FAQs

1. What is “My Account”? How can I update my information?
It is easy to update your Medura Healthcare account and view your orders any time through 'My Account'. My Account' allows you complete control over your transactions on Medurat. Manage/edit your personal data like address, phone numbers, email ids, change your password and track the status of your orders.

2. How do I check the current status of my order?
You can review the status of your orders and other related information in the 'My Account' section. In the My Account page, click on the 'My Orders' link to view the status of all your orders. To view the status of a specific order, click on the 'Order Number' link.

3. How do I make payment for my purchase?
There are zero hidden charges when you make a purchase. The prices listed for all the items are final and all-inclusive. The price you see on the product page is exactly what you pay. You may use Credit cards/Debit cards and Internet Banking to make payments.
 
4. Are there any hidden charges when I make a purchase?
There are zero hidden charges when you make a purchase on. The prices listed for all the items are final and all-inclusive. The price you see on the product page is exactly what you pay. You would be charged Rs 100 delivery charges if your order is less than Rs 3000. 

5. How do I pay using a credit/debit card?
Credit cards
We accept payments made using Visa, MasterCard and American Express credit cards. To pay using your credit card at checkout, you will need your card number, expiry date, three-digit CVV number (found on the backside of your card). After entering these details, you will be redirected to the bank's page for entering the online 3D Secure password.
Debit cards
We accept payments made using Visa, MasterCard and Maestro debit cards. To pay using your debit card at checkout, you will need your card number, expiry date (optional for Maestro cards), three-digit CVV number (optional for Maestro cards). You will then be redirected to your bank's secure page for entering your online password (issued by your bank) to complete the payment.
 
6. I tried placing my order using my debit/credit card/Net banking but the order was not successful. What happens to the money deducted from the card?
Please check your bank/credit card account to first ensure if your account has been debited. If your account has been debited after a payment failure, it is normally rolled back by banks within 7 business days. The time taken can vary from bank to bank and we unfortunately won't be able to expedite this. Please check with your bank for more details.

If your bank informs you otherwise please get back to us. If the money has been credited to our account we would initiate refund within 3 days of your request. Receipt of the refund would however depend on the mode of payment mode chosen by you. The expected timelines are as below:
Net Banking 2-4 business days
Debit Card 5-7 business days
Credit Card 7-21 business days
 
7. What should I do if my payment fails?
In case of a payment failure, please retry ensuring: Information passed on to payment gateway is accurate i.e. account details, billing address, password (for net banking) Your Internet connection is not disrupted in the process.
If your account has been debited after a payment failure, it is normally rolled back to your bank account within 7 business days. You can email us on care@medurahealthcare.com or please give us a call with your order number for any clarification.
 
 
 
8. How do you ship your order?
We ship certain heavy items by ground couriers while other light items are shipped by air. We deliver most of our orders through courier partners such as Bluedart and FedEx. For a few remote locations where there is no other courier service available, we use India Post to deliver your orders.

9. Do you ship to international locations?
We currently ship only within India and do not ship to any international location.
 
10. How much time does it take for an order to be delivered?
We deliver your order within 2-3 working days post-dispatch in A-1 and A-2 Metros (New Delhi, Mumbai, Kolkata, Bengaluru, Chennai, Pune, Ahmedabad and Hyderabad). For the rest of the cities, we deliver between 2-5 business days. Delivery by ground takes a little longer than air couriers. Ground-shipped orders are delivered to you between 5-7 business days post-dispatch. Deliveries to very remote locations such as North East may take up to 7 business days or longer, depending on the location's geographical constraints.

11. How can I track my order?
As soon as we ship your order, you receive an e-mail notification with a link to track your order. You can also access this information from your 'My Account' section at the top right corner on our website www.medurahealthcare.com. Online tracking usually goes live within 24-48 business hours post shipping.

12. How long do you take to dispatch an order?
The duration of dispatching an order depends on the type of order you have placed. In-stock items that we stock in our 2 warehouses in Mumbai. These items are dispatched within two days of order placement.
 
13. What are the shipping charges?
The shipping charges may apply on a product. The charges will vary depending on the quantity of a product. The charges will be mentioned on the product page along with other product details.
For example: 1 quantity of a product may carry 50 rupees as shipping charges and purchasing an additional quantity of the same product may carry additional shipping charges of 50 rupees (i.e. total shipping charges= 100 rupees). Certain products may come with free shipping i.e. zero shipping charges. However, if the order amount is less than Rs 3000, a minimal shipping charge of Rs 100 is applicable. 
 
14. What is the general return policy?
14 Day Return Policy
We offer you complete peace of mind while ordering with us- you can return all items within 14 days of receipt of goods. Please ensure however that the product is unused and the tags, boxes and other packaging is intact.
If you are not satisfied with what you have bought, we'll gladly take it back within 14 days from the date of delivery. If you have paid by card then we will reverse the payment. In case of Cash on Delivery or Bank Deposits as modes of payment, we will issue a cheque in the registered name of the customer.
 
15. What should I do if I receive a Damaged item, wrong product or missing units in my order?
If an item is found damaged or incorrect as per description on our website or units are missing as per ordered quantity, please send a snapshot of the outer packaging and products received to our customer care at care@medurahealthcare.com or call us on +918879705857 within 14 days of receipt of the product. We will arrange a reverse pickup for the product and then issue either a full refund, or a different item in exchange, as per your request. Please note that replacements are subject to availability of the particular product.

16. I need to return an item, how do I arrange for a pick-up?
You can Contact Us to initiate a return. You will receive a call explaining the process, once you have initiated a return. Wherever possible we will facilitate the pick-up of the item. In case, the pick-up cannot be arranged by us, you can return the item through SpeedPost courier service and share tracking details and we will return the courier costs.