Refund, Return, Replacement & Cancellation Policy

Last Updated: 2 September 2026

At Microsidd India, we supply medical devices, diagnostic products, IVD products, healthcare consumables, laboratory products, diabetes care products, orthopaedic supports and other healthcare-related products.

Due to the medical, diagnostic, hygiene-sensitive, sterile, consumable, expiry-sensitive and personal-use nature of many products sold through Microsidd.com, our general policy is:

No Return. No Exchange.

Once a correctly supplied product has been delivered, it cannot normally be returned or exchanged because of change of mind, incorrect selection, incompatibility, wrong size selected by the customer or because the product is no longer required.

Customers are therefore requested to carefully verify the product name, brand, model, compatibility, size, pack quantity, specifications, intended use and other product details before placing an order.

This policy does not restrict any consumer remedy that must be provided under applicable Indian law.

1. No Return / No Exchange for Change of Mind

Microsidd.com does not normally accept voluntary returns or exchanges after successful delivery.

Returns or exchanges will not ordinarily be accepted where:

The customer changes their mind after ordering.
The customer no longer requires the product.
The customer ordered the wrong brand or model.
The customer ordered incompatible test strips or accessories.
The customer selected the wrong size.
The customer ordered the wrong quantity or pack size.
The customer misunderstood the intended use despite the information provided on the product page.
The customer found the same product at a lower price elsewhere.
The packaging, seal or product has been opened.
The product has been used, tested, worn or handled beyond what is reasonably necessary for inspection.
A correctly supplied medical, diagnostic, hygiene-sensitive or consumable product has already been delivered.

Customers who are uncertain about product compatibility or specifications should contact Microsidd before placing the order.

2. Products That Are Normally Non-Returnable

Due to safety, hygiene, contamination risk, storage requirements and product integrity, the following products are normally non-returnable and non-exchangeable once correctly supplied:

Glucometer test strips
Glucometers and related consumables once opened or used
Diagnostic test kits
HIV test kits
Pregnancy test kits
Ovulation test kits
Rapid diagnostic tests
Troponin and cardiac marker tests
Urine analysis strips
Reagents
Laboratory consumables
Blood collection tubes
Lancets
Needles
Syringes
Sterile products
Medical disposables
Products with broken or opened seals
Products requiring controlled storage
Expiry-sensitive diagnostic products
Personal-use healthcare products
Hygiene-sensitive products
Used medical devices or accessories
Worn orthopaedic or rehabilitation products
Products specifically marked Non-Returnable / No Exchange
Complimentary, promotional or free products

These restrictions apply to ordinary or change-of-mind returns. Genuine cases involving incorrect supply, verified transit damage, defects or other circumstances covered under applicable law are handled separately under this policy.

3. Compulsory Unboxing Video

A complete, continuous and unedited unboxing video is compulsory for delivery-related claims involving:

Wrong product received
Incorrect quantity
Missing product
Missing accessories
Empty parcel
Partially empty parcel
Transit damage
Broken product
Broken or tampered seal
Damaged product packaging
Suspected courier tampering

The unboxing video is required so that Microsidd can verify the condition in which the parcel was delivered and investigate the claim with our warehouse and courier partners.

4. How the Unboxing Video Must Be Recorded

The recording must begin before the parcel is opened.

The customer must:

Show the complete unopened parcel clearly from all sides.
Clearly show the courier/shipping label and AWB details.
Show that the parcel is sealed before opening.
Keep the recording running continuously.
Open the parcel while recording.
Show all inner packaging.
Remove and show every product received.
Clearly show any claimed shortage, wrong product, damage or tampering.
Continue recording until all contents have been inspected.

The recording must be one continuous video without cuts, pauses, edits or interruptions.

5. Parcel Must Be Opened by Cutting the Tape – Do Not Tear the Box

The parcel must be opened carefully by cutting the sealing tape using a blade or appropriate cutter.

Do not tear, rip, crush or forcibly pull apart the shipping box or courier packaging.

