Cancellation & Refund Policy
Effective Date: August 30, 2025 | Last Updated: August 30, 2025
At A1 Ophthalmic, we understand that circumstances may require order cancellations or product returns. This policy outlines our procedures for cancellations, returns, exchanges, and refunds to ensure transparency and customer satisfaction while maintaining quality standards for medical equipment.
1. Order Cancellation Policy
Cancellation Timeline
✅ Free Cancellation (0-4 hours)
Orders can be cancelled free of charge within 4 hours of placement, provided they have not entered the processing stage.
⚠️ Limited Cancellation (4-24 hours)
Cancellations between 4-24 hours may incur a 5% processing fee if the order has begun processing or custom preparation.
❌ Restricted Cancellation (After 24 hours)
Orders cannot be cancelled once they enter the shipping stage. Returns policy applies for orders already dispatched.
How to Cancel Orders
Online Cancellation
- Log into your account
- Go to "My Orders" section
- Select the order to cancel
- Click "Cancel Order"
- Confirm cancellation reason
Customer Service
- 📧 Email: a1enter2000@gmail.com
- 📞 Phone: +91-XXXXXXXXXX
- 💬 Live Chat: Available on website
- 🕒 Hours: 9 AM - 6 PM IST
Special Circumstances
- • Custom or personalized orders cannot be cancelled once production begins
- • Bulk orders above ₹1,00,000 require management approval for cancellation
- • International shipping orders have stricter cancellation windows
- • Emergency medical equipment orders are processed immediately and cannot be cancelled
2. Return & Exchange Policy
Return Eligibility
✅ Eligible for Return
- • Unopened products in original packaging
- • Defective or damaged items upon arrival
- • Wrong product shipped by error
- • Items within 30-day return window
- • Products with all original accessories and documentation
❌ Not Eligible for Return
- • Opened medical equipment for hygiene reasons
- • Custom or personalized products
- • Software licenses and digital downloads
- • Items damaged due to misuse or negligence
- • Products beyond 30-day return period
Return Process
- Initiate Return Request: Contact our customer service within 30 days of delivery
- Approval & RMA Number: Receive Return Merchandise Authorization (RMA) number
- Package Items: Securely pack items in original packaging with all accessories
- Ship Back: Send to our return address using the provided shipping label
- Inspection: We inspect returned items within 3-5 business days
- Refund Processing: Approved refunds processed within 7-10 business days
Exchange Policy
Size/Model Exchanges: Available for similar-priced items within 30 days.
Defective Item Exchange: Immediate replacement for manufacturing defects.
Price Difference: Customer pays difference for higher-priced items; credit issued for lower-priced items.
3. Refund Policy
Refund Types & Timeline
| Refund Type | Processing Time | Refund Method |
|---|---|---|
| Order Cancellation | 2-3 business days | Original payment method |
| Defective Product | 5-7 business days | Original payment method |
| Return Approval | 7-10 business days | Original payment method |
| Bank Transfer Refunds | 3-5 business days | Bank account |
Refund Deductions
Shipping Costs
Original shipping charges are non-refundable unless the return is due to our error.
Restocking Fee
10% restocking fee may apply to non-defective returns of high-value equipment (above ₹50,000).
Packaging & Handling
₹200 fee for returns without original packaging or missing accessories.
4. Warranty & Defective Products
Warranty Coverage
Basic Equipment
6 Months
Manufacturing defects
Advanced Equipment
1 Year
Parts & labor covered
Premium Systems
2 Years
Comprehensive coverage
Defective Product Procedure
Immediate Action Required
If you receive a defective product, please contact us immediately and do not attempt to use the equipment.
Step 1: Stop using the product immediately
Step 2: Take photos of the defect
Step 3: Contact customer service within 48 hours
Step 4: Receive replacement or full refund
5. Special Product Categories
Surgical Instruments
Due to sterility requirements, surgical instruments cannot be returned once opened. Exchanges available only for manufacturing defects within 7 days of delivery.
Diagnostic Equipment
30-day return policy applies with mandatory calibration check upon return. Restocking fee waived if returned due to accuracy issues.
Consumables & Supplies
Single-use items and consumables can only be returned if packaging is unopened and within 14 days of delivery. Prescription items require valid documentation.
6. International Orders
⚠️ Important Notice
International returns are subject to additional considerations due to customs regulations and shipping costs.
• Customer responsible for return shipping costs
• Customs duties and taxes are non-refundable
• Return window reduced to 14 days from delivery
• Products must comply with origin country import regulations
7. Contact Information
Customer Service
Email Support
a1enter2000@gmail.com
Phone Support
+91-XXXXXXXXXX
Business Hours
Monday - Saturday: 9:00 AM - 6:00 PM IST
Return Address
A1 Ophthalmic Returns Department
[Complete Address]
New Delhi, Delhi, India
PIN: XXXXXX
* Please include RMA number on package
8. Important Terms & Conditions
Quality Assurance
All returned medical equipment undergoes rigorous quality and safety testing before being eligible for resale or refurbishment.
Equipment that cannot meet our quality standards will be responsibly disposed of in accordance with medical waste regulations.
Force Majeure
Refund timelines may be extended during unforeseen circumstances such as natural disasters, government restrictions, or supply chain disruptions beyond our control.
Customer Rights
This policy complies with Indian consumer protection laws. Customers retain all rights under applicable consumer protection legislation, and this policy does not limit statutory rights.
Need Help?
Our customer service team is here to assist you with any questions about cancellations, returns, or refunds.