical authority.
• Prescriptions may be reviewed and verified by our pharmacist before an order is processed.
• If there is a mismatch, missing information or concern regarding the authenticity of a prescription, we may contact the customer for verification.
• Where verification cannot be completed, the relevant order may be cancelled.
• If a required prescription is not received within 7 days, we may be unable to dispense or process the applicable product.

Consent

By submitting a prescription, you consent to its review and, where necessary, its sharing with an authorised healthcare professional or partner physician solely for verification purposes.

5. Product Delivery

• Orders will be delivered to the address supplied by the customer during checkout.
• Delivery may be completed by our internal delivery team or an authorised third-party logistics provider.
• Customer information may be shared with delivery partners strictly on a need-to-know basis for fulfilling the order.
• Delivery timelines are estimates and may vary due to operational, logistical or external factors.
• Where possible, customers will receive updates regarding the shipment status of their orders.

6. Return Policy

Returns may be accepted only in accordance with the conditions stated below and are subject to inspection and approval.

Products Eligible for Return

1. The incorrect product was delivered.
2. The product was damaged or the quantity was incomplete at the time of delivery.
3. The product is due to expire within three months, where its original shelf life exceeds three months.

Visible damage or shortage should be reported at the time of delivery. Where damage was not visible at delivery, a return request must be raised within 24 hours.

Return Requirements

• The product must be unused and retained in its original packaging.
• All labels, seals and packaging must remain intact.
• Only complete and unused strips, bottles or product units are eligible.
• The product batch number must match the original invoice.
• The original invoice or proof of purchase must be provided.

Products Not Eligible for Return

• Opened, used, altered or partially consumed products.
• Products requiring temperature-controlled or specialised storage.
• Products that expired after delivery.
• Repeated return requests relating to the same product or issue.

The standard return window is 2 days from delivery. Acceptance of any return remains subject to inspection and approval.

7. Non-Returnable Items

Unless otherwise required by applicable law, replacements or refunds will generally not be provided for the following categories:

• Injections
• Gauze, cotton and wound-dressing materials
• Health-monitoring equipment
• Orthopaedic support products

Products identified as “Non-refundable” or “Non-returnable” on the product page will not be accepted for return.

8. Refund Policy

A full refund may be considered where:

• The delivered product is defective.
• The product was lost or damaged during transit.
• The delivered product had already expired.

Refund Processing Time

• Approved refunds may take approximately 7–10 business days to reflect in the original payment method.
• Actual processing times may vary depending on the relevant bank, card issuer, UPI provider or payment processor.

To request a refund, contact us with your order ID, the reason for the request and clear images where the product is damaged or defective.

9. Complaint & Grievance Redressal

For complaints, feedback or grievances, please write to info@woundcaremart.com .

• We aim to acknowledge complaints within 48 hours.
• We aim to resolve complaints within 30 days, subject to the complexity of the matter.
• Resolution timelines may be extended where delays arise due to force majeure or circumstances beyond our reasonable control.

Customer concerns are taken seriously and will be handled fairly, professionally and in accordance with applicable policies.

10. Website Modification Rights

Woundcaremart.com reserves the right to modify, suspend, replace or discontinue any Website feature, content, product or service at any time and without prior notice.

We shall not be liable for any temporary or permanent modification, suspension or discontinuation of the Website or its services.

11. Contact Information

For product enquiries, customer support, returns, refunds or grievances, contact us using the details below.

12. Acceptance of Terms

By accessing, browsing or purchasing through the Website, you confirm that you have read, understood and agreed to these Terms & Conditions.

We may revise or update these terms from time to time. Continued use of the Website after any revision constitutes acceptance of the updated Terms & Conditions.