This Payment, Shipping, Cancellation & Refund Policy (“Policy”) governs the payment, shipment, delivery, cancellation, replacement, and refund terms applicable to orders placed through the website and platform operated by Odinova International Healthcare & Research Pvt. Ltd. (“Odinova International”, “Company”, “we”, “us”, or “our”).

By placing an order on the Platform, you acknowledge that you have read, understood, and agreed to be bound by this Policy, along with our Terms of Use, Privacy Policy, and any other applicable terms displayed on the Platform. If you do not agree to this Policy, you should not place an order or complete a transaction on the Platform.

Part A — Payment Policy

1. Accepted Payment Methods

The Platform may offer the following payment methods, subject to availability, transaction limits, serviceability, and applicable law:

• Credit Cards (Visa, MasterCard, RuPay)
• Debit Cards (Visa, MasterCard, RuPay)
• Net Banking (available major Indian banks)
• Unified Payments Interface (UPI)
• Mobile Wallets, where enabled on the Platform
• Cash on Delivery (“COD”), available only at select pin codes and subject to order value restrictions and operational feasibility

The availability of any particular payment method may vary by product, pin code, order value, device, bank, payment partner, or operational limitations. Odinova International reserves the right to add, remove, suspend, or modify any payment method at any time without prior notice.

2. Payment Authorization

By selecting a payment method and placing an order, you authorize Odinova International and its authorized payment partners to charge the applicable amount for the order, including applicable taxes, delivery charges, handling fees, or other charges disclosed at checkout.

You represent and warrant that:

• you are legally authorized to use the selected payment instrument;
• all payment information provided by you is true, accurate, current, and complete;
• you will not use stolen, unauthorized, expired, or invalid payment instruments.

Odinova International shall not be responsible for any payment failure, delay, reversal, or decline caused by your bank, card issuer, payment gateway, telecom provider, or other third-party payment service provider.

3. Payment Processing

All online payments are processed through authorized third-party payment aggregators and payment service providers. Odinova International does not directly process or store your complete card details on its own servers.

To the extent permitted under applicable law, payment authorization, routing, settlement, reversals, and failure handling shall be governed by the terms of the relevant payment gateway, bank, payment aggregator, issuing institution, and network provider.

If your payment is debited but the order is not successfully confirmed, the amount may be reversed in accordance with the timelines of the relevant bank or payment partner. Odinova International shall not be liable for delays attributable to such third parties.

4. Cash on Delivery (COD)

COD may be offered only:

• in select serviceable pin codes;
• up to specified order value limits;
• subject to product availability and operational feasibility;
• at the discretion of Odinova International and its delivery partners.

COD orders may require exact cash payment or other payment instructions as communicated at the time of delivery. Delivery personnel may refuse to release the order if the full amount due is not paid at the time of delivery.

If a customer refuses or fails to accept a COD order at the time of delivery without reasonable cause, Odinova International reserves the right to:

• cancel the order;
• restrict future COD availability;
• recover any related logistics, handling, or administrative costs, where permitted by law.

5. Card Tokenization

Where permitted by applicable law, tokenization may be facilitated through our authorized payment aggregators or payment partners, subject to your express consent and the applicable rules of the card network and regulator.

You may add, manage, or de-register saved payment instruments through the “Manage Payments” section of your account, where such functionality is made available.

Tokenization, if enabled, is provided for convenience and does not create any obligation on Odinova International to store payment data directly on its systems. No separate fee shall be charged by Odinova International for tokenization. Any third-party network or gateway charges, if applicable, shall be governed by their respective terms.

6. Payment Security

We use commercially reasonable and industry-standard technical and organizational safeguards to protect payment-related transactions.

You must not share your:

• OTPs
• card numbers
• CVV
• PINs
• passwords
• banking credentials
• UPI PINs

with any person claiming to represent Odinova International.

Odinova International will never request your confidential payment credentials through email, phone call, chat, SMS, or any other unauthorized communication channel.

If you suspect unauthorized activity, you should immediately notify your bank, payment provider, and our customer support team.

7. Payment Disputes and Chargebacks

If you believe a payment has been made in error, you must notify us promptly with complete transaction details. We may require supporting information before taking any action.

If you initiate a chargeback, payment dispute, or reversal request through your bank or payment institution, Odinova International reserves the right to:

• place the order on hold;
• suspend fulfillment;
• withhold refunds until the dispute is resolved;
• recover associated administrative costs to the extent permitted by law.

Fraudulent or abusive payment disputes may result in account suspension, order cancellation, or legal action where appropriate.

Part B — Shipping Policy

1. Shipping Coverage

Odinova International currently ships only within India, to serviceable pin codes made available on the Platform.