The purpose is to keep the outer carton and packaging as intact as reasonably possible so that the original condition of the shipment can be verified.

Customers should use extreme care while handling a blade or cutter and should cut only the sealing tape.

Damage caused to the product, inner box or contents while opening the parcel with a blade, cutter or other object will not be considered transit damage.

6. Invalid or Incomplete Unboxing Videos

An unboxing video may not be accepted as valid evidence if:

Recording begins after the parcel has already been opened.
The tape has already been cut before recording starts.
The shipping label is not visible.
The customer tears open the carton instead of properly cutting the sealing tape.
The video contains cuts or edits.
Recording is paused during opening.
The entire opening process is not visible.
Products are removed from camera view during the recording.
The alleged damage or shortage cannot be verified from the recording.

For delivery-related claims covered by the compulsory unboxing requirement, Microsidd may reject a claim where the required evidence is not provided or the claim cannot otherwise be reliably verified, subject always to applicable law.

7. Wrong Product Supplied by Microsidd

If Microsidd sends a product materially different from the product stated in the confirmed order, contact Customer Support promptly.

Customers must provide:

Order number
Customer name
Registered mobile number
Complete compulsory unboxing video
Clear photograph of the shipping label
Photographs of the received product where requested
Any other information reasonably required for investigation

Once the error is verified, Microsidd will provide an appropriate resolution, which may include replacement, correction or refund depending on availability and circumstances.

8. Product Damaged During Transit

If the courier parcel is visibly severely damaged at the time of delivery, the customer should, wherever reasonably possible, avoid accepting a visibly compromised shipment.

Where the parcel is accepted, the compulsory unboxing video requirements apply.

Customers must preserve:

Outer courier packaging
Shipping label
Inner packaging
Product box
Product
Accessories
Complete unboxing video

Do not discard any packaging until Microsidd confirms that the investigation has been completed.

9. Missing Product or Incorrect Quantity

Claims for missing items or incorrect quantities require the complete unboxing video.

The video must demonstrate:

The originally sealed parcel
Shipping label
Continuous opening
All internal contents
Quantity actually received

After verification, Microsidd will provide an appropriate resolution.

10. Defective Products

Electronic medical devices and certain other healthcare products may carry a manufacturer's warranty.

Where an issue relates to a technical or manufacturing defect covered by manufacturer warranty, the customer may be required to follow the manufacturer's authorised warranty or service-centre process.

Depending on the product and manufacturer's policy, the remedy may include:

Technical inspection
Repair
Replacement
Manufacturer service

Microsidd will assist with available manufacturer warranty information where applicable.

Consumables, test strips, reagents and single-use diagnostic products generally do not carry the same type of repair/service warranty applicable to electronic devices.

This section does not remove remedies available where goods were defective when supplied.

11. Product Different from the Website Description

If the product supplied materially differs from the specifications, characteristics or product represented at the time of purchase, contact Microsidd Customer Support.

We will investigate the matter and provide an appropriate remedy where the discrepancy is verified.

Manufacturers sometimes update packaging, label design, box colour or artwork without changing the actual product.

A packaging or design change alone will not normally constitute a wrong product where:

Brand is correct
Product model is correct
Quantity is correct
Product function is correct
Material specifications remain substantially unchanged

12. Wrong Product or Size Ordered by the Customer

Customers are responsible for confirming product compatibility and specifications before purchase.

Examples include:

Glucometer strips: Test strips generally work only with specified meter brands/models.

Orthopaedic supports: Customers should check the applicable size chart before ordering.

Diagnostic products: Customers should verify test parameter, sample type, intended use and pack quantity.

When Microsidd has correctly supplied the exact product ordered, a return or exchange will normally not be available merely because the customer selected the wrong product, model, size or compatibility.

13. Order Cancellation Before Dispatch

Customers may request cancellation before an order has been dispatched.

Where the order has not entered the shipping process, Microsidd will attempt to cancel it.

For eligible prepaid orders successfully cancelled before dispatch, the applicable refundable amount will be initiated to the original payment method.

