Refund policy
Refund, Replacement, Exchange, Cancellation & COD Policy
At EasyCare, we are committed to delivering safe, reliable, and quality healthcare products to our customers. Since many of our products are medical, mobility, hygiene, personal-care, and patient-support related, we follow a clear and structured policy to protect customer safety, product hygiene, and fair business practices.
Every order is handled with care, and we request customers to read this policy carefully before placing an order.
By placing an order on our website, the customer confirms that they have read, understood, and agreed to this Refund, Replacement, Exchange, Cancellation & COD Policy.
1. Quality Check Before Dispatch
Every order is processed with proper care before dispatch.
Wherever applicable, EasyCare may check, verify, pack, and record product details before handing the order to the courier partner.
For quality and dispute-resolution purposes, EasyCare may maintain:
• Product images
• Serial number records
• QC sticker records
• Packing images
• Packing videos
• Invoice copies
• Courier label images
• Courier handover proof
These records may be used for internal verification in case of product condition claims, missing item claims, incorrect product claims, courier disputes, chargebacks, or customer complaints.
2. Product Information Responsibility
Customers are requested to carefully check all product details before placing an order.
This includes:
• Product size
• Product model
• Product variant
• Product specifications
• Usage purpose
• Weight capacity
• Compatibility
• Medical suitability
• Delivery address
• Contact number
• Payment details
EasyCare will not be responsible if the customer orders the wrong product, wrong size, wrong model, wrong variant, or a product unsuitable for their personal requirement, unless the issue is caused by incorrect information provided by EasyCare.
For medical or health-related concerns, customers should consult a qualified healthcare professional before using the product.
3. 10-Day Replacement for Manufacturing Defects
EasyCare offers a 10-day replacement policy only for products with verified manufacturing defects.
If the product received has a genuine manufacturing defect, the customer must inform EasyCare within 10 days of delivery.
To raise a replacement request, customers must email us at:
The request must include:
• Order number
• Customer name
• Registered mobile number
• Clear images or videos of the issue
• Unboxing video
• Invoice or purchase proof
• Product serial number, if applicable
Replacement requests will be reviewed and approved only after verification by EasyCare.
4. Replacement First Policy
For approved manufacturing defect cases, EasyCare will first provide a suitable resolution.
Depending on the product and issue, the resolution may include:
• Replacement of the product
• Replacement of the defective part
• Repair support
• Technical guidance
• Warranty support, if applicable
• Any other suitable resolution decided by EasyCare
Refund will be considered only if replacement or suitable resolution is not available, or where refund is required under applicable law.
5. Proof Requirement for Damage, Defect, Missing Item, or Incorrect Product
For claims related to damaged, defective, missing, or incorrect products, a complete unboxing video may be mandatory.
The unboxing video should clearly show:
• The sealed package before opening
• The complete opening process without cuts, pauses, or edits
• The product condition immediately after opening
• All items received inside the package
• The defect, damage, missing item, or issue being claimed
Requests submitted without proper proof may be rejected.
EasyCare reserves the right to reject claims where the evidence is incomplete, edited, unclear, delayed, or does not support the issue claimed.
6. Damaged or Tampered Package at Delivery
Customers are advised not to accept a package that appears visibly damaged, opened, tampered with, wet, repacked, or suspicious.
If the customer accepts such a package, the customer must record a complete unboxing video immediately after delivery.
Claims related to transit damage, missing items, or tampered packaging may be rejected if proper proof is not provided.
7. Replacement Eligibility Conditions
Replacement will be accepted only if:
• The issue is verified as a manufacturing defect
• The request is raised within the applicable replacement period
• The product has not been used, misused, mishandled, modified, damaged, installed incorrectly, or repaired by an unauthorized person
• The product is returned with original packaging, accessories, manuals, invoice, tags, serial numbers, QC stickers, and tamper seals, wherever applicable
• The product matches EasyCare’s dispatch, QC, and invoice records
• The issue is approved after internal verification
Replacement will not be approved for damage or issues caused by:
• Misuse
• Mishandling
• Accidental damage
• Improper installation
• Self-installation error
• Water damage
• Electrical damage due to improper use
• Wear and tear
• Negligence
• Unauthorized repair
• Product modification
• Use of the product for purposes other than intended
8. Order Cancellation Policy
Once an order is successfully placed on our website, it cannot be cancelled by the customer.
