Cancellation and Refund Policy

Cancellation and Refund Policy: Online Dawai Wala(ODW)

Welcome to Online Dawai Wala! We value our customers and aim to provide a smooth and hassle-free shopping experience. This Cancellation and Refund Policy outlines the conditions under which cancellations, refunds, and returns are handled.

1. Order Cancellation Policy

1.1 Cancellation by Customer

• Orders can be canceled before dispatch by contacting our customer support team or by your portal account.
• If the order has already been dispatched, no cancellation is allowed.
• For prepaid orders, the refund process will be initiated after a successful cancellation request.
• If the order contains prescription medicines, cancellation is subject to verification and approval.

1.2 Cancellation by Online Dawai Wala

• We reserve the right to cancel an order if:
  • The ordered medicines are out of stock or discontinued.
  • There are issues with prescription verification.
  • The delivery location is outside our serviceable area.
  • Payment is not successfully processed.
• In case of cancellation by us, the full amount will be refunded to the customer.

2. Refund Policy

2.1 Eligibility for Refund

• Refunds will be provided in the following cases:
  • Order is canceled before dispatch.
  • Wrong medicines were delivered.
  • Expired or damaged medicines were received.
  • The product was missing from the order.
  • The order was not delivered within the committed time (24-48 hours) and the delay was not informed.

2.2 Refund Process

• Customers must raise a refund request within 7 days of receiving the order by contacting customer support.
• A refund will be processed only after proper verification of the issue.
• If a replacement is preferred instead of a refund, we will arrange for the replacement.
• Refunds will be processed using the original payment method and will be credited within 7-10 business days.
• In the case of Cash on Delivery (COD) orders, refunds will be transferred to the customer’s bank account after verification.

3. Return and Exchange Policy

3.1 Eligible Returns

• Returns are accepted if:
  • The wrong medicine was delivered.
  • The delivered medicine is damaged or expired.
  • The medicine packaging was tampered with.
• The returned product must be unused and in its original packaging.

3.2 Return Process

• Customers should initiate a return request within 7 days of delivery.
• The request can be made through the customer portal or by contacting our customer support team.
• We will arrange for a reverse pickup if the location is serviceable. Otherwise, customers may need to send the product back.
• Once the returned product is received and verified, the exchange or refund process will be initiated.

4. Non-Refundable & Non-Returnable Items

• Medicines that have been opened or used.
• Prescription medicines that were delivered correctly as per the provided prescription.
• Products that are damaged due to customer mishandling.
• Orders that are canceled after dispatch.
• Health and hygiene products that cannot be resold due to safety concerns.

5. Delays and Compensation

• If an order is delayed beyond 48 hours, the customer will be informed about the new estimated delivery time.
• In case of failure to inform, the customer is eligible for free delivery or additional discounts.
• Compensation (if any) will be at the sole discretion of Online Dawai Wala.

6. Customer Support

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

• Phone: +91-9277331155
• Email: support@onlinedawaiwala.com
• Address: Near Sant Nirankari Satsang Bhawan, Rajpura, Aurai Road, Bhadohi-221401

Our support team is available Monday to Saturday, 10:00 AM – 7:00 PM.

7. Policy Updates

• We reserve the right to update this policy without prior notice.
• Customers are advised to check the policy page periodically for any changes.

Thank you for choosing Online Dawai Wala! Your health is our priority.