Returns, Refunds & Exchanges Policy

1. Scope & Applicability

This policy governs the return, refund and exchange of healthcare products and services procured through PACE Hospitals (A Unit of OMRV Hospitals Private Limited), whether via our website (pacehospitals.in), hospital pharmacy, or any affiliated service channel.

This policy applies to the following categories:

• Pharmacy products — prescription medicines, over-the-counter (OTC) medicines, supplements and nutraceuticals
• Medical devices and instruments — durable equipment, monitoring devices, orthopaedic aids, etc.
• Diagnostic and laboratory services — pathology tests, radiology, health packages
• Outpatient consultation fees
• Health and wellness packages booked online

Note: This policy does not apply to inpatient hospitalisation charges, surgical procedures, or emergency care services, which are governed by separate billing and refund guidelines.

2. Pharmacy Product Returns

Due to the sensitive and regulated nature of pharmaceutical products, returns are accepted only under strictly defined conditions in compliance with applicable drug regulations in India.

2.1 Eligibility for Return

A pharmacy product may be returned within 30 days of the date of purchase, provided all of the following conditions are met:

• The product is in its original, unopened manufacturer's packaging with labels, barcodes and seals intact.
• The product is fully unused — no strips broken, no bottles opened.
• The batch number on the product matches the batch number recorded on the original sales invoice.
• The original sales invoice is presented at the time of return.
• The product has not reached or exceeded its expiry date.

2.2 Non-Returnable Pharmacy Products

• The following categories of products are strictly non-returnable under any circumstances:
• Partially used strips, opened bottles or broken packaging.
• Temperature-sensitive or cold-chain products including vaccines, insulin penfills, biological injectables, and any product requiring refrigerated storage.
• Controlled substances, Schedule H and Schedule X drugs.
• Products that have expired after the date of purchase.
• Products purchased under a special order, special procurement or patient-named basis.
• Second or repeat return requests for the same product or order.

Note: In the interest of patient safety and regulatory compliance, we are unable to make exceptions to the above exclusions.

2.3 How to Initiate a Pharmacy Return

To initiate a pharmacy return, please contact us within 30 days of purchase:

• Visit the hospital pharmacy counter in person with the product and original invoice, or
• Email us at info@pacehospital.com with your order details and proof of purchase.

Our pharmacy team will inspect the returned product and confirm eligibility. Approved returns will be processed within 3–5 working days.

3. Medical Devices & Instruments

3.1 Returns & Exchanges

Medical devices and instruments may be returned or exchanged within 30 days of purchase if they are found to be defective, damaged on delivery, or do not function as described, subject to the following:

• The device must be returned with all original accessories, manuals, packaging and proof of purchase.
• The defect or damage must be reported within 48 hours of receipt for delivery-based purchases.
• Devices that have been used, modified or tampered with are not eligible for return or exchange.
• Consumable accessories and single-use attachments are non-returnable once opened.

3.2 Manufacturer Warranty

Where a device is covered by a manufacturer's warranty, any warranty claims must be directed to the respective manufacturer or their authorised service centre. PACE Hospitals acts solely as a point of sale and assumes no responsibility for the performance, repair or replacement obligations under any manufacturer's warranty. Such claims fall outside the ambit of this return policy.

4. Diagnostic & Laboratory Services

4.1 Cancellation & Refund of Lab/Diagnostic Bookings

If you have booked a diagnostic test, health package or laboratory service through PACE Hospitals, the following cancellation and refund terms apply:

• Cancellations requested at least two (2) hours before the scheduled sample collection time are eligible for a full refund.
• Cancellations made less than two (2) hours before the scheduled sample collection time will not be eligible for a refund.
• Once a sample has been collected and sent for processing, no refund can be issued.
• In the event of a test failure or inability to process the sample due to a laboratory error, a full re-test or refund will be offered at no additional cost to the patient.

4.2 Third-Party Diagnostic Service Providers

Where diagnostic or laboratory services are facilitated through third-party service providers and payment is made directly to the provider, PACE Hospitals acts solely as a facilitator. Any claims, complaints or refund requests relating to such services must be raised directly with the respective service provider. PACE Hospitals and its representatives bear no financial liability in such cases.

