Returns & Refund Policy

1. Products Eligible for Return

We accept returns for eligible sale products within 7 days from the date of delivery, provided that:

• The product is unused.
• The product is in its original, unopened and sealed packaging.
• All original accessories, manuals, labels and packaging are included.
• The product has not been damaged, modified or misused.
• The product is returned in the same condition in which it was delivered.

Returns that do not meet these conditions may be rejected.

2. Damaged, Defective or Incorrect Products

If you receive a product that is damaged during delivery, defective on arrival, different from the product ordered, or missing essential components or accessories, please contact us within 48 hours of delivery with your order details and clear photographs/videos of the product and packaging.

We will review the issue and, where applicable, arrange a replacement, repair or refund depending on the nature of the issue and the manufacturer's warranty terms.

3. Medical Devices and Equipment

Certain respiratory and medical equipment may be subject to manufacturer warranty, technical inspection and clinical-use restrictions.

Products that have been used cannot normally be returned simply because the customer has changed their mind. If a device develops a technical problem after use, Srivari Healthcare will evaluate the issue under the applicable manufacturer warranty/service terms.

This may include CPAP machines, BiPAP machines, NIV devices, ventilators, oxygen concentrators and other respiratory or critical-care equipment.

Where applicable, warranty claims will be handled according to the manufacturer's warranty conditions.

4. Masks, Cushions and Consumables

For hygiene and patient-safety reasons, used masks, mask cushions and other personal-use consumables are generally non-returnable.

However, if such an item is found to be defective or damaged when received, please contact us within 48 hours of delivery for evaluation.

5. Products Not Eligible for Return

The following products are generally not eligible for return:

• Used medical devices where there is no manufacturing defect.
• Opened or used masks and mask cushions.
• Used consumables.
• Products damaged due to improper use or handling.
• Products modified or repaired by an unauthorized person.
• Products returned without the original accessories or packaging.
• Products returned after the applicable return period.

Certain products may have additional manufacturer-specific return or warranty conditions.

6. How to Request a Return

To request a return, contact Srivari Healthcare using the contact details below. Please provide:

• Order number.
• Customer name.
• Product name.
• Date of purchase/delivery.
• Reason for the return.
• Photographs or video, where applicable.

Our team will review the request and provide return instructions if the product is eligible. Do not send a product back without receiving return instructions from Srivari Healthcare.

7. Return Shipping

For approved returns due to a defective, damaged or incorrectly supplied product, Srivari Healthcare will determine the appropriate return-shipping arrangement.

For customer-requested returns that are not related to a defect or incorrect product, applicable shipping or handling charges may be deducted from the refund where applicable.

8. Inspection of Returned Products

All returned products are subject to inspection after receipt.

A refund or replacement will be processed only after the returned product has been inspected and found to meet the applicable return conditions.

If the returned product does not meet the eligibility requirements, we may reject the return and arrange to send the product back to the customer.

9. Refunds

Once a return is approved, the applicable refund will be processed to the original payment method used for the purchase.

Approved refunds are generally processed within 5-7 working days after return approval. The time taken for the amount to appear in the customer's bank account or card account may vary depending on the payment provider or bank.

10. Order Cancellation

If you need to cancel an order, please contact us as soon as possible.

Orders that have already been dispatched may not be eligible for cancellation and may instead be handled under the applicable return procedure.

If an eligible cancellation is approved before dispatch, the applicable refund will be processed to the original payment method.

11. Rental Equipment Cancellation

Rental products are governed by separate rental terms. Rental cancellations should generally be requested with at least 48 hours' notice.

Refunds of refundable deposits are subject to the condition of the equipment at the time of return.

Where applicable, pro-rata rental refunds may be provided for eligible cancellations during the initial rental period, after deduction of applicable servicing or other charges.

Rental equipment must be returned in good condition with all supplied accessories.

12. Rental Equipment Damage or Loss

Customers are responsible for taking reasonable care of rented equipment during the rental period. Charges may apply for:

• Physical damage caused by misuse.
• Missing accessories.
• Loss of equipment.
• Unauthorized modification.
• Damage beyond normal wear and tear.

Any applicable charges will be communicated to the customer.

13. Manufacturer Warranty

Where a product is covered by a manufacturer's warranty, warranty claims will be handled according to the manufacturer's applicable warranty terms.

A warranty claim is different from a standard change-of-mind return.

Customers may be required to provide the product for technical inspection before a warranty replacement or repair is approved.

14. Refund Exclusions

A refund may not be provided where:

• The product has been used and is not defective.
• The product has been damaged by the customer.
• The product has been modified or repaired without authorization.
• The product is outside the applicable return period.
• The product is a hygiene-sensitive item that has been opened or used.
• The product is returned without required accessories or packaging.
• The manufacturer's warranty terms do not cover the reported issue.

15. Contact Us

For return, replacement, cancellation or refund requests, please contact: