Frequently asked questions
Orders & Payments
What payment methods do you accept?
We accept all major payment methods: UPI (Google Pay, PhonePe, Paytm), credit/debit cards, net banking, and wallets. Cash on Delivery (COD) is available for selected pin codes.
Is COD available for all products?
COD is available only for prepacked, non-customized products. Customized/embroidered items require full prepayment. You can check COD availability at checkout by entering your pin code.
Will I get a bill/invoice?
Yes, a tax invoice is automatically sent to your registered email and mobile no. It includes GST details and product breakup.
I made a payment but it failed. What should I do?
If payment fails but amount is deducted, it will be refunded automatically within 5–7 business days. For any issues, WhatsApp us with your Order ID and payment screenshot – we will resolve within 24 hrs.
Sizing & Fabric
How do I choose the right size?
Check our Size Chart on each product page. It includes chest, waist, hip, and length measurements. If you’re between sizes, we recommend sizing up for comfort. For further help, DM us on WhatsApp.
Can I get custom embroidery (name, speciality, logo)?
Yes! We offer custom embroidery for bulk and individual orders. Select “Custom Embroidery” on the product page and provide the text/font/placement during checkout. Extra charges apply.
What fabric do you use?
Our scrubs are made from premium high quality poly-cotton blend (65% polyester, 35% cotton) – breathable, blood resistant, anti microbial, and durable. Lab coats are 100% cotton or poly-cotton as per option selected.
Shipping & Delivery
How long does delivery take?
- Ready stock: 3–5 business days
- Made-to-order / customized: 7–10 business days
Delivery times vary by location. You will receive tracking details once
dispatched.
Do you ship out side India?
Currently, we ship only within India. International shipping will be launched soon.
How can I track my order?
After dispatch, you will receive a WhatsApp message with your AWB (tracking) number and courier link. You can also track from your account dashboard on our website.
What if I’m not home at the time of delivery?
The courier partner will attempt delivery twice. You can also request to reschedule via the tracking link. After two failed attempts, the order will be returned to us. Re-dispatch will incur extra shipping charges. You can also request a return or raise a delivery issue through our mobile app.
My order shows delivered but I haven’t received it. What to do?
Please check with family/neighbors or security desk. If still not found, contact us within 24 hours of delivery status update. We will file a complaint with the courier partner immediately.
Returns & Exchanges
What is your return policy?
You can return or exchange a product within 7 days of delivery if:
- It is defective, damaged, or the wrong item is sent
- It is unused, unwashed, with all tags attached
Customized/embroidered products are not eligible for return unless defective.
How do I initiate a return?
Send us a WhatsApp message with your Order ID, clear photos/videos showing the issue, and reason for return. We will approve or guide you within 12 hours.
Who pays for return shipping?
- If the product is defective/wrong from our end: we pay for reverse pickup.
- For size exchange or change of mind: customer bears return shipping charges (₹80–150 depending on location).
How long does a refund take?
Once we receive and inspect the returned product, refunds are processed within 5–7 business days via the original payment method. For COD orders, refund is sent to your bank account (share details).
Can I exchange a product for a different size?
Yes, size exchange is allowed for non customized products within 7 days of delivery. Stock permitting, we will send the new size after receiving the original product (or you can pay for a new order and get refund for the returned one – our team will guide you).
Cancellation & Modification
How do I cancel my order?
You can cancel your order within 1 hour of placing it (before it is sent to manufacturing). To cancel, WhatsApp us with your Order ID and the word “CANCEL”. Cancellation is confirmed only when you receive a confirmation message from us. You can also cancel through our mobile app.
I just cancelled my order. When will I receive my refund?
Once cancellation is confirmed, refund is processed within 3–5 business days. The amount will be credited back to your original payment method. For COD orders, we will ask for bank details to transfer the refund.
Can I modify the shipping address of my order after it has been placed?
Address modification is possible within 23 hrs (before shipment initiation). After that, the order is locked for dispatch. If already shipped, you will need to coordinate directly with the courier partner using your tracking ID.
Customer Support & Complaints
How can I contact Medikavach?
- WhatsApp:[Your Number]
- Instagram: @medikavach
- Email for complaints: info@medikavach.com
- Grievance Officer: [Name], [email], available Mon–Sat, 10 AM–6 PM
My order is delayed beyond the promised timeline. What should I do?
First, check tracking updates. If no update for 3 days beyond ETA, WhatsApp us with Order ID. We will coordinate with the manufacturer/courier and give you a revised delivery date within 24 hours.
I received a damaged product. How quickly will it be resolved?
Send photos/videos immediately. If confirmed as transit damage or manufacturing defect, we will initiate a replacement or refund within 2 working days.
Do you have a grievance redressal mechanism?
Yes. If your issue is not resolved within 2 days of reporting, you can escalate to our Grievance Officer at grievance@medikavach.com. You will receive acknowledgment within 48 hours and resolution within 30 days as per Consumer Protection Rules.
Collaborations (Healthcare Professionals &Influencers)
I am a healthcare professional. Can I collaborate with Medikavach?
Absolutely. We offer barter collaborations for verified healthcare professionals and health influencers with 1k+ genuine followers. You receive free products in exchange for honest, tagged content (at least 1 Instagram feed post + 2 stories).
How do I apply for collaboration?
DM us on Instagram with “Collaboration inquiry – [Your Profession] [Your Name]”, your specialty, follower count, and Instagram handle. Our team will respond within 48 hours.
What are the deliverables?
Typically, we expect at least one Instagram feed post (with @medikavach tag) and two stories. Product will be shipped free. Content must be posted within 7 days of receiving the product.
Do you pay for collaborations?
Our barter program offers product value in exchange for content. Paid sponsorships are considered separately for large creators – please DM with your media kit.
Bulk & Institutional Orders
Do you supply to hospitals, clinics, or nursing colleges?
Yes. We offer bulk orders for hospitals, clinics, medical colleges, and corporate healthcare chains. Special pricing, customized embroidery (logo/name), and uniform fitting services available.
How can I place a bulk order?
Email us at bulk@medikavach.com with:
- Product type & quantity
- Size distribution (XS–XXL counts)
- Customization requirements (logo, name, color)
- Delivery timeline
We will send a quotation within 24 hours.
What is your bulk order return policy?
For bulk orders, returns are accepted only for manufacturing defects or wrong items. No returns for change of mind or size mismatch (we provide a size chart and sample fitting option for bulk).
Miscellaneous
Do you offer gift wrapping?
Yes, you can select “Gift Wrap” at checkout for an additional ₹50. A thank you note can be added.
What if my question isn’t listed here?
Just WhatsApp us or DM on Instagram. We typically reply within 24 hrs (excluding Sundays and public holidays).