All confirmed orders are immediately moved into order verification, inventory blocking, packing, billing, and dispatch preparation. Therefore, cancellation requests will not be accepted after order placement.
This applies to both prepaid and Cash on Delivery orders.
Customers are requested to check product details, delivery address, contact number, and payment details carefully before confirming the order.
9. Address or Contact Detail Changes
Customers must provide accurate shipping details, contact number, and address at the time of placing the order.
If a customer requests an address or contact detail correction after placing the order, EasyCare may try to assist before dispatch. However, address changes are not guaranteed once the order has been processed, packed, billed, or handed over to the courier partner.
EasyCare will not be responsible for failed delivery caused due to:
• Incorrect address
• Incomplete address
• Wrong pin code
• Wrong mobile number
• Customer unavailability
• Customer non-response
• Customer refusal
• Courier access restrictions at the delivery location
10. Cash on Delivery Orders and 5% Partial Advance Payment
For all Cash on Delivery orders, EasyCare collects 5% of the order value as partial advance payment.
This 5% partial payment is collected for:
• Order confirmation
• Inventory blocking
• Packing preparation
• COD verification
• Courier processing
• Reducing fake orders, refusal cases, and Return to Origin losses
The 5% partial payment is adjusted against the total order value. The remaining balance must be paid by the customer at the time of delivery.
11. COD Partial Payment Refund Rules
The 5% partial advance payment for COD orders is non-refundable in customer-related cancellation, refusal, rejection, or Return to Origin cases.
The 5% partial payment will not be refunded if the order is returned or undelivered due to:
• Customer cancellation after order placement
• Customer refusal at delivery
• Customer rejection of shipment
• Incorrect or incomplete address
• Wrong contact number
• Customer unavailable during delivery attempts
• Customer non-response to courier calls
• Non-collection of shipment
• Customer no longer requiring the product
• Product ordered by mistake
• Any other customer-related reason
The 5% partial payment may be refunded only in an eligible failed courier case approved by EasyCare, or where refund is required under applicable law.
12. COD Order Verification
For Cash on Delivery orders, EasyCare may verify the order through call, WhatsApp, SMS, email, or any other suitable method before dispatch.
If the customer does not respond, provides incomplete details, fails verification, or appears suspicious, EasyCare reserves the right to hold, delay, or cancel the order before dispatch.
For high-value products, EasyCare may request additional confirmation or a higher advance payment before dispatch.
EasyCare reserves the right to refuse COD service for selected products, high-value orders, high-risk pin codes, repeat RTO customers, or suspicious order behaviour.
13. Return to Origin Due to Customer Reason
If an order is returned to EasyCare due to any customer-related reason, it will be treated as Return to Origin.
Customer-related reasons include, but are not limited to:
• Incorrect address
• Incomplete address
• Wrong pin code
• Wrong phone number
• Customer unavailable during delivery attempts
• Customer refusal at delivery
• Customer rejection of shipment
• Customer cancellation request after order placement
• Customer non-response to courier calls
• Non-collection of shipment
• Entry restriction at delivery location
• Any reason not caused by EasyCare or the courier partner
In such cases, refund will not be provided, except where EasyCare approves the case as an eligible failed courier case after internal verification.
For prepaid orders, if any refund is approved by EasyCare as a special case, two-way shipping charges, handling charges, payment gateway charges, packaging charges, and other applicable costs may be deducted.
For COD orders, the 5% partial advance payment will not be refunded in customer-related RTO cases.
14. Re-Dispatch After Failed Delivery
If an order is returned to EasyCare due to customer-related reasons and the customer requests re-dispatch, re-shipping charges must be paid by the customer in advance.
Re-dispatch will be done only after:
• Product is received back at EasyCare warehouse
• Product condition is inspected
• Re-shipping charges are paid by the customer
• EasyCare approves the re-dispatch request
If the product is damaged, used, tampered with, missing parts, or not in suitable condition after return, re-dispatch may be denied.
15. Failed Courier Cases
Refunds are available only for eligible failed courier cases approved by EasyCare.
A failed courier case means the order could not be delivered due to a courier-side issue and not due to customer refusal, incorrect address, customer unavailability, non-response, non-collection, or cancellation request.
