Your Health, Our Priority: Seamless Online Doctor Consultation
Return Policy
HelloDoc Returns, Cancellations & Refunds Policy
Effective Date: 1 June 2025
HelloDoc is committed to delivering medical products and healthcare services that meet the highest standards of quality, safety, and customer satisfaction. To support this commitment, we have designed a comprehensive Returns, Cancellations, and Refunds Policy to protect our customers, ensure regulatory compliance, and maintain healthcare integrity.
This policy applies to all products sold by HelloDoc, including prescription medications, over-the-counter (OTC) products, health equipment, supplements, and diagnostic tools.
1. RETURNS POLICY
1.1 General Principles
HelloDoc does not accept returns for most medical products due to safety and regulatory considerations. However, exceptions are made under controlled and documented conditions where:
- A delivery error occurs (wrong item or quantity).
- Items are received in damaged or compromised condition.
- Products are delivered with an expiry date of less than 3 months.
- The delivered product is defective, tampered with, or mislabelled.
- Items do not match the prescription or order specifications.
HelloDoc reserves the right to assess each return request individually, based on photographic evidence, order documentation, and customer-provided details.
1.2 Eligible Return Conditions
Returns will be accepted only if the following ALL conditions are met:
|
Requirement |
Description |
|---|---|
|
Timeframe |
Return request must be raised within 10 working days of delivery. |
|
Product Integrity |
Product must be unopened, unused, in original manufacturer’s packaging with labels, seals, barcodes, and inserts intact. |
|
Batch Match |
Batch number must match the invoice details. |
|
Invoice |
Original sales invoice must be returned along with the item. |
|
Temperature Control |
Products that require specific storage (e.g., cold chain) will only be accepted if returned under controlled conditions and with prior approval. |
1.3 Non-Returnable Products
In compliance with health safety regulations, we are unable to accept returns for the following categories:
|
Product Type |
Reason |
|---|---|
|
Opened or partially used products |
Risk of contamination and misuse |
|
Prescription medicines (unless misdelivered/damaged) |
Regulatory and safety restrictions |
|
Temperature-sensitive products (e.g., insulin, vaccines, injectables, biologics) |
Cold chain integrity requirements |
|
Medical equipment with broken seals or used condition |
Hygiene, infection control |
|
Health Monitoring Devices once activated |
Potential user data and calibration concerns |
|
Orthopaedic supports, braces, and intimate care products |
Personal hygiene |
|
Products marked as 'Non-returnable' on product page |
Policy enforcement and transparency |
1.4 How to Initiate a Return
Please follow these steps to request a return:
- Contact Customer Support via phone/WhatsApp at +267 71-826-162 or email hellodoc@ai.co.bw within 10 working days of receiving the order.
- Provide:
- Order number
- Product details
- Photographs of the product and outer packaging
- Reason for the return
- Our team will review and, if eligible, approve a Return Merchandise Authorization (RMA).
- Return must be shipped back or collected (if applicable) in accordance with provided instructions.
2. REPLACEMENTS
HelloDoc may offer replacements for eligible items under the following conditions:
- The product is defective, expired upon delivery, or arrived damaged.
- Replacement stock is available and complies with the customer’s prescription (if applicable).
- The original item is returned and verified.
If a replacement is unavailable, a full refund will be processed as per the terms outlined below.
3. CANCELLATION POLICY
3.1 Customer-Initiated Cancellations
Orders may be cancelled only under the following conditions:
|
Stage |
Cancellation Eligibility |
|---|---|
|
Within 24 hours of placing the order |
✅ Yes |
|
Before dispatch/shipping status is confirmed |
✅ Yes |
|
After the order is marked as shipped or approved |
❌ Not Eligible (unless delay/error is on HelloDoc’s part) |
To cancel an order:
- Call or WhatsApp: +267 71-826-162
- Email: hellodoc@ai.co.bw
You must quote your Order ID and reason for cancellation.
3.2 HelloDoc-Initiated Cancellations
We may cancel orders due to:
- Product unavailability
- Pricing or stock errors
- Incomplete or unverifiable prescription (where applicable)
- Non-compliance with delivery conditions
In such cases, customers will be notified promptly, and a full refund will be issued.
4. REFUND POLICY
HelloDoc issues refunds under specific, approved scenarios. Refunds are provided either as a full monetary refund or in the form of store credit, depending on the customer’s preference and case resolution.
4.1 Scenarios Eligible for Full Refund
- The item received is damaged, defective, or different from what was ordered.
- The order was cancelled before dispatch.
- The item was lost in transit.
- The product is delivered post-expiry or with less than 3 months to expiry.
- The product is unavailable for replacement after a return approval.
4.2 Refund Process and Timeline
|
Mode of Payment |
Refund Mode |
Processing Time |
|---|---|---|
|
Credit/Debit Card, Net Banking |
Same payment method |
7-10 working days |
|
Cash on Delivery (COD) |
Bank transfer or HelloDoc wallet |
7-10 working days (after bank details are verified) |
|
Store Credit |
Wallet credit |
Within 2 working days |
Note: Refund timelines are subject to bank processing times and public holidays. HelloDoc will provide a transaction reference upon processing.
5. EXCHANGES
HelloDoc does not offer product exchanges, except in the case of:
- A defective or misdelivered item where an identical product is in stock.
6. CONTACT INFORMATION
For any queries related to returns, refunds, or cancellations, please contact:
Customer Support Desk – HelloDoc
