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Delivery, Return, Refund & Warranty Policy

CureBay – Delivery, Return, Refund & Warranty Policy

This Policy is Applicable to purchase of Smart Weighing Scales, BP Monitors, Glucometers, CGMs, and Wearable Trackers ("Product/s") by the customer via CureBay.

1. TERMS OF DELIVERY

1.1 Standard Delivery Time

We generally deliver orders within 24-48 hours, but could take up to 7 days depending on your geographical location and the availability of the Product ordered. You are advised to check the estimated delivery date displayed at the time of placing your order.

1.2 Pricing Information

We undertake all reasonable efforts to provide accurate Product and pricing information, yet we do not guarantee the pricing until an order has been placed. You are advised to check the final price displayed while placing an order.

1.3 Cancellation by CureBay

There may be certain circumstances where we are unable to accept an order and must cancel the same. We reserve the right, at our sole discretion, to refuse or cancel any order for any reason. Such circumstances that may result in your order being cancelled may include but are not limited to inadequate quantities available for purchase, inaccuracies or errors in medicine or pricing information, problems identified by our payment gateway. We will contact you if all or any portion of your order is cancelled or if additional information is required to accept your order. If your order is cancelled after your order has been placed successfully and money has been debited from your account, the said amount will be reversed back in your original source of payment.

1.4 Cancellations by the Customer

In case we receive a notification for cancellation and the order has not been shipped by us, we shall cancel the order and refund the entire amount. The details of the return/cancellation and refund are provided under the Return and Refund Policy provided below.

1.5 Information By Customer

We may also require additional verifications or information before accepting any order. You understand and agree that CureBay may contact you to gather further information about your order before confirming your order.

2. Return Policy

We strive to deliver correct items in the right/undamaged condition every time the customer places an order. We strongly recommend that you check the condition of the delivered products at the time of delivery and get back to us if there are any discrepancy.

We provide high-precision health monitoring devices. Due to the clinical and hygiene-sensitive nature of these products, our return policy is strictly governed by the following terms:

  • If your order is eligible for a return, you can raise a return request within 10 days from the time of delivery subject to review and verification by CureBay team.
  • Returns are accepted within 10 days of delivery only under the following conditions:
    • Physical Damage: The product arrived damaged.
    • Incorrect Item: The product delivered does not match the order (wrong model/color).
    • Dead on Arrival (DOA): The Product fails to power on or has a functional manufacturing defect upon first use.

Note: DOA/Functional defects must be reported within 48 hours of delivery to qualify for priority replacement.

3. Mandatory Anti-Fraud Requirements

To protect against fraudulent claims, all returns are subject to the following:

  • Unboxing Video (Mandatory): Customers must provide a continuous, unedited unboxing video. The video must show the shipping label, the intact outer seal, and the physical condition of the Product as it is removed from the box. Claims without a valid unboxing video will be rejected.
  • Serial Number Verification: The serial number (SN) or IMEI on the returned Product must match the serial number recorded in the CureBay outbound shipment database. Returns of old, used, or substituted units will result in a permanent ban from the platform.
  • Seal-Broken Policy: For hygiene-category Product (CGMs, Glucometers, BP Monitors), returns are not accepted if the manufacturer's protective seal is broken, unless the Product is proven to be functionally defective (DOA).

4. Non-Returnable & Restricted Items

The following items are strictly non-returnable:

  • Used Hygiene Products: Any Product that has been used for health measurement (e.g., a BP cuff applied to the arm, a scale stepped on) cannot be returned due to sanitary regulations.
  • Consumables: Opened or used Glucometer strips, lancets, or CGM sensors/applicators.
  • Incomplete Returns: Products returned without original packaging, manuals, charging cables, or batteries.
  • Customer-Induced Damage: Products showing signs of misuse, water damage, or unauthorized repair attempts.

Note: No return of damaged products is possible once part or whole of the product has been used. Products that have been used for health measurement shall not be eligible for return due to hygiene and safety considerations.

5. Refund Policy

Refunds are only issued if a replacement for a defective/incorrect item is unavailable.

  • Inspection: Refunds are processed only after the Product reaches our warehouse and passes a technical inspection.
  • Timeline: 7–10 working days after the return is approved.
  • Mode of Refund: Credited to the original payment method.
  • Deductions: CureBay reserves the right to deduct the cost of any missing products, accessories, or damaged products which are identified subsequent to the quality check process from the applicable refund amount.

6. Warranty & Liability Disclaimer

CureBay acts as a facilitator between the customer and the manufacturer of the Product.

  • Manufacturer Warranty: All Products (Omron, RGB, Meditive, etc.) are covered by their respective manufacturer's warranty. Warranty periods and terms are set by the brand.
  • CureBay's Role: CureBay shall provide reasonable assistance in coordinating with the authorized service centers of the respective Product manufacturers for warranty-related matters. However, the final decision on all warranty claims shall rest solely with the Product manufacturer. CureBay shall bear no liability in respect of warranty claims, and the Customer shall not be entitled to raise any warranty claim against CureBay.
  • Clinical Accuracy Disclaimer: The Products are for monitoring purposes only. CureBay is not liable for medical decisions made based on device readings or for variations in accuracy inherent to home-use medical electronics.

7. How to Raise a Claim

Step 1: Contact Support — Within the eligible window, contact us via:

Step 2: Submit Evidence — You must provide your Order ID, the Mandatory Unboxing Video, and clear photos of the Serial Number/Defect.

Step 3: Verification (48 Business Hours) — Our team will review the data. For functional defects, we may perform a remote video-call troubleshooting session.

Step 4: Resolution — Once approved, we will arrange a reverse pickup. If the product passes the physical inspection at our facility, a replacement or refund will be initiated within 3–5 business days.

8. Abuse of Policy

CureBay reserves the right to reject return requests or blacklist accounts that exhibit a pattern of high-frequency returns, "wardrobing," or submission of fraudulent evidence. All disputes are subject to the jurisdiction of the courts in Bhubaneswar, Odisha.