Cancellation cannot be guaranteed after the order has been packed, manifested, handed to the courier or dispatched.

14. Orders Cannot Normally Be Cancelled After Dispatch

Once an order has been dispatched, customers are requested to accept delivery.

Refusing a shipment after dispatch creates:

Forward shipping cost
Courier handling expenses
Return shipping cost
Return-to-Origin processing
Packaging and operational costs

Accordingly, post-dispatch refusal may be treated as a Return to Origin (RTO) rather than a normal cancellation.

15. Cash on Delivery (COD) Fee

Cash on Delivery orders may carry a separately disclosed COD service/handling fee.

The COD fee helps cover additional costs and risks associated with COD shipments, including payment processing, shipping administration and potential Return-to-Origin costs.

The applicable COD fee is disclosed to the customer during the ordering/checkout process.

COD Fee Is Non-Refundable After Dispatch in Customer-Attributable RTO Cases

Once a COD order has been dispatched, the COD fee is non-refundable if the shipment is returned because:

The customer refuses delivery.
The customer denies the order.
The customer changes their mind after dispatch.
The customer repeatedly remains unavailable.
The customer does not respond to courier delivery attempts.
The customer provides an incorrect or incomplete address.
The customer provides an incorrect or unreachable telephone number.
Delivery fails for reasons attributable to the customer.
The parcel is returned to Microsidd as RTO because the customer did not accept delivery.

The COD fee is intended partly to secure the forward and return shipping risk associated with providing COD service.

The COD fee will not be withheld where the failure or return resulted from a Microsidd error or where applicable law requires otherwise.

16. Refused COD Shipments

Customers placing COD orders should order only when they intend to accept the shipment.

If a customer refuses a genuine COD order after dispatch without a valid delivery-related reason:

The COD fee will remain non-refundable.

Microsidd may also restrict, suspend or disable COD availability for customers, addresses or contact numbers associated with repeated refused or undelivered COD shipments.

Customers may still place prepaid orders where available.

17. Return to Origin (RTO)

A shipment may be classified as Return to Origin when the courier is unable to complete delivery and returns the parcel to Microsidd.

Common reasons include:

Customer refusal
Customer unavailable
Incorrect address
Incomplete address
Unreachable telephone number
Repeated failed delivery attempts
Customer requesting cancellation after dispatch

Where a prepaid shipment is returned for a reason attributable to the customer, the refund will be considered after the parcel has physically returned to Microsidd and has been inspected.

Where legally permissible and appropriately disclosed, actual shipping or return-logistics costs attributable to the failed delivery may be considered when determining the refundable amount.

COD fees, where applicable under the circumstances described above, remain non-refundable.

18. Cash on Delivery Orders with Genuine Product Problems

Choosing Cash on Delivery does not remove the customer's right to report a legitimate issue.

Verified claims involving:

Incorrect product supplied
Missing products
Transit damage
Materially misdescribed products
Defective or deficient goods
Other circumstances covered by applicable law

will be reviewed in accordance with this policy.

The compulsory unboxing-video requirements apply to delivery-related claims where the condition or contents of the shipment must be verified.

19. EMI, Cards, UPI and Online Payment Refunds

Where a refund is approved, Microsidd will normally initiate it through the original payment channel wherever technically available.

Refund processing may involve:

Credit/debit card provider
UPI provider
Bank
Payment gateway
EMI provider

After Microsidd initiates a refund, the time taken for the amount to appear in the customer's account depends on the relevant financial institution.

Typically, this may take approximately 5–10 business days, although actual processing times may vary.

Any EMI interest, processing charge or other bank-related amount is governed by the applicable bank or payment provider.

20. How to Raise an Order-Related Claim

Contact Microsidd Customer Support with:

Order number
Customer name
Registered mobile number
Description of the issue
Compulsory unboxing video where applicable
Photographs requested by Customer Support
Shipping/AWB label
Product photographs
Any other relevant evidence

Delivery-related problems should be reported as soon as possible after delivery so courier and warehouse records can be investigated efficiently.