Refund approval for failed courier cases is subject to:
• Courier status verification
• Internal review
• Product return to EasyCare warehouse
• Warehouse inspection
• Final approval by EasyCare
Refunds will not be processed before the product reaches EasyCare warehouse.
16. Refund Policy
Refunds are not automatically applicable on all orders.
Refunds will be considered only in the following cases:
• Eligible failed courier case approved by EasyCare
• Manufacturing defect case where replacement or suitable resolution is not available
• Any case where refund is required under applicable law
Refunds will be processed only after the product is received back at EasyCare warehouse and inspected by our team.
Refunds will not be issued before the product reaches our warehouse.
If the returned product is found damaged, used, opened, installed, missing parts, tampered with, or not in original condition, the refund request may be rejected.
17. Refund Timeline
Once the product is received at EasyCare warehouse and the refund is approved after inspection, the refund will be processed within 5 to 7 business days.
For prepaid orders, refunds will be issued to the original payment method wherever applicable.
For COD orders, if any refund is approved as a special case, EasyCare may issue the refund through store coupon, bank transfer, UPI transfer, or any other method decided by EasyCare.
Refund timelines may vary depending on payment gateway, bank processing, courier status, and internal verification.
18. Non-Refundable Situations
Refunds will not be issued in the following cases, except where required under applicable law:
• Order cancellation after successful order placement
• Customer refusal at delivery
• Customer rejection after dispatch
• Incorrect or incomplete address provided by customer
• Wrong mobile number provided by customer
• Customer unavailable during delivery attempts
• Non-collection of shipment
• Customer non-response to courier calls
• Buyer’s remorse or change of mind
• Product ordered by mistake
• Product no longer required by customer
• Product returned without prior approval
• Product opened, used, installed, damaged, or tampered with
• Missing packaging, accessories, manuals, tags, seals, invoice, or product parts
• Damage caused due to misuse, negligence, mishandling, or improper installation
• Issue not verified as a manufacturing defect
• Customer not providing required images, videos, or unboxing proof
• Customer refusing to cooperate with verification process
• COD partial payment in customer-related RTO or cancellation cases
19. Exchange Policy
Exchange is available only for products of the same value or higher value than the product originally purchased.
If the customer selects a higher-priced product, the price difference must be paid before the exchange product is dispatched.
Exchange with a lower-priced product is not available.
No partial refund, balance refund, or price adjustment will be provided for lower-value exchange requests.
Exchange approval is subject to:
• Product eligibility
• Product condition
• Stock availability
• Category restrictions
• Internal verification
• EasyCare approval
EasyCare reserves the right to approve or reject exchange requests based on product type, condition, and eligibility.
20. Product Inspection Grading
All returned products are inspected after reaching EasyCare warehouse.
Based on inspection, the product may be classified as:
Grade A: Unused, complete, sealed, and in original condition
Grade B: Minor packaging damage, handling marks, or incomplete packing
Grade C: Used, damaged, missing parts, tampered, installed, altered, or not in resaleable condition
Refund, replacement, or exchange approval will depend on inspection grade and internal verification.
Grade C products will not be eligible for refund, replacement, or exchange.
For Grade B products, EasyCare may apply deductions based on product condition, missing items, repacking cost, handling cost, or loss in resale value.
21. Return Shipping
If a return is approved by EasyCare, the customer must pack the product safely and securely to prevent damage during return transit.
Unless specifically approved by EasyCare, return shipping charges must be borne by the customer.
If the product is damaged during return transit due to poor packing, mishandling, or customer-side negligence, EasyCare will not be responsible and the refund, replacement, or exchange request may be rejected.
22. Products Not Eligible for General Return or Refund
The following products are not eligible for general return or refund once delivered, except in approved manufacturing defect cases, eligible failed courier cases, or where required under applicable law:
• Electric wheelchairs
• Wheelchairs and mobility products once used, assembled, or installed
• Commode chairs
• Toilet-related products
• Bathroom safety products once opened or used
• Personal care products
• Hygiene products
• Patient-use products once opened or used
• Medical-use products once opened, used, or installed
• Custom or special-order products
• Products damaged due to misuse or mishandling
• Gifted, promotional, or free-of-cost products
Due to hygiene, safety, medical-use, and resale concerns, such products cannot be accepted for general return after delivery.
