Returns, Refunds, and Exchanges

This policy applies to orders placed directly on premom.in, operated by Easy Healthcare Holdco India Private Limited, Bengaluru (“we,” “us,” “our”)..

• Our Policy: All products purchased through premom.in are non-returnable and non-refundable once opened or used, for health, hygiene, and safety reasons.
• Exceptions:
  (a) If we sent you the wrong product (i.e., the shipped product is different from the product you ordered through premom.in), your order is returnable and refundable.
  – In such a case, we’ll collect the incorrect item and either send you the correct one or refund you in full, whichever you prefer.
  
  (b) If the product you received is defective, materially damaged on delivery, or delivered expired or with less than 15 days left to its printed expiry date.
  – See “Exceptions for Returns & Refunds: Defective, Damaged on Delivery, or Expired Products” below for how a claim is assessed.
  
  
• Products Purchased From Other Platforms: Orders placed on premom.com (different from premom.in) or through an e-commerce platform or retail partner are covered by the policy published on that site, platform, or retailer respectively.

Why We Can’t Accept Returns

Ovulation and pregnancy tests are sealed self-test kits, and how they’re stored affects how they perform. Once a pack has left our warehouse, we have no way to verify the conditions it has been kept in (temperature, humidity, or handling). We, therefore, for health, hygiene, and safety reasons, can’t take a kit back into our inventory or send it on to another customer, whether or not the pack has been opened.  This doesn’t apply where the product itself is defective, damaged, or expired – see the exceptions below.

This is a standard applied across sealed medical test kits, and it exists so that every kit we ship is one we can vouch for. If you’re unsure which product suits your situation, you can talk to our customer support team before placing an order.

Exceptions for Returns & Refunds: Damaged on Delivery, Expired, or Wrong Products Shipped

If the product you received is materially damaged on delivery, expired or will expire within 15 days from delivery date, or isn’t what you ordered, it is returnable and refundable. 

This includes:

• a different product from what you ordered
• a different variant, pack size, or quantity from the one you ordered

You must inform us within 48 hours of delivery and we’ll arrange a collection of the incorrect item at no cost to you. 

You can then choose either:

• Replacement: We’ll send the correct product, or
• Refund: Including any shipping charge you paid on the original order

You won’t be charged for the return, and you don’t have to pay for the replacement. If the product you ordered is out of stock, we’ll process a full refund instead.

Please DO NOT open or use the wrong product. We can only accept it back sealed and in its original packaging.

Exceptions for Returns & Refunds: Defective Products

If you receive a product that is defective or does not conform to its description or specifications, you may contact us to request a return, replacement, or refund, as applicable.

For self-test products, an unexpected result, or a result that differs from a later clinical or other test result, does not by itself establish that the particular product was defective. We do not represent or warrant that the test will produce a 100% accurate result in every circumstance. We will, however, review reported product issues on a case-by-case basis.

In assessing a reported issue, we may consider reasonable evidence, including photographs or videos, the batch or lot number, expiry date, storage conditions, and whether the product was used in accordance with its instructions. A claim may be denied where the available information reasonably indicates that the reported issue resulted from improper storage, handling, or use rather than a defect in the product.

We monitor complaints by batch or lot and may take additional action, including contacting customers, if we identify a quality issue affecting a particular batch.

Please contact us as soon as reasonably possible after discovering an issue. We may request reasonable information or evidence necessary to assess your claim.

Nothing in this policy limits or excludes any rights or remedies available to you under applicable Indian consumer protection law. If you disagree with our decision, you may request a further review or escalate the matter to our Grievance Officer.

How to Report a Wrong, Defective, Damaged on Delivery, or Expired Product

1. Contact us within 48 hours of delivery for a wrong, damaged on delivery, or expired product, or within 15 days of the delivery for a defective product.

Email us at: india.support@premom.com ‘or’
Call us at +91-90351-54400, [Monday to Friday], 9 am–5 pm IST

2. Send us the details. Your order number, along with photos of the item you received, its batch and expiry label, and the outer packaging. A short unboxing video makes claims much quicker to resolve, so it’s worth recording one when your parcel arrives.

3. Keep the product ready for a return. Keep the item sealed and all packaging intact until your claim is closed. We may arrange a pickup, or ask you to send the item to our Bengaluru office.  This applies to a wrong-product claim.  For a defective, damaged, or expired product, you don’t need to return the item unless we ask for it for a quality investigation.

4. Get your confirmation. We’ll confirm the outcome by email within 3 business days of receiving your report.