At Dignity Health, we are committed to providing you with a smooth and reliable shopping experience. If you receive a damaged, incorrect, defective, or eligible unused product, our customer support team is available to assist you.
1. Return Eligibility
Eligible products can be returned within 30 days of delivery, subject to the conditions mentioned below.
To qualify for a return:
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The product must be unused and unopened.
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The product must be in its original condition.
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Original seals, packaging, labels, boxes, and other packaging materials must be intact.
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The product must not show signs of use, tampering, alteration, or damage caused after delivery.
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The product must be returned with its original packaging and accessories, wherever applicable.
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The original order details or invoice may be required.
Opened or used products may not be accepted for return, except where the product was received damaged, defective, incorrect, or incomplete.
2. Return of Unused Products
If you have received an eligible product and wish to return it due to a change of mind, you may request a return within 30 days of delivery.
The product must remain completely unused and unopened and must satisfy all return conditions.
Applicable reverse pickup/return shipping charges may be deducted from the refund amount depending on the location and reason for return.
The refund will be processed after the returned product reaches us and passes the required inspection.
3. Damaged Product
If your Dignity Health order arrives damaged, broken, leaking, or otherwise damaged during transit, please contact us within 48 hours of delivery.
Please share:
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Order number
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Photographs of the product
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Photographs of the outer packaging
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Photograph of the shipping label
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Unboxing video, if available
After verification, Dignity Health may arrange a reverse pickup and provide a replacement or refund, depending on product availability and the nature of the issue.
4. Incorrect Product
If you receive a product different from the product you ordered, please notify us within 48 hours of delivery.
After verification, we may arrange a reverse pickup and provide:
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A replacement with the correct product, subject to availability; or
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A refund for the affected product/order.
5. Missing Products
If any product or item is missing from your order, please report the issue within 48 hours of delivery.
Our team may request photographs, an unboxing video, package details, or other information to verify the claim.
Once verified, the missing item may be shipped separately or the applicable amount may be refunded.
6. Unboxing Video
For damaged, incorrect, missing, or incomplete orders, customers are strongly advised to record an unboxing video.
The video should ideally show:
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The package before opening.
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The shipping label.
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The package being opened.
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The products and packaging received.
An unboxing video helps us investigate delivery-related issues more efficiently.
7. Return Inspection
Returned products may be inspected by our team before a refund or replacement is approved.
A return may be rejected if:
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The product has been opened or used.
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The product has been intentionally damaged.
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The original seal or packaging has been removed.
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The product has been tampered with.
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The product does not match the product originally shipped.
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The return does not meet the applicable eligibility requirements.
8. Reverse Pickup
Where reverse pickup is available, Dignity Health may arrange collection through its logistics partner.
Reverse pickup availability depends on the customer's location and courier serviceability.
If reverse pickup is not available at a particular location, the customer may be asked to ship the product to the address provided by our support team.
Applicable return shipping charges may apply.
9. Refund Policy
Refunds will be initiated after the return has been approved and, where applicable, the returned product has been received and inspected.
Prepaid Orders
For eligible prepaid orders, the refund will generally be processed to the original payment method used for the purchase.
Once initiated, the time taken for the amount to reflect in the customer's account may depend on the bank, card issuer, payment gateway, or financial institution.
Cash on Delivery (COD) Orders
For eligible COD refunds, customers may be required to provide accurate bank account details.
The refund will generally be transferred to the customer's bank account after the return has been approved and the required bank information has been received and verified.
10. Refund Timeline
After refund approval:
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Prepaid Orders: Refunds are generally initiated within 5 working days.
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COD Orders: Refunds are generally initiated within 10 working days after receiving and verifying the required bank details.
The actual crediting time may vary depending on the customer's bank or payment service provider.
11. Shipping Charges
Original shipping charges may be non-refundable for customer-initiated returns.
For cases where the return is due to an error attributable to Dignity Health, such as:
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Wrong product shipped
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Damaged product received
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Missing product
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Confirmed product defect
the applicable shipping/return charges may be borne by Dignity Health.
For change-of-mind returns, applicable reverse shipping charges may be deducted from the refund.
12. Non-Returnable Products
Certain Dignity Health products may not be eligible for return due to hygiene, safety, consumption, or product-specific requirements.
Products may be non-returnable if they are:
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Opened or used
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Tampered with
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Damaged after delivery
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Sold as final-sale products
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Specifically marked as non-returnable on the product page
The applicable return conditions will be displayed on the website wherever required.
13. Clearance & Special Offer Products
Products sold under clearance, warehouse sale, special discount, or final-sale offers may have separate return and refund conditions.
If a product is clearly marked as Final Sale / Non-Returnable, it will generally not be eligible for return or exchange due to a change of mind.
However, this restriction does not affect eligible claims relating to damaged, incorrect, defective, or incomplete products, subject to applicable law.
14. Near-Expiry Products
If Dignity Health offers products under a near-expiry or clearance sale, the applicable expiry or best-before information will be displayed on the product page wherever required.
Such products may be sold under special pricing and may have specific return conditions communicated at the time of purchase.
15. Order Cancellation Before Dispatch
Customers may request cancellation of an order before it is dispatched.
Cancellation requests should be submitted as early as possible after placing the order.
If the cancellation request is accepted before dispatch:
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Prepaid orders: The refund will be initiated to the original payment method.
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COD orders: Since no payment has been collected, no refund will be applicable.
16. Cancellation After Dispatch
Once an order has been dispatched or handed over to the courier partner, cancellation may no longer be possible.
If the customer no longer wishes to receive a dispatched order, they may need to accept the delivery and follow the applicable return process, where eligible.
Refusing a COD shipment may result in an RTO and may affect eligibility for future COD orders.
17. Failed Delivery & RTO
An order may be returned to origin (RTO) if:
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The customer refuses delivery.
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The delivery address is incorrect or incomplete.
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The customer is unavailable after multiple delivery attempts.
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The customer cannot be contacted.
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The customer does not respond to courier calls or messages.
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Other customer-related circumstances prevent delivery.
For prepaid orders, refunds or re-shipping will be handled according to the applicable circumstances and this policy.
Repeated COD refusals or RTOs may result in COD restrictions on future orders.
18. Replacement Policy
Replacement may be provided for eligible cases involving:
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Damaged products
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Incorrect products
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Defective products
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Missing products
Replacement is subject to product availability.
If the same product is unavailable, Dignity Health may provide an eligible refund instead.
19. Product Defects
If you believe that a product is defective, please contact Dignity Health customer support within the applicable reporting period.
We may request photographs, videos, batch/lot information, packaging details, or other information to investigate the issue.
The product may be collected for inspection where required.
20. Promotional Orders
If an order was placed using a coupon code, discount, promotional offer, cashback, free product, or other promotional benefit, the refund may be calculated based on the actual amount paid and the applicable promotional terms.
Promotional benefits may not be reinstated after cancellation or return unless specifically stated.
21. Free Gifts
If a free gift or promotional product was provided with an order, it may need to be returned along with the main product when an applicable return is requested.
If the promotional item is not returned, its applicable value may be deducted from the refund, where permitted.
22. Partial Returns
If an order contains multiple products, eligible individual products may be returned separately, subject to the applicable return conditions.
The refund will be calculated based on the product(s) approved for return.
23. Payment Failure & Auto-Reversal
If money has been deducted from your bank account but the order was not successfully placed, the payment may be automatically reversed by the payment gateway or bank.
If the amount is not reversed within the applicable banking/payment gateway timeline, please contact Dignity Health support with your transaction details.
24. Duplicate Payment
If you have accidentally been charged more than once for the same order, please contact our customer support team with the relevant transaction details.
After verification, the duplicate amount will be refunded through the applicable payment channel.
25. Customer Responsibility
Customers are responsible for:
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Providing correct delivery and contact information.
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Checking the package at the time of delivery.
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Reporting eligible issues within the specified timelines.
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Providing accurate bank details for COD refunds.
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Keeping returned products properly packed when self-shipping is required.
26. Health & Wellness Products
Dignity Health products may include health, wellness, nutrition, or dietary products.
Customers should carefully read the product description, ingredients, usage instructions, warnings, and other information provided on the product page before purchase or use.
Customers should consult a qualified healthcare professional before using dietary supplements or wellness products, particularly if they have an existing medical condition, are taking medication, are pregnant or breastfeeding, or have specific health concerns.
Products should be used only as directed on the packaging or product information.
27. Refund Limitations
Subject to applicable law, Dignity Health's liability for an eligible product/order issue will generally be limited to the value of the affected product or order.
No additional compensation, freebies, or monetary compensation will be provided unless specifically approved by Dignity Health or required under applicable law.
28. Policy Exceptions
Certain products, bundles, promotional campaigns, or special offers may have specific return, refund, or cancellation terms.
Where specific terms are displayed on the product page or at checkout, those terms will apply to the relevant purchase.
29. Policy Updates
Dignity Health reserves the right to update or modify this Refund, Return & Cancellation Policy from time to time.
Any changes will be published on this page and will become effective from the date of publication.
30. Contact Us
For any return, refund, replacement, or cancellation-related query, please contact the Dignity Health Customer Support Team through the contact details provided on our website.
Please keep your order number and registered mobile number/email address ready when contacting us so that we can assist you more efficiently.