Return Approval (Clause 23)
No product should be returned without written approval from EasyCare.
Products returned without prior approval may not be accepted, inspected, replaced, exchanged, or refunded.
EasyCare will not be responsible for products sent back without approval, incorrect return address, missing tracking details, or improper packaging.
25. Warranty Support
If the product includes warranty support, the warranty will apply only as per the warranty terms mentioned for that product.
Warranty support may include:
• Repair support
• Part replacement
• Technical guidance
• Service support
• Product replacement, if applicable
Warranty does not cover:
• Physical damage
• Water damage
• Misuse
• Mishandling
• Improper installation
• Electrical damage due to improper use
• Normal wear and tear
• Unauthorized repair
• Product modification
• Damage caused by external factors
• Consumables and accessories, unless specifically covered
Customers may be required to share images, videos, serial numbers, invoices, or other proof for warranty assessment.
26. Chargeback or Payment Dispute
If a customer raises a payment dispute, chargeback, bank claim, or payment gateway complaint after placing or receiving an order, EasyCare may pause refund, replacement, exchange, or warranty processing until the dispute is reviewed and resolved by the concerned payment partner, bank, or authority.
EasyCare may use order records, delivery proof, product images, packing videos, courier records, and customer communication records to respond to such disputes.
27. Repeat RTO or Suspicious Order Behaviour
EasyCare reserves the right to refuse COD service, request advance payment, hold dispatch, cancel orders, or block future COD orders from customers with:
• Repeated refusal history
• Repeated Return to Origin history
• Incorrect address history
• Suspicious activity
• Fake order behaviour
• Non-response during verification
• Previous payment disputes
• High-risk pin code or courier concern
This is done to prevent fake orders, courier losses, and misuse of Cash on Delivery service.
28. Delivery Timeline
Delivery timelines shown on the website or shared by our team are estimated timelines only.
Actual delivery may vary depending on:
• Courier operations
• Serviceability
• Customer availability
• Weather conditions
• Public holidays
• Local restrictions
• Transport delays
• Natural disasters
• Technical issues
• Events beyond company control
EasyCare will not be liable for delays caused by courier partners or events beyond company control.
29. Order Verification & Fraud Prevention
EasyCare reserves the right to cancel, hold, reject, or verify any order before dispatch.
This may apply to:
• High-value orders
• Bulk orders
• Suspicious orders
• Incomplete orders
• Incorrect customer details
• COD verification failures
• Repeat RTO customers
• Orders flagged by our internal system
Additional verification may be required before dispatch.
30. Product Usage Disclaimer
All products must be used strictly as per the instructions provided.
EasyCare will not be responsible for any issue caused due to:
• Improper use
• Self-installation error
• Incorrect handling
• Self-diagnosis
• Negligence
• Unauthorized repair
• Use of product for unintended purpose
For medical or health-related concerns, customers should consult a qualified healthcare professional before using the product.
31. Gifted, Promotional, or Free Products
Products received as gifts, promotional items, free-of-cost offers, bundled offers, or complimentary items are not eligible for return, replacement, refund, or warranty claims unless specifically approved by EasyCare in writing.
Such products are provided on a no-refund and no-return basis.
32. Force Majeure
EasyCare will not be liable for delay, failure, or non-performance caused by events beyond our reasonable control.
This includes, but is not limited to:
• Natural disasters
• Courier disruptions
• Strikes
• Lockdowns
• Government restrictions
• Transport delays
• Weather conditions
• Technical failures
• Public emergencies
• Events beyond company control
33. Grievance and Customer Support
For refund, replacement, exchange, cancellation, warranty, or delivery-related concerns, customers may contact EasyCare at:
Email: onlineeasycare@gmail.com
Customers should include their order number, registered mobile number, invoice, and relevant images or videos while raising a complaint.
EasyCare will review customer concerns and respond as per internal process and applicable law.
34. Final Decision
All refund, replacement, exchange, cancellation, COD, warranty, and return requests are subject to EasyCare’s internal verification and approval.
EasyCare reserves the right to reject any request that does not meet the policy conditions mentioned above.
By placing an order on our website, the customer confirms that they have read, understood, and agreed to this policy.