*****Return policy of medicine*****

How to return Medicines

1. Sign in to your dmfr account, select orders
2. Select the orders (medicine) you wish to return and click on the Manage Order button
3. Fill in the return form and the available return options (pickup/drop-off) will be displayed in this form.
4. Pack your return package securely, with the product in the original and undamaged manufacturer’s packaging as delivered to you. Write your order number & return tracking number clearly on the outer side of the package

Acceptance Conditions for Medicine Returns

1. The product must be unused and without any flaws. If a product is returned to us in an inadequate condition, we reserve the right to send it back to you.
2. The product must include the original tags, user manual, warranty cards, freebies and accessories whatever sends.
3. The product must be returned in the original and undamaged manufacturer packaging / box. Do not put tape or stickers on the manufacturers’ box.
4. If your returned item does not meet the above requirements, we reserve the right to reject any request for a refund.

Rejection for return request of Medicine

1. If your product is damaged, defective, incorrect or incomplete at the time of delivery, please raise a return request on DMFR app or website. Return request must be raised within 4 hrs from the date of delivery; otherwise request will not be accepted.
2. If your returned item does not meet the acceptance condition for returned medicine, we reserve the right to reject any request for a refund

Valid reasons to return medicine item

1. Delivered medicine product is damaged (i.e. physically destroyed or broken) / defective (e.g. unable to switch on)
2. Delivered medicine product is incomplete (i.e. has missing items and/or accessories)
3. Delivered medicine product is incorrect (i.e. wrong product/size/colour, fake item, or expired)
4. Delivered medicine product is does not match product description or picture (i.e product not as selected/ordered)

Note: 

1. Delivery charge 100 Tk must have to be added for each order (This is applicable only for Dhaka metropolitan city).
2. If user has a valid reason, s/he can return medicine with complementary delivery charge.*
3. If user would like to cancel the placed order without valid reason (change of mind) then 5% price will be deducted from the total medicine price as transactional charge
4. After product dispatched but not delivered, in this case only delivery charge will be deducted*

*Transaction charge or card processing charge will be deducted only when online payment is done

************Appointment & Test/Package booking cancellation policy ************

How to cancel appointment booking

1. Sign in to your dmfr account, select orders

2. Select Book Appointment order you wish to cancel and click on the Manage Order button for cancellation

Conditions for Cancellation of appointment booking

1. Appointment booking can be canceled for unusual cases such as if patient expire or succumb to fatal injuries or hospitalize for being stroke & Cardiac arrest. For this case, family members/relatives of the user (patient) have to inform this incident within 6hrs from the time of the incident either calling 10649 or 9606213233 or mail to info@mdxdmfr.com. In this connection, creditable evidence (as applicable) must have to submit/ show/share to DMFR Molecular Lab & Diagnostics BD Ltd and after evidence verification & completing the refund process, 100 % of the total appointment booking charge will be refunded*.
2. If user would like to cancel appointment, then request has to be submitted a minimum of 6 hours before of appointment scheduling start time, otherwise the cancellation request will not be accepted and the booking charge will be forfeited. If the cancellation request is accepted, 90% refund will be made of total appointment booking charge.

Note:

*Refund claim acceptance and rejection solely depend on management discretion.

*Transaction charge or card processing charge will be deducted only when online payment done

How to cancel Test / Package Booking

1. Sign in to your dmfr account, select orders

2. Select Book Appointment order you wish to cancel and click on the Manage Order button for cancellation

Conditions for Cancellation of Test / Package Booking

1. If patient expires or is unable to provide specimen for succumbing fatal injuries or emergency hospitalization for being stroke & cardiac arrest and then family members/relative of user (patient) must have to inform this incident within 12 hrs from the time of incident either calling 10649 or 9606213233 or mail to info@mdxdmfr.com for cancellation of booking. In this connection, creditable evidence (as applicable) must have to submit/ show to DMFR Molecular Lab & Diagnostics BD Ltd. After evidence verification & completing refund process, 100% of the total package price will be refunded*.

2. For usual case, package booking can be cancelled by submitting request before minimum 1 day of schedule date & time of specimen collection of test/packages. For usual case, 90% of total package/test prices will be refunded*

3. If patient can’t do test or package test for natural calamity such as cyclone, earthquake and flooding 100% of total test or package price can be refunded*.

4. If patient can’t do test for unrest situation such as political strike, mutiny or any other emergency situation when life is at risk for physical movement, in this case max 100% of total price can be refunded*.

* TSC & SC will be deducted

*But refund claim acceptance and rejection solely depends on management discretion.

********************Refunds policy**********************

Issuance of Refunds

1. The processing time of your refund depends on the type of refund and the payment method you used.
2. The refund period / process start when DMFR has processed your refund according to your refund type.
3. In case of “medicine” cost refund, the refund amount covers the medicine price only – product shipping cost will be excluded.

Refund Types

DMFR will process your refund according to the following refund types

1. Refund from returns – Refund is processed once your item (medicine) is returned to the warehouse/Pharmacy and QC is completed (successful). To learn how to return an item, read our Return Policy.
2. Refunds from cancelled orders – Refund are automatically triggered once cancelation is successfully processed.
3. Refunds from failed deliveries – Refund process starts when the item has reached the seller. Please take note that this may take more time depending on the area of your shipping address.

Payment Method

Refund Option

Refund Time

Debit or Credit Card(local & International Cards)

Debit or Credit Card Payment Reversal

10 working days

Mobile Banking

Mobile Wallet Reversal

7 working days

Internet Banking

Card Payment Reversal

7 working days

E-Wallet

E-Wallet Reversal

7 working days

Note: Maximum refund timeline excludes weekends and public holidays

Modes of Refund

Description

Bank Deposit

The bank account details provided must be correct. The account must be active and should hold some balance

Debit Card or Credit Card

If the refunded amount is not reflecting in your card statement after the refund is completed and you have received a notification by DMFR Molecular Lab & Diagnostics BD Ltd., please contact your personal bank.

Mobile Wallet

(bKash/Rocket/Nagad/Upay/SureCash etc.)

Similar to bank deposit, the amount will be refunded to the same mobile account details which you inserted at the time of payment.

Internet Banking

If the refunded amount is not reflecting in your card statement after the refund is completed and you have received a notification by DMFR Molecular Lab & Diagnostics BD Ltd., please contact your personal bank

E-Wallet(Dmoney/iPAY/OkWallet etc.)

Similar to bank deposit, the amount will be refunded to the same e-wallet account details which you inserted at the time of E-Wallet profile creation.

Delete your information

Our Services and related documentation give you the ability to delete certain information about you from within the Service. For example, you can remove content that contains information about you using the key word search and editing tools associated with that content, and you can remove certain profile information within your profile settings. Please note, however, that we may need to retain certain information for record keeping purposes, to complete transactions or to comply with our legal obligations

*** Authority has the complete right to take any sort of decision based on situation.