Last updated: 28 September 2026
This Cancellation and Refund Policy outlines the terms and conditions for cancelling orders and requesting refunds for products purchased from Smart Medicure (https://www.smartmedicure.com/). By placing an order with us, you agree to this policy.
1. Order Cancellation
- Before Shipment: You may cancel an order free of charge if the product has not yet been dispatched from our Surat, Gujarat facility. To cancel an order, please contact our customer service team immediately via phone at +91 90995 42500 or email at info@smartmedicure.com.
- After Shipment: If the product has already been dispatched, the order cannot be cancelled. You may, however, be eligible for a return under our Return Policy (see Section 2.2 for details).
- Custom Orders: Orders for customised products (e.g., specific upholstery colours not in standard stock, modified designs) may not be eligible for cancellation once production has commenced. Any cancellation will be at our sole discretion and may incur a cancellation fee.
2. Refund Policy
Refunds are processed based on the following conditions:
- 2.1 Eligible Refunds:
- Cancelled Orders (Before Shipment): Full refund will be processed.
- Manufacturing Defects (within 7 days of delivery): If a product is found to have a manufacturing defect upon inspection and reported within 7 days of delivery, you may be eligible for a full refund or a replacement, as per your preference and product availability.
- Non-Delivery (Beyond Estimated Timeframe): In rare cases of prolonged non-delivery significantly beyond our estimated delivery time, and after our investigation confirms the loss of product in transit, a full refund or re-shipment will be offered.
- 2.2 Conditions for Return & Refund (Post-Delivery):
- Damaged on Arrival: If a product is visibly damaged upon delivery, you must report it to the carrier and Smart Medicure within 24 hours of receipt. Provide photographic or video evidence. We will arrange for inspection and, if confirmed, offer a replacement or refund.
- Manufacturing Defects (after 7 days, within warranty): For manufacturing defects reported after 7 days but within the 1-year warranty period, the primary resolution will be repair or replacement as per our warranty terms. Refunds are typically not issued in these cases unless repair/replacement is not feasible.
- Unused & Undamaged Condition: Products accepted for return (e.g., due to early manufacturing defect) must be returned in their original packaging, unused, and in the same condition that you received them.
- Return Shipping Costs: If a return is due to a manufacturing defect or damage on arrival, Smart Medicure will cover the return shipping costs. For any other return mutually agreed upon (rare cases), you may be responsible for return shipping costs.
- 2.3 Non-Refundable Situations:
- Damage caused by misuse, accident, unauthorised modifications, improper installation, or natural disasters.
- Normal wear and tear.
- Products returned without original packaging or in a damaged condition due to improper handling by the customer.
- Requests made outside the stipulated timeframes (e.g., 7 days for initial defect reports).
- Orders for customised products once production has begun.
3. Refund Process and Timelines
- Inspection: All returned products are subject to inspection by our technical team upon receipt at our facility in Surat, Gujarat.
- Refund Approval: Once the inspection is complete and the refund is approved, we will initiate the refund process.
- Refund Method: Refunds will be processed to the original method of payment used for the purchase.
- Refund Timeline: Please allow 7-10 business days for the refund to reflect in your account after approval. The actual timing may vary depending on your bank’s processing times.
4. Contact Us for Cancellations & Refunds
For all cancellation and refund requests, please contact our customer service team:
Address: Office 430, Silver Stone Arcade, Singanpore Causeway Road, Katargam, Surat, Gujarat 395004, India
Email: info@smartmedicure.com
Phone: +91 90995 42500