International delivery is not available unless expressly stated otherwise on the Platform for a specific product or service.

All shipping and delivery addresses must be located within India and must be complete, accurate, and deliverable under the applicable logistics network.

2. Shipping Partners

Orders may be fulfilled by:

• Odinova International’s own delivery network; and/or
• authorized third-party logistics and shipping partners.

Once the order is handed over to a delivery partner, the risk of delay in transit, operational disruption, or damage caused solely by the shipping partner shall be governed by the applicable service terms of that partner, subject to applicable law.

Odinova International shall use reasonable efforts to coordinate resolution of delivery issues, but shall not be liable for delays or failures caused solely by events outside its reasonable control after handover.

3. Shipping Charges

Shipping charges, if applicable, will be displayed at checkout before order confirmation.

Free shipping may be made available:

• on orders above a minimum value threshold;
• on selected products;
• during promotional periods;
• for selected pin codes;
• at the discretion of Odinova International.

Shipping charges, discounts, or delivery fees may change from time to time without prior notice. The shipping charge applicable to your order will be the amount shown on the checkout page at the time of order placement.

4. Delivery Timelines

Orders are generally processed within 24 to 48 hours, subject to:

• product availability;
• payment confirmation;
• verification requirements;
• serviceable location;
• operational capacity;
• weekends, holidays, weather conditions, strikes, transport interruptions, or force majeure events.

Estimated delivery timelines shown on the Platform are indicative only and are not binding guarantees of delivery by a specific date or time.

If an item cannot be shipped within 36 hours due to stock unavailability or other operational reasons, Odinova International may cancel the unshipped portion of the order and notify you accordingly.

5. Delivery Responsibilities

You agree to:

• provide a complete and correct delivery address;
• ensure the availability of a responsible adult to receive the shipment;
• inspect the outer packaging before accepting delivery;
• ensure that access is available to the delivery location;
• cooperate with delivery partner verification requirements, where applicable.

Failure to provide accurate delivery information may result in delayed delivery, failed delivery, order cancellation, additional charges, or return to origin. Odinova International shall not be liable for non-delivery arising from incorrect address details, recipient unavailability, restricted access, or refusal to accept the order.

6. Delivery Attempts and Re-Delivery

Delivery partners may attempt delivery according to their own operational protocols. If delivery is unsuccessful due to recipient unavailability, incorrect contact details, inaccessible location, or refusal to accept the order, the shipment may be returned, cancelled, or reattempted at our discretion or the discretion of the logistics partner.

Any additional charges arising from re-delivery, return-to-origin, or repeated failed delivery attempts may be charged to the customer where permitted and disclosed.

7. Inspection at Delivery

You are strongly advised to inspect the package at the time of delivery for visible damage, leakage, tampering, or missing items before acceptance.

If the packaging appears tampered with, opened, crushed, or otherwise damaged, you should refuse acceptance and immediately contact customer support.

Acceptance of a shipment without timely objection may be treated as confirmation that the order was received in apparent good condition, subject to any rights expressly preserved under this Policy or applicable law.

Part C — Refund, Replacement & Cancellation Policy

1. General Rule

IMPORTANT: Odinova International operates on a strict NO RETURN, NO REFUND, NO EXCHANGE basis for delivered and accepted orders, except to the limited extent expressly provided in this Policy or where otherwise required under applicable law.

Once an order has been delivered and accepted, it shall be deemed final and non-returnable, except for the sole exception set out below.

2. Sole Exception — Shipment Damage (Replacement Only)

The only exception to the above no-return policy is where a product is received in a damaged condition, provided all of the following conditions are satisfied:

• the issue is reported within 24 hours of delivery;
• the customer provides clear photographic and/or video evidence;
• the product has not been used;
• the original packaging is intact;
• all seals, labels, tags, and accessories remain intact;
• the product is otherwise eligible for replacement in the Company’s sole discretion.

Upon successful verification, Odinova International may, at its sole discretion, arrange for:

• a replacement of the same product, subject to availability; or
• cancellation of the item with no monetary refund for replacement-preferred cases, except where a refund is expressly deemed appropriate by the Company.

No monetary refund shall be available for damaged shipments unless the Company, in its sole discretion, determines that a refund is the appropriate remedy or a replacement is not feasible.

Odinova International’s verification findings and remedy determination shall be final, subject to any non-waivable rights available under applicable law.

3. Conditions for Damage Claims

Damage claims shall not be accepted if:

• the issue is reported after 24 hours of delivery;
• the product has been used, opened, tampered with, or altered;
• the product does not retain its original packaging and seals;
• the issue arises due to customer handling, storage, or misuse after delivery;
• the customer fails to provide adequate evidence for verification.