21. Do Not Return Products Without Authorisation

Customers must not courier or return any product to Microsidd without prior approval.

Unauthorised returns may not be accepted or processed.

Where a return is approved, Microsidd Customer Support will provide the relevant instructions.

An approved return should normally include:

Product
Original packaging
Accessories
Manuals
Warranty documents
Free accessories supplied with the product
Other original contents

unless Microsidd specifically instructs otherwise.

22. Condition of an Approved Return

Where a return is authorised, the item should be preserved in the condition in which it was received, except where inspection is reasonably necessary.

Customers should not:

Use the product unnecessarily
Damage packaging
Remove labels
Remove serial numbers
Alter the product
Dispose of accessories
Dispose of courier packaging while a delivery claim is under review

23. Refund Approval and Processing

A refund is initiated only after the claim has been reviewed and approved where approval is required.

Where a physical return is necessary, Microsidd may process the refund after:

The returned shipment reaches Microsidd.
The item is inspected.
The claim details are verified.
Eligibility is confirmed.

Approved refunds will normally be returned through the applicable original payment method.

24. Manufacturer Warranty

Manufacturer warranties are governed by the respective manufacturer's terms.

Warranty coverage may require the product to be submitted to an authorised service centre.

Manufacturer warranties commonly do not cover:

Physical damage
Accidental damage
Water/liquid damage
Misuse
Incorrect installation
Unauthorised repair
Damage due to incorrect accessories
Damage contrary to manufacturer instructions
Normal wear and tear

Customers should refer to the warranty information supplied with the individual product.

25. Why Medical and Diagnostic Products Are Non-Returnable

Healthcare and diagnostic products require special handling.

Once such a product has been delivered to and handled by a customer, Microsidd cannot always verify:

Storage conditions
Temperature exposure
Hygiene
Contamination
Seal integrity
Handling conditions
Product integrity

It may therefore be inappropriate or unsafe to offer the same product for resale to another customer.

Our No Return / No Exchange policy for correctly supplied medical, diagnostic, consumable and hygiene-sensitive products is intended to preserve product integrity and customer safety.

It does not remove remedies required under applicable law for genuinely incorrect, defective, deficient, spurious or materially misdescribed goods.

The Consumer Protection (E-Commerce) Rules require e-commerce businesses to disclose return, refund, exchange, warranty, payment and grievance information clearly, and provide remedies in specified cases involving defective, deficient, spurious or not-as-advertised goods.

26. Grievance Officer

For grievances relating to purchases, refunds, replacements, cancellations, delivery issues, payments, product concerns or services provided through Microsidd.com, customers may contact:

Name: Dr. Pramod Kumar
Designation: Grievance Officer – Microsidd India
Email: microsiddindia@gmail.com
Telephone: +91 63667 72288

Please include your order number and registered contact details when submitting an order-related grievance.

27. Microsidd India Contact Details

Microsidd India
#09, Green Chambers
14th Cross, RT Nagar
Bengaluru (Bangalore) – 560032
Karnataka, India

Customer Support: +91 63667 72288
Email: support@microsidd.com
Website: Microsidd.com

Working Hours: Monday to Saturday, 10:00 AM – 6:00 PM IST

28. Consumer Rights & Applicable Law

Nothing in this Refund, Return, Replacement & Cancellation Policy is intended to waive, restrict or exclude any consumer right or remedy that cannot lawfully be excluded under the Consumer Protection Act, 2019, Consumer Protection (E-Commerce) Rules, 2020 as amended, or other applicable Indian law.

Where a mandatory legal requirement conflicts with any provision of this policy, the applicable statutory requirement will prevail.

The Department of Consumer Affairs currently lists both the Consumer Protection (E-Commerce) Rules, 2020 and the 2021 amendment among the rules under the Consumer Protection Act.

29. Policy Changes

Microsidd India may amend this policy periodically to reflect changes in:

Products
Courier arrangements
Payment methods
Business processes
Manufacturer policies
Applicable laws or regulations

The latest version published on Microsidd.com will display the applicable Last Updated date.

cancellation and refunds