Returns & Exchanges

At Flamingo Health, we want every customer to receive the right product in perfect condition. This policy explains when a return, replacement, or refund is available, the conditions that apply, and the steps involved. It applies to all orders placed on www.flamingohealth.com.

1. Eligibility Window

A return, replacement, or refund request may be raised strictly within 7 days of product delivery, and only for one of the following reasons:

•          The product received is damaged, defective, or not in working condition.

•          The product delivered is different from what was ordered (wrong product).

•          The package was tampered with, arrived empty, or is missing items.

•          A genuine manufacturing size or fit issue, verifiable against the product's published size chart.

Requests made after 7 days of delivery, or for reasons outside the list above (for example, a change of mind, or a preference that developed after use), will not be accepted.

2. Mandatory Reporting Window and Proof Requirements

To be considered, every claim must be reported within 48 hours of delivery to support@flamingohealth.com, and must include unedited photographic and/or video evidence as described below. Requests received after 48 hours, or without the required evidence, may be declined without further review.

•          Unboxing video, mandatory for all claims: a single, continuous, unedited video showing the sealed package being opened for the first time, the product, and any damage, tampering, mismatch, or missing item. Claims submitted without a valid unboxing video will not be accepted, as it is the only reliable way for us to verify what was inside the package at the time of opening.

•          Photographs: clear images of the product, the shipping label, and the outer packaging, in addition to the video.

•          Incorrect product received: the unboxing video must clearly show the incorrect item being removed from the sealed package.

•          Damaged or defective product: the video and photographs must clearly show the specific damage or defect being reported.

3. Condition Required for the Product to Qualify

Beyond the reasons and evidence above, the product itself must meet all of the following conditions before a return, replacement, or refund can be approved. These conditions do not apply where the product is being returned because it was damaged, defective, incorrect, or tampered with at the time of delivery.

•          Unused, unworn, and unwashed, with no stains, odour, or signs of wear.

•          All original tags, MRP stickers, hygiene seals, and quality-check seals intact and undamaged.

•          All original packaging, accessories, manuals, freebies, and combo items included.

•          Free of any damage, alteration, or tampering caused after delivery.

Every returned product is inspected on receipt at our facility. If the product does not meet these conditions, we reserve the right to deny the return, replacement, or refund, and to ship the product back to the customer at the customer's cost.

4. Non-Returnable & Non-Refundable Products

To protect hygiene, safety, and product integrity, the following categories cannot be returned, exchanged, or refunded once delivered, except where the product is genuinely damaged, defective, or incorrect and reported within the window in Section 2:

•          Orthopaedic supports, braces, belts, insoles, and any product that is worn directly against the skin or body, once the packaging or hygiene seal has been opened.

•          Consumable, disposable, or single-use items.

•          Products purchased as part of a clearance sale, closing stock, or a promotion explicitly marked non-returnable at the time of purchase.

•          Products where the size or fit issue arises from an incorrect selection made by the customer at the time of ordering, rather than a defect in manufacturing.

Customers are strongly encouraged to review the size chart, product description, and usage details carefully before ordering, as most orthopaedic and support products cannot be returned for hygiene reasons once opened.

5. Replacement Guidelines

•          Replacements are available only for the same product and variant originally purchased, subject to stock availability.

•          Product-to-product exchange (swapping for a different product) is not permitted.

•          Pick-up, where arranged, will only be collected from the original delivery address.

•          Where a replacement cannot be arranged due to stock unavailability, a refund will be considered in its place, subject to the rest of this policy.

6. Return Shipping Costs

Where a return is approved for a reason attributable to Flamingo Health — a damaged, defective, incorrect, or tampered product — reverse pick-up is arranged at our cost.

Where a return is approved for a genuine size or fit issue not caused by our error, the cost of return shipping will be borne by the customer, either through a deduction from the refund amount or a prepaid courier arranged by the customer, at our discretion.

7. Restocking and Handling

For approved returns that are not due to damage, defect, or an incorrect item (for example, an approved size exchange), a restocking fee of up to 10% of the product value may be deducted from the refund or replacement value, to cover handling, quality-check, and re-packaging costs. This fee is waived where the return results from our error.

8. Claim Verification and Right to Refuse

All claims are reviewed by Flamingo / Ascent Meditech Limited. We reserve the right to request additional information or evidence, to inspect the product physically before approving any outcome, and to decline a return, replacement, or refund request where the conditions in this policy are not met.

Fair usage: we track return, replacement, and refund activity at the customer account and delivery-address level. Where a pattern indicates misuse of this policy — including but not limited to frequent unsubstantiated claims, repeated refusal of delivery, or claims that cannot be verified from the unboxing video — Flamingo Health reserves the right to restrict Cash on Delivery for that account, require prepayment on future orders, offer replacement only (no refund), or decline further orders, at its sole discretion.

9. Refund Policy

Refunds are processed only after the returned product has been received and has passed inspection in accordance with Sections 2–4 above, and are subject to verification and approval by Ascent Meditech Limited.

Refund Process — Prepaid Orders

•          Approved refunds are credited to the original payment method used at purchase.

•          Refunds are generally processed within 5–7 business days of the returned product being received and approved.

•          The time for the refund to reflect in the customer's account depends on the payment provider, bank, or card issuer, and is beyond our control.

Refund Process — Cash on Delivery (COD) Orders

•          A bank transfer refund, the customer must provide accurate account holder name, account number, IFSC code, and bank name, and the refund is processed within 15 business days of approval.

Important Notes

•          Any delay caused by banks, payment gateways, or financial institutions is beyond the control of Ascent Meditech Limited.

•          We are not responsible for delays arising from incorrect bank account details provided by the customer.

•          Shipping charges, gift-wrapping charges, and other service fees are non-refundable unless the return is due to our error.

10. Cancellation Policy

•          An order can be cancelled within 30 minutes of being placed, through 'My Orders' or by contacting Customer Support.

•          Cancellation requests received after this window may not be accepted.

•          Once an order has been dispatched or marked Out for Delivery, it cannot be cancelled; the customer may refuse acceptance of the shipment at the doorstep instead.

•          Repeated refusal of delivery on Cash on Delivery orders may result in COD being restricted for that account, per Section 8.

Company-Initiated Cancellations

Ascent Meditech Limited may cancel an order for reasons including product unavailability, pricing or technical errors, payment verification issues, suspected fraudulent transactions, or operational constraints. Where an order is cancelled after payment has been received, a full refund is processed to the original payment method.

11. Right to Cancel

Ascent Meditech Limited reserves the right to accept, reject, or cancel any order, and to accept, reject, or place conditions on any return, replacement, or refund request, at its sole discretion and subject to applicable law.

Contact Us

For any return, replacement, refund, or cancellation assistance:

•          Phone: 1800-410-9978 (Toll Free)

•          Email: support@flamingohealth.com