Cancellation & Refund Policy
At Osteokart, operated by Avana Surgical Systems Private Limited, we want you to shop with confidence. This Cancellation & Refund Policy explains how order cancellations, returns and refunds are handled for orthopedic braces, supports and recovery products purchased on our website. As many of our products are personal-use medical devices, certain hygiene-related conditions apply.
1. Order Cancellation Before Dispatch
You may request cancellation of an order at any time before it has been dispatched. We request that cancellation requests be made as early as possible so that we can stop the order before it is processed and handed over to our courier partners.
To cancel an order, please contact our support team with your order number. If the order has not yet been dispatched, it will be cancelled and any amount already paid will be refunded to the original payment method.
2. Cancellation After Dispatch
Once an order has been shipped, it may not be possible to cancel it. If a shipment is already in transit, the cancellation request may not be accepted. In such cases, you may choose to follow the return process described below, subject to the eligibility conditions.
3. Return Eligibility
Returns are considered only where the following conditions are met:
The return request is raised within the eligible period communicated for your product or order.
The product is unused and in its original condition.
The product is returned with its original packaging, tags, labels, manuals and any accessories.
4. Unused Products and Original Packaging
To be eligible for a return, products must be unused, undamaged and returned in their original packaging. Items that show signs of use, wear, washing or damage caused after delivery may not qualify for a refund.
5. Hygiene Restrictions for Braces and Orthopedic Products
Orthopedic braces, supports and similar personal-use products come into direct contact with the body. For health and hygiene reasons, used orthopedic braces and supports cannot be returned or exchanged unless they are found to be damaged or defective. Please review the product size and specifications carefully before use.
6. Damaged, Defective or Incorrect Products
If you receive a product that is damaged, defective or different from what you ordered, please contact us promptly. Where possible, share your order number and clear photographs of the product and packaging so that we can review the issue. Verified damaged, defective or incorrect items are eligible for replacement or refund.
7. Refund Request Process
To request a refund, please contact our support team with your order number and the reason for the request. Our team will guide you through the next steps, including how and where to return the product if a return is required. We request that you contact us before sending any product back.
8. Inspection Process
Returned products are inspected once they reach us. During inspection we verify that the product is unused (where applicable), in its original packaging and consistent with the reason stated for the return. Refunds are processed only after this inspection is completed and the return is approved.
9. Refund Timelines
Once a refund is approved after inspection, it is initiated from our side within a reasonable period. The time taken for the amount to reflect in your account depends on your bank or payment provider and may vary. We will keep you informed once the refund has been initiated.
10. Refund Mode
Approved refunds are credited back to the original payment method used at the time of purchase. Refunds are not provided through alternate payment methods or to accounts other than the one used for the original transaction.
11. Contact Information
For any cancellation, return or refund request, please reach out to us:
Email: support@osteokart.com
Phone: +91 91500 64620
