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Refund Policy

Quest App respects its customers and always strives to provide its customers with an unparalleled level of quality and high service. Despite the firm determination to provide the best value to our customers, we accept that there can be occasional and unintended cases of defects. When any such discrepancy is reported, our customer support team immediately deals with the issue and provides compensation if the reported issue is valid. Therefore, if you have recently received a defective or damaged product, return to us immediately.

First, we strongly recommend that you carefully inspect the items delivered at the time of delivery. If you find a problem with the items delivered after that, contact our customer support team immediately. Please note that not all requests are responded to positively. When a customer makes a complaint, the complaint is investigated, and a decision is made according to the following components of the return policy. If (Quest App) discovers during the investigation any kind of illegal or fraudulent attempts, we reserve every right to refer the complainant to a court of law.

If the complaint submitted is genuine and complies with the terms of the policy, we will be happy to compensate you either in the form of a refund or replacement of the product. It is important to note that the complainant only has the right to file a complaint within seven days of delivery. If the complaint is filed after seven days of delivery, it will not be dealt with, even if the problem is genuine and the delivery was defective.

Not every complaint is accepted and to qualify for a successful return (refund or replacement), the delivered items must have at least one of the following issues:

  • The delivered products were different from the products ordered.
  • The delivered items were expired.
  • The delivered products were damaged.

Please do not accept deliveries if you can discover any of the above issues in the delivery. If you only discover the problem after opening the package, contact our team immediately. All complaints made within 7 days of delivery will be considered. If the complaint is found to be valid, you will be offered a refund or replacement. Please note that not every item can be replaced and must be checked before a replacement request can be confirmed.

As mentioned earlier, not all complaints will be treated in the same way. We have already mentioned the possible cases in which a complaint is considered valid. However, there may be deliveries that have one or more of the above issues, but will still fail to qualify for a refund or exchange.

The following are the situations that will not be accepted positively by our team:

  • If the products ordered were wrong in the first place, no compensation will be provided in such cases.
  • TInconsistency in batch numbers in our invoices and records.
  • Items not returned in the original packaging.
  • Medicines and rare and slow moving products.
  • Lack of original delivery receipts.
  • Obvious signs of consumption. Items that have been consumed after delivery will not be accepted for return.
  • Environmentally sensitive items that can be damaged by sunlight or water or require a specific temperature range (cold storage) to preserve.

For Cash on Delivery orders:

For orders placed using Cash on Delivery as a payment method, refunds can be processed to your bank account via National Electronic Funds Transfer (NEFT).

You will need to update the following information to enable us to process the refund to your account.

  • Bank Account Number
  • IFSC Code
  • Account Holder Name
  • Bank Branch
  • Bank Name

Important:

  • Refunds cannot be processed for third party accounts.
  • The name on your Quest App account must match the name of the bank account holder.
  • If you have paid your bills using a third party account, the refund will be made to the same account.
  • NEFT refunds usually start within three business days from our end and will be credited to your account within another two to three business days.
  • Quest App will not be liable for any delays in refunds due to delays by third party companies (including banks), in providing information by the client, technical issues and other reasons beyond its control.

Important Notes:

  • Once you discover a delivery issue, contact our team via email contactus@questnow.me or call us directly on: 01091955783.
  • After receiving the order, our team will respond to you within 3 working days.
  • If after reviewing the matter your claim is found to be valid, you will be compensated.
  • Refunds or returns can take up to 30 days and the progress can be tracked by contacting our team in between. Please note that the refund or exchange process takes time, and it is not reasonable to disturb our team members repeatedly.
  • The amount will be refunded to the customer’s bank account in case of cash on delivery payment. If payment is made through the online wallet, it will be refunded to the wallet.

Cancellation by Customers:

If you initially ordered the products, but after some time, you discover that you placed an order by mistake, it can also be cancelled afterwards. This can only be done before the order is shipped. Once the order has been shipped by us, the order cannot be cancelled at this stage.

Cancellation by Us:

Quest App also reserves the right to cancel orders related to special circumstances, even if the order has been initially placed and confirmed. There can be multiple reasons why we may have to initiate a cancellation. Possible reasons for cancellation by us:

  • Unavailability of the requested products.
  • Insufficient supplies of the requested products.
  • Errors in the listed prices.
  • Unable to fulfill by our partners.
  • Unable to send medicines and products to the specified locations.
  • Invalid prescriptions.
  • Discontinuation of production by the manufacturer.
  • Products nearing expiration.

Possible reasons for cancellation by the customer:

  • Showing intent for commercial use.
  • Duplicate orders for the same product.
  • Large quantities of the same product.
  • Incorrect delivery address.
  • Order placed by illegal or unethical means.
  • Illegal use of the requested products.
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