Returns & Exchanges

Page intent: Be honest about why a sealed medical device cannot be returned the way a t-shirt can — and at the same time, make replacements for damaged / defective product completely effortless.

Last updated: [Insert date of publication]

Our promise

If your Fertigen pack arrives damaged, defective, tampered with, or wrong, we will make it right — fast, with no friction, and at our cost. The rest of this page explains how, and where the limits lie.

A note on why sealed medical devices are different

Fertigen is a CDSCO-approved medical device. Each applicator is manufactured and sealed in conditions audited under the Medical Devices Rules, 2017. Once an outer pack has been opened or seals broken, the product cannot be re-introduced into circulation — for safety reasons, not commercial ones. Indian regulatory and quality norms do not permit it.

This is the same reason you cannot return an opened bottle of medicine to a pharmacy.

What is eligible for return

Eligible for return / refund:

• Pack arrived with the outer carton or applicator pouches damaged, leaking, or tampered with.
• You received a different product than what you ordered.
• You received the wrong quantity of packs.
• The product is past its shelf life on the date of delivery.
• Manufacturing defect identified before opening individual applicator pouches.

Not eligible for return / refund:

• Outer carton already opened and individual applicator pouches unsealed (for safety and regulatory reasons).
• Change of mind after the outer carton has been opened.
• "It did not work for me this cycle" — fertility outcomes depend on many factors, and we are clear about this in our product communications and FAQs.
• Damage caused by storage outside recommended conditions after delivery (e.g., extreme heat, direct sunlight).
• Used applicators.

How to raise a return / replacement request

1. Email support@cosma.health within 7 days of delivery.
2. Use the subject line: "Return / replacement request — [Your order number]".
3. Attach: clear photographs of the outer courier carton, the inner Cosma pack, and the specific item showing the issue.
4. Mention your order number, registered mobile number, and a brief description of the issue.

What happens next

• Our customer support team acknowledges your request within 24 working hours.
• In most cases, a quality review is completed within 2 working days.
• If your request is approved, we arrange free reverse pickup (where serviceable) and ship a replacement at no additional cost; or, at your option, refund the product value to the original payment method.
• If your request is not approved, we explain why, with reference to this policy.

Refund timelines

Prepaid orders (UPI, cards, net banking, wallets):
Refund processed within 5 working days of approval; reflects in your account in 5 – 7 working days depending on your bank.

Cash-on-delivery orders:
Refund issued via UPI / NEFT to a bank account you nominate; processed within 7 working days of approval.

Exchanges

Because Fertigen is a single-SKU medical device, we do not offer exchanges in the conventional sense. If your product is damaged, defective or wrongly delivered, we send a replacement of the same SKU at no cost (see Section 5).

Subscription orders

If a subscription pack arrives damaged or defective, the same return / replacement process applies. You can also pause, skip a cycle, or cancel your subscription from your account dashboard at any time before the next dispatch.

Cancellation before dispatch

• Orders cancelled before dispatch are refunded in full.
• Orders already in transit cannot be cancelled, but you may refuse delivery — in which case the courier returns the package to us and a refund is processed once the package is received and inspected.

Diagnostic tests & consultations — separate policy

• Diagnostic test bookings can be cancelled and refunded if cancellation is requested before the phlebotomist visit / sample collection. Once the sample has been collected, the test fee is non-refundable, as the lab work has already commenced.
• Tele-consultation bookings can be rescheduled at no cost up to 2 hours before the slot. Cancellations made within 2 hours of the slot are non-refundable, except in cases of documented emergency.

The doctor consultation included with your Fertigen pack

Every Fertigen 3-cycle pack includes a complimentary consultation with a Cosma fertility specialist. This consultation is bundled with the product and does not have a separate fee.

If your Fertigen pack is returned and refunded under this policy, the consultation entitlement is automatically withdrawn from your account.

If you have already used the consultation before requesting a refund, the value of the consultation will be deducted from your refund.

Statutory rights

Nothing in this policy limits your rights as a consumer under the Consumer Protection Act, 2019, or under any other applicable Indian law.

If you believe your statutory rights have not been honoured, please first reach out to our Grievance Officer (see below) so we can resolve the matter.

Grievance Officer

Name: Dr. Charu Sharma, Founder & CEO

Email: grievance@cosma.health

Response timeline: Acknowledgement within 48 hours; resolution within 30 days.

Customer support

Email: support@cosma.health

WhatsApp / Chat: Available via the website chat widget

Working hours: Mon–Sat, 10:00 AM – 7:00 PM IST