5. Consultation Fees

• Consultation fees paid for outpatient appointments (OPD) are generally non-refundable once the consultation has commenced.
• If an appointment is cancelled by the patient at least 24 hours in advance, a full refund or credit towards a future appointment will be issued.
• If an appointment is cancelled by the patient less than 24 hours in advance, a cancellation fee may be applicable and the remaining balance will be refunded.
• If an appointment is cancelled or rescheduled by PACE Hospitals, a full refund will be issued or an alternative appointment offered at the patient's convenience.
• Teleconsultation fees are refundable only if the session could not be conducted due to a technical fault on our end.

6. Health & Wellness Packages

• Health and wellness packages purchased online are subject to the following refund terms:
• A full refund will be issued if the package is cancelled within 48 hours of purchase, provided no services under the package have been availed.
• Partial refunds may be considered for unused components of a package, on a pro-rata basis, subject to review by our billing team.
• No refund will be issued for packages that have been fully or substantially utilised.
• Packages are non-transferable to another individual unless expressly authorised by PACE Hospitals.

7. Refund Processing

7.1 General Refund Process

Once a return or cancellation is received and verified, we will notify you by email regarding the approval or rejection of your refund. Approved refunds will be credited to your original payment method within the timeframes indicated below.

For online payments made through www.pacehospital.com, refund requests must be raised within three (3) days of the original transaction date.

7.2 Refund Timelines

Refunds are issued via the original payment method used at the time of purchase, except where payment was made by cash, in which case a bank transfer (NEFT) will be arranged. Estimated timelines are as follows:

• Credit Cards / Debit Cards — 5 to 7 business days
• Net Banking — 5 to 7 business days
• NEFT / Bank Transfer — 5 to 7 business days
• E-Wallets and UPI — 5 to 7 business days
• Cash payments — NEFT bank transfer within 7 to 10 business days (bank details required)

* Refund timelines are subject to bank processing times and Reserve Bank of India (RBI) guidelines, and may vary accordingly.

7.3 Late or Missing Refunds

If you have not received your refund within the expected timeframe, we recommend the following steps:

• Check your bank account or payment app for the credited amount.
• Contact your credit card company or bank, as processing delays may occur at their end.

If you have completed the above steps and your refund remains outstanding, please contact us at info@pacehospital.com with proof of purchase. To enable us to process the refund, please provide the following bank details:

• Bank Account Number
• IFSC Code
• Account Holder's Name
• Bank Name and Branch

8. Exchanges

Exchanges are offered only where a product is found to be defective, damaged in transit, or incorrectly dispensed. We do not offer exchanges for reasons of personal preference or change of mind.

To request an exchange, please contact us within 48 hours of receiving the product:

Email: info@pacehospital.com

Address: PACE Hospitals, Plot No 23, Kedar Cyber Towers, HUDA Techno Enclave, HITEC City, Hyderabad, Telangana 500081

Phone: 040 48486868

Please include your original invoice, a description of the issue, and photographic evidence (where applicable). Our team will review your request and respond within 2 working days.

9. Limitation of Liability

PACE Hospitals' maximum liability for any wilful delay or error in processing a return or refund shall be limited to the actual sale consideration received by PACE Hospitals for the relevant transaction, or the amount refundable to the patient/customer, whichever is lesser.

PACE Hospitals shall not be liable for any consequential, indirect or incidental loss arising from a delayed or declined refund, including but not limited to loss of treatment opportunity or inconvenience caused.

10. Contact Us

For all returns, refunds, exchange queries or complaints relating to this policy, please reach out to our Patient Services team:

Email: info@pacehospital.com

Phone: 040 48486868

Address: PACE Hospitals, Plot No 23, Kedar Cyber Towers, HUDA Techno Enclave, HITEC City, Hyderabad, Telangana 500081

Website: www.pacehospital.com

PACE Hospitals reserves the right to amend this policy at any time. The most current version will always be available on our website. Continued use of our services constitutes acceptance of the prevailing policy.