Returns & Refunds
We want you to buy with confidence. Because we sell sensitive medical devices and diagnostics, our policy pairs a 30-day money-back guarantee on unused, sealed items with the safety and hygiene rules these products require once a device is opened. Please read the sections below before requesting a return.
Last updated: June 2026
48 hours
to report a damaged, defective, or wrong item from delivery
30 days
money-back guarantee on eligible items that are still sealed and unused
5–7 business days
for an approved refund to reach your original payment method
What can be returned
To be eligible for a return, an item must be in the same condition you received it — unused, unopened, with its seal and original packaging intact — and you must have proof of purchase (order ID or invoice). Eligible items are covered by our 30-day money-back guarantee and can be returned within 30 days of delivery for a full refund.
What cannot be returned
For health, safety, and hygiene reasons, the following are not eligible for return or refund once opened, activated, or with a broken seal:
- Continuous Glucose Monitors (CGMs) and sensors once the seal is broken or applied
- Glucometers once activated or paired
- Test strips, lancets, and other consumables once the seal is broken
- Any personal-care or single-use medical item once opened
- Clearance, sale, or promotional items, and gift cards
- Products returned without first requesting a return (see below)
If you are unsure whether your item qualifies, message us before opening it and we'll confirm.
Damaged, defective, or wrong item?
Please inspect your order as soon as it arrives. If anything is damaged in transit, defective, or not what you ordered, contact us within 48 hours of delivery and we'll make it right with a replacement or full refund — at no cost to you.
Tip: a short unboxing video and photos of the package and product greatly speed up approval. For sealed devices damaged in transit, keep the packaging until your claim is resolved.
How to start a return
- Contact us on WhatsApp or email with your order ID and the reason for return.
- Share photos or a video if the item is damaged, defective, or incorrect.
- We'll review and, if approved, arrange a pickup or share return instructions.
- Once we receive and inspect the item, we'll confirm your replacement or refund.
Items sent back without an approved return request cannot be accepted.
Refunds
Once your return is received and inspected, we'll notify you whether the refund is approved. Approved refunds are issued to your original payment method via Razorpay within 5–7 business days. Your bank or card issuer may take additional time to post it to your account. Prepaid shipping is non-refundable unless the return is due to our error (damaged, defective, or wrong item).
Cancellations & exchanges
- Cancellations: orders can be cancelled for a full refund any time before they are dispatched — just message us with your order ID.
- Exchanges: the fastest way to exchange is to return an eligible item and place a new order once the return is approved.
Product issue? We've got you covered
Even when an item falls outside the return window, you're not on your own. If you face a defect, malfunction, or manufacturing fault, our support team will personally help you get a replacement directly from the manufacturer. Reach out with your order details and a description of the issue, and we'll coordinate on your behalf.
Need help?
Our support team is happy to assist with any return, refund, or replacement question. Have your order ID ready and we'll respond promptly.
WhatsApp: +91 99229 20039 · Email: support@alstarinnovations.com