Shipping & Exchange Policy

1. Introduction

This Shipping & Exchange Policy (“Policy”) governs the shipment, delivery, and exchange of physical products dispensed through the Platform, including medicines, supplements, and diagnostic sample-collection kits.

This Policy should be read together with our Refund & Cancellation Policy and Terms & Conditions. In the event of any conflict between this Policy and the Refund & Cancellation Policy regarding monetary refunds, the Refund & Cancellation Policy shall prevail.

2. Scope

2.1

This Policy applies to:

• Prescription medicines and supplements dispensed pursuant to a treatment plan
• Diagnostic sample-collection kits dispatched for laboratory tests
• Any other physical product shipped by or on behalf of the Company

2.2

This Policy does not apply to teleconsultations, therapy sessions, or other digital/virtual services, which are non-physical in nature and are not “shipped.”

3. Shipping Partners

3.1

The Company ships products through third-party logistics partners, including but not limited to Shiprocket and its affiliated courier networks. Diagnostic sample kits and related logistics may be facilitated through the Company's diagnostic partner, Thyrocare.

3.2

The User expressly agrees and acknowledges that:

• Such logistics partners operate independently of the Company
• The Company does not control courier scheduling, transit conditions, or last-mile delivery execution
• Delivery timelines provided by the Company are estimates only and not guaranteed

4. Serviceable Areas

4.1

The Company currently ships within India only, subject to serviceability of the pin code by its logistics partners.

4.2

If a User's delivery address falls outside serviceable areas, the Company reserves the right to cancel the order and process a refund in accordance with the Refund & Cancellation Policy.

5. Order Processing & Delivery Timelines

5.1

Orders are typically dispatched within 24–48 hours of prescription confirmation and payment, subject to product availability.

5.2

Estimated delivery timelines:

• Metro cities: 2–4 business days
• Non-metro cities and other locations: 4–7 business days

5.3

Delivery timelines may be affected by factors beyond the Company's control, including courier delays, weather conditions, regional restrictions, or incomplete/incorrect address details provided by the User.

6. Shipping Charges

6.1

Shipping charges, if applicable, shall be displayed to the User at the time of checkout prior to payment.

6.2

The Company reserves the right to revise shipping charges or offer free shipping thresholds at its discretion, without prior notice.

7. Packaging & Confidentiality

7.1

Given the sensitive nature of the Platform's services, all products are shipped in discreet, plain, unmarked packaging with no reference to the contents, the User's medical condition, or the Platform's name on the outer packaging, unless required otherwise by applicable law.

7.2

Users are requested to inspect packages at the time of delivery and report any visible tampering or damage to the courier and to the Company immediately.

8. Order Tracking

8.1

Users may track their order status through the Platform or via tracking details shared by the logistics partner (SMS/email/app notification).

8.2

For tracking-related delays or discrepancies, Users may reach out to support@untaboo.com.

9. Failed & Delayed Deliveries

9.1

In case of failed delivery due to:

• Incorrect or incomplete address provided by the User
• User's unavailability at the delivery address after reasonable attempts by the courier
• Refusal to accept delivery

the Company shall not be liable for any resulting delay, and additional shipping charges may apply for re-attempted delivery.

9.2

In case of delivery delays attributable to the courier partner or the Company, Users may contact support@untaboo.com for assistance, including re-shipment where applicable.

10. Exchange Policy

10.1 Eligibility for Exchange

An exchange may be requested only where:

• The product delivered is incorrect (wrong medicine/supplement/kit dispatched against the order)
• The product delivered is damaged, tampered with, or defective at the time of delivery
• The product delivered is different from what was prescribed by the treating practitioner

10.2 Exchange Request Window

Exchange requests must be raised within 48 (forty-eight) hours of delivery, along with:

• Order/prescription reference number
• Photographic evidence of the product and its packaging (for damage, tampering, or incorrect items)

10.3 Non-Exchangeable Items

The following shall not be eligible for exchange under any circumstances:

• Products that have been opened, used, consumed, or tampered with by the User (except where the tampering/damage occurred prior to delivery and is evidenced under Section 10.2)
• Products without original packaging, labels, or seals intact
• Diagnostic sample-collection kits once the sample has been collected
• Change of mind after correct delivery of the prescribed product

10.4 Exchange Process

Upon verification of an eligible exchange request, the Company will arrange for:

• Reverse pickup of the affected product, where feasible; or
• Instructions for return via the logistics partner

A replacement shall be dispatched once the returned product is received and verified, or, at the Company's discretion, in parallel with the reverse pickup.

10.5 Outcome Where Exchange Is Not Feasible

Where a like-for-like exchange is not feasible (e.g., product discontinued, prescription revised by the practitioner), the Company may, at its discretion, offer a refund for the affected product in accordance with the Refund & Cancellation Policy.

11. Prescription Medicines — Regulatory Note

11.1

All prescription medicines are dispensed strictly in accordance with a valid prescription issued by a registered medical practitioner on the Platform.

11.2

Once a prescription-based medicine has been dispensed and delivered, exchange is permitted only under the conditions in Section 10.1 (wrong item, damage, or deviation from prescription), and not for reasons of User preference, in keeping with applicable drug-dispensing regulations in India.

12. Force Majeure

The Company shall not be liable for delays or failures in shipping or exchange arising from events beyond its reasonable control, including natural disasters, pandemics, government restrictions, courier network disruptions, or technical failures. Affected shipments or exchanges may be rescheduled or modified at the Company's discretion.

13. Limitation of Liability

The Company's liability in relation to shipping and exchange shall be limited strictly to arranging redelivery, exchange, or refund (as applicable) of the affected product, and shall not extend to any indirect, incidental, or consequential loss.

14. Contact for Shipping & Exchange Queries

For any queries, tracking assistance, or to raise an exchange request, Users may contact:

• Email: support@untaboo.com
• Phone: +91 7625-812581

15. Policy Modification

The Company reserves the right to modify this Policy at any time. Continued use of the Platform constitutes acceptance of the updated Policy.

This Policy should be read together with our Refund & Cancellation Policy and Terms & Conditions.

Bizetikk 24 Private Limited
#4075, Sector 68, Airport Road, SAS Nagar, Mohali, Punjab – 160062, India
management@bizetikk.com · +91 7625-812581
CIN: U21003PB2024PTC060910 · GSTIN: 03AAMCB3877F1ZM