At Dignity Health, we are committed to maintaining high standards of quality, authenticity, safety, and customer satisfaction across our products and services.
We take reasonable steps to ensure that products available through our website are sourced, handled, stored, packed, and dispatched with appropriate care.
1. Product Quality
We aim to offer products that meet the quality standards and specifications provided by the respective manufacturers or brands.
Before products are made available for sale, we take reasonable steps to verify relevant product information, packaging, and sourcing details.
2. Authentic Products
Dignity Health is committed to supplying genuine and authentic products.
Products are sourced through authorized manufacturers, distributors, suppliers, or other legitimate supply channels, wherever applicable.
We do not knowingly sell counterfeit or unauthorized products.
3. Product Sourcing
We work with selected suppliers and distribution partners to maintain appropriate sourcing standards.
Product procurement may be subject to checks relating to:
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Product authenticity
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Manufacturer details
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Batch/lot information
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Manufacturing and expiry/best-before dates
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Packaging condition
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Product specifications
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Applicable documentation
4. Quality Checks Before Dispatch
Orders may undergo quality checks before being packed and dispatched.
Depending on the product, these checks may include:
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Product name and variant
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Quantity
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Packaging condition
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Batch/lot number
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Manufacturing information
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Expiry/best-before date
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Seal condition
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Order accuracy
This process helps reduce the possibility of incorrect, damaged, or compromised products being dispatched.
5. Packaging Standards
We take reasonable precautions while packaging products to reduce the risk of damage during transportation.
Depending on the product type, appropriate protective packaging may be used to help protect products against:
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Physical damage
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Leakage
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Breakage
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Packaging deterioration
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Transit-related handling
6. Storage & Handling
Products are handled and stored in accordance with applicable product requirements and supplier/manufacturer instructions, wherever applicable.
Where specific storage conditions are required, reasonable measures are taken to maintain appropriate storage conditions until dispatch.
Customers should follow the storage instructions provided on the product packaging after delivery.
7. Expiry & Best-Before Dates
We take reasonable steps to ensure that products are dispatched with appropriate shelf life.
The expiry date or best-before information provided by the manufacturer may be displayed on the product packaging and, where applicable, on the product page.
Customers are advised to check the expiry/best-before date and product instructions before use.
8. Batch & Product Traceability
Where applicable, product batch/lot information is maintained to support product identification and traceability.
Customers may be required to provide the batch or lot number when reporting certain product-related concerns.
This information may assist us and our suppliers in investigating quality-related complaints.
9. Product Condition at Delivery
Customers are advised to inspect the outer packaging at the time of delivery.
If a package appears to be:
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Open
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Tampered with
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Severely damaged
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Leaking
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Broken
customers should preferably refuse the shipment and contact Dignity Health customer support.
If a damaged or compromised product is received, the issue should be reported within the timeline specified in our Refund, Return & Cancellation Policy.
10. Damaged or Defective Products
If you receive a damaged, defective, incorrect, or compromised product, please contact our customer support team with:
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Order number
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Product details
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Photographs of the product
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Photographs of the packaging
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Shipping label photograph
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Unboxing video, if available
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Batch/lot information, where applicable
Our team may investigate the complaint before offering an appropriate resolution.
11. Quality Complaints
Customers can report product quality concerns to our customer support team.
Depending on the nature of the complaint, we may request additional information such as:
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Product photographs
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Packaging photographs
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Batch/lot number
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Expiry/best-before date
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Purchase/order details
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Description of the issue
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Supporting video or documentation
The information may be shared with the relevant supplier or manufacturer when necessary for investigation.
12. Manufacturer Responsibility
For products manufactured by third-party brands, the manufacturer's product specifications, instructions, warnings, and quality standards may apply.
Dignity Health does not manufacture every product sold on its platform and therefore does not independently control the manufacturing process of third-party products.
Product-related claims may, where appropriate, be investigated in coordination with the relevant manufacturer or authorized supplier.
13. Product Information
Product descriptions, images, ingredients, nutritional information, specifications, usage instructions, and other information displayed on the website are provided for customer reference.
Customers should always refer to the actual product packaging and manufacturer's instructions for the most current product information.
In case of any difference between website information and product packaging, customers should contact our support team before using the product.
14. Health & Wellness Products
For health, wellness, nutrition, and dietary products, customers should carefully review:
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Ingredients
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Nutritional information
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Usage instructions
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Recommended serving or dosage
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Warnings
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Allergen information
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Storage instructions
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Expiry/best-before information
Customers should consult a qualified healthcare professional where appropriate before using dietary supplements or other health-related products.
15. Quality Improvement
We continuously review customer feedback, complaints, returns, replacements, and product-related concerns to identify areas where our processes can be improved.
Where recurring quality concerns are identified, we may review the relevant supplier, product, packaging, or fulfillment process.
16. Product Recall
If a manufacturer, regulatory authority, supplier, or other authorized body issues a product recall or safety-related notification, Dignity Health may take appropriate action.
This may include:
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Temporarily removing the product from sale
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Contacting affected customers where appropriate
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Coordinating with the manufacturer or supplier
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Providing information regarding return, replacement, or refund procedures
17. Customer Safety
Customers should not use a product if:
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The packaging is visibly damaged or tampered with.
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The seal is broken when it should be intact.
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The product appears contaminated or abnormal.
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The product has passed its expiry/best-before date.
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The product does not match the information on the packaging.
Customers should contact Dignity Health customer support if they have concerns about the condition or authenticity of a product.
18. Continuous Quality Monitoring
Dignity Health strives to maintain quality throughout the customer journey, including:
Sourcing → Storage → Inventory Handling → Quality Check → Packaging → Dispatch → Delivery → Customer Support
Our quality assurance processes may vary depending on the nature, category, storage requirements, and manufacturer of the product.
19. Policy Limitations
While Dignity Health takes reasonable measures to maintain product quality and authenticity, product characteristics, specifications, packaging, formulations, and labels may occasionally be changed by manufacturers.
Customers should always refer to the latest information available on the product packaging.
20. Policy Updates
Dignity Health may update this Quality Assurance Policy from time to time to reflect changes in our processes, products, suppliers, or applicable requirements.
Any updated policy will be published on this page.
21. Contact Us
If you have any concerns regarding the quality, authenticity, packaging, condition, or safety of a Dignity Health product, please contact our Customer Support Team through the contact details provided on our website.
Please keep your order number, product details, and relevant photographs/videos available so that our team can investigate the concern efficiently.