4. Refunds for Eligible Cancellations

Refunds may be issued only in the following circumstances:

• Odinova International cancels the order after payment has been received; or
• the customer cancels the order before dispatch, and such cancellation is accepted by the Company.

Where a refund is approved, it will ordinarily be processed through the original mode of payment, unless otherwise required by the payment method or law.

Refund timelines are typically 7 to 10 working days, though actual crediting time may vary depending on the bank, payment gateway, wallet provider, card issuer, or other financial institution.

5. COD Refunds

For eligible COD refunds, the amount shall be processed via bank transfer/NEFT to the registered bank account provided by the customer.

No cash refunds shall be provided.

The customer is responsible for providing accurate bank details for refund processing. Odinova International shall not be liable for refund delays or failures caused by incorrect bank account details or payment intermediary issues.

6. Pre-Dispatch Cancellation by Customer

A customer may request cancellation of an order only before the order is dispatched. Once an order has been shipped, cancellation may not be possible.

Orders already handed over to a shipping partner may be treated as shipped even if delivery has not yet occurred.

7. Odinova International Cancellation Rights

Odinova International reserves the right to cancel all or part of an order at any stage for reasons including, without limitation:

• product unavailability;
• payment verification failure;
• incomplete or inaccurate customer information;
• suspected fraud, abuse, or misuse;
• pricing or listing errors;
• logistics restrictions;
• regulatory concerns;
• failure to meet order conditions;
• refusal by a shipping or service partner;
• bulk order classification;
• violation of Platform terms.

Where the Company cancels an order after receiving payment, a refund shall be processed in accordance with this Policy.

8. Bulk Orders and Suspicious Transactions

An order may be treated as a bulk order or suspicious order if, in the Company’s reasonable assessment, it appears that:

• the order is intended for commercial resale;
• multiple orders are placed for the same product to the same address;
• unusually large quantities of the same item are ordered;
• there is a mismatch in address or identity information;
• the transaction appears abusive, fraudulent, or otherwise suspicious.

Odinova International may cancel such orders in whole or in part and may restrict future ordering, COD access, or account access where necessary.

9. No Refunds After Delivery and Acceptance

Except for the limited damage-related replacement exception expressly stated above, no refund, return, or exchange shall be available once the product has been delivered and accepted by the customer.

By accepting delivery, the customer confirms that the order has been received in the condition apparent at the time of delivery, subject to any timely claim submitted under this Policy.

10. Non-Returnable and Final-Sale Items

Certain categories of products may be marked as final sale, non-returnable, or non-refundable on the Platform. Such products shall not qualify for return, refund, or exchange, except where required by law or where expressly stated otherwise at the time of sale.

11. Force Majeure

Odinova International shall not be responsible for cancellation, delay, non-performance, non-delivery, or failure to issue refunds within standard timelines where such delay or failure is caused by events beyond its reasonable control, including but not limited to:

• natural calamities;
• fire;
• flood;
• epidemic or pandemic;
• government action;
• strikes;
• transport disruption;
• power failure;
• cyber incidents;
• war;
• civil disturbance;
• network outage;
• payment system downtime.

12. Customer Support and Claims

All refund, cancellation, shipping, and replacement requests must be raised through the contact details or support mechanism provided on the Platform.

The customer may be required to provide:

• order ID;
• invoice details;
• photos or videos;
• payment proof;
• bank details for refunds;
• any other information reasonably required for verification.

Failure to provide requested information may result in rejection of the claim or delay in resolution.

Part D — General Terms

1. Taxes and Invoicing

All prices displayed on the Platform may be inclusive or exclusive of applicable taxes, fees, and charges, as indicated at checkout or on the invoice. Taxes shall be charged and invoiced in accordance with applicable law.

2. Title and Risk

Title and risk in the product shall pass in accordance with applicable law and the shipping terms set out in this Policy. Where applicable, risk may pass upon delivery to the shipping partner or upon delivery to the customer, depending on the product and service arrangement.

3. Policy Changes

Odinova International may amend, update, suspend, or replace this Policy at any time by posting the revised version on the Platform. The revised Policy shall apply to all orders placed after the effective date of the update.

4. Governing Law and Jurisdiction

This Policy shall be governed by and construed in accordance with the laws of India. Subject to applicable law, the courts at the place of the Company’s registered office shall have exclusive jurisdiction over disputes arising from this Policy.

Contact Information

For any payment, shipping, cancellation, refund, or replacement related questions, please contact us through the support details available on the Platform.