FAQ

Account

To Register with HealthXP’s ‘My Account’ the steps are as follows:

  • Enter your Mobile Number.
  • Click on ‘Continue‘.
  • You will receive an ‘OTP‘ on your mobile number.
  • Enter ‘OTP‘.
  • Enter your ‘Password‘, ‘Email‘, and ‘Your Name‘.
  • Click on ‘Sign Up‘ and provide the mandatory details.

You have successfully registered for HealthXP’s ‘My Account’.

 

‘My Account’ is a place where you can manage or edit your orders and personal data like phone numbers, shipping address, billing address, email id, track your order status, customise your wishlist, view your order history, change your password, etc.

My Account -> My Profile/My Orders 

There are 3 ways to login with HealthXP.

  • Login with email id and password
  • Login via OTP
  • Login with Facebook.

Login:

Simple login will work only for a registered customer of Healthxp

  • Enter ‘Username‘ or ‘Email Address‘ or ‘Mobile Number‘.
  • Enter ‘Password‘.
  • Click ‘Login‘.

Login via OTP:

  • You need to visit our website sign up page and click on “Login via OTP“.
  • Enter your Mobile Number and click on “Send OTP“.
  • You will receive a 6 digit code on your mobile phone.
  • Enter the code and click “Login“.
  • You will successfully login to your account.

Login with Facebook:

For signing up with your Facebook account, you need to have your own personal Facebook account.

  • Click on ‘Login with Facebook‘.
  • A Facebook pop-up window will open.
  • Enter your Facebook details like ‘Email Address‘ or ‘Phone Number‘.
  • Enter your Facebook ‘Password‘.
  • Click ‘Login‘.
  • You will successfully login to your account via Facebook.

Order

We use SSL certification in checkout method to make sure that a customer’s personal and payment information are often encrypted (secured).

Please Note: All the payment modes (Credit/Debit card, Netbanking, Wallets) are encrypted for the online purchase with HealