Encore Biomedicals Private Limited
Effective Date: [20/12/2025]
1. Overview
At Encore Biomedicals Private Limited, we strive to ensure customer satisfaction while maintaining strict compliance with regulatory and quality standards applicable to in-vitro diagnostic (IVD) products.
This Return and Refund Policy explains the conditions under which products may be returned, replaced, or refunded for transactions made through PhonePe or any other payment mode.
2. Applicability
This policy applies to the sale of the following products:
• Diagnostic instruments and analyzers
• Reagents, consumables, calibrators, and controls
• Rapid test kits
• Spare parts and accessories
3. General Terms
• All return, replacement, or refund requests must be approved in writing by Encore Biomedicals.
• Products once sold are not eligible for return unless the conditions mentioned in this policy are met.
• A valid invoice or proof of payment is mandatory for all claims.
• Refunds are applicable only for eligible cases as described below.
4. Non-Returnable & Non-Refundable Products
The following items are not eligible for return or refund:
• Opened, used, or partially used reagents, kits, calibrators, or controls
• Products with remaining shelf life of 3 months or less at the time of complaint
• Products damaged due to improper storage, mishandling, power fluctuation, or user negligence
• Free samples, demo kits, or promotional items
• Products purchased under special pricing, clearance, liquidation, or discount offers
5. Eligible Return Scenarios
5.1 Transit Damage or Short Shipment
• Must be reported within 24 hours of delivery
• Photographic/video evidence and delivery remarks are mandatory
5.2 Manufacturing Defect / Quality Issue
• Must be reported within 7 days of delivery or immediately upon detection during initial use
• Subject to internal technical evaluation and/or sample testing
5.3 Incorrect Product Supplied
• Must be reported within 48 hours of delivery
• Product must be unopened, unused, and in original packaging
6. Return Authorization (RMA) Process
• Customer must email the complaint along with invoice details, batch/lot number, and issue description
• Upon approval, Encore Biomedicals will issue a Return Material Authorization (RMA)
• Products returned without RMA will not be accepted
• Returned products must be securely packed and clearly labeled with the RMA number
7. Resolution Options
Based on evaluation, Encore Biomedicals may offer one of the following:
• Replacement of the product
• Credit note for future purchases
• Partial or full refund
Cash refunds are not provided unless explicitly approved in writing.
8. Refund Processing (PhonePe-Compliant)
• Approved refunds will be processed within 15–21 working days
• Refunds will be credited to the original mode of payment, including PhonePe, wherever applicable
• If original mode refund is not feasible, a credit note will be issued
• GST and taxes will be adjusted as per applicable laws through credit/debit notes
9. Shipping & Logistics Costs
• In cases of manufacturing defect or incorrect supply, return shipping may be borne by Encore Biomedicals
• In all other cases, shipping and re-shipping charges shall be borne by the customer
10. Instruments & Capital Equipment
• Instruments and analyzers are not eligible for return once installed or commissioned
• Any issues related to instruments will be handled strictly under the Warranty & Service Policy
11. Regulatory & Safety Compliance
• Returned IVD products may be quarantined, tested, or disposed of as per applicable biomedical waste and regulatory norms
• Encore Biomedicals reserves the right to reject returns involving regulatory non-compliance or biosafety risks
12. Limitation of Liability
Encore Biomedicals’ liability shall be limited strictly to the value of the product supplied.
The company shall not be liable for indirect, incidental, or consequential losses including loss of business, profits, or data.
13. Policy Updates
Encore Biomedicals reserves the right to amend this policy at any time without prior notice.
The latest version published on official platforms shall prevail.
14. Contact Details
For return or refund-related queries, please contact:
Encore Biomedicals Private Limited
📧 Email: support@encorebiomedicals.com
📞 Mobile: +91 91368 84688
