Cancellation Policy

Return & Cancellation Policy

Refund & Cancellation Policy

System Two Solutions Private Limited (HealthPotli)

1. General

Cancellation and refund eligibility may vary depending on the nature of the order or service.
The Company reserves the right to review and decide each cancellation or refund request on a case-to-case basis, in accordance with this Policy.
All returns, refunds, and replacements shall be processed only after review and verification by the HealthPotli team.

2. Medicine and Healthcare Product Orders

2.1 Cancellation

Customers may cancel their order at any time before the order is delivered, including when the order is marked as 'Out for Delivery'.
However, once the order is marked as 'Out for Delivery', delivery charges and handling or service charges (if applicable) shall be non-refundable.
Eligible refund amount shall be processed only as Potli Money (wallet credit).

2.2 30-Day Return Policy (Medicines)

Customers may request a return for eligible medicine orders within 30 days from the date of delivery.
Approved return amounts shall be refunded only in the form of Potli Money (wallet credit).
Such wallet balance can be used for future purchases on the platform.

2.3 Return Conditions (Medicines)

Medicines are supplied in full strips only, and the Company does not deal in cut-strip medicines.
Returns shall be accepted only if medicines are returned in full, unopened strips and in their original condition.
The returned medicines must belong to the same batch as delivered. Any mismatch shall make the return request ineligible.
Medicines that are cut, partially used, tampered, or damaged shall not be eligible for return or refund.

2.4 Missing Items / Issue Reporting

Customers may raise a complaint for missing items within 48 hours from the date of delivery.
Requests raised after this period may not be considered.

2.5 Prescription-Based Orders

Orders requiring prescription validation may be placed on hold, modified, or cancelled if a valid prescription is not provided or accepted.
Refund eligibility shall be determined based on the stage of processing and shall be issued only as Potli Money.

2.6 MRP / Price Change-Related Orders

Products displayed on the platform may reflect an earlier MRP or price, while the actual product procured at the time of fulfilment may carry a revised MRP.
Refund, cancellation, or price adjustment shall not be automatically applicable merely due to such difference.
Where feasible, if there is a material price increase before dispatch, the Company may inform the customer and allow modification or cancellation at its discretion.

3. Non-Returnable / Non-Exchangeable Items

Baby food, diapers (baby/adult), feeding bottles, nipples, breast care products, breast pumps, wipes.
Glucometers, lancets/strips, healthcare devices, surgical or monitoring devices.
Condoms, fertility kits, pregnancy kits.
Refrigerated items, vaccines, injections, vials, penfills, and specialty medicines requiring controlled storage.

4. Pathology and Diagnostic Bookings

Cancellation shall not be permitted after sample collection has been completed.
If cancelled before sample collection, eligible refund (if any) shall be processed only as Potli Money.
Collection and convenience charges shall be non-refundable.

5. Unsuccessful Delivery / Collection

Refund may be denied in cases of incorrect address, customer unavailability, failed contact attempts, refusal to accept delivery, or failure to provide prescription.

6. Duplicate Payment

Duplicate payments shall be refunded only as Potli Money or adjusted against future orders.

7. Refund Mode

8. Non-Refundable Charges

Delivery charges (after Out for Delivery), collection charges, platform charges, handling/service charges, and failed delivery charges are non-refundable.

9. Refund Timeline

10. Company's Right to Refuse Refund

The Company reserves the right to refuse refunds in cases of fraud, misuse, repeated cancellations, false claims, or breach of Terms of Use.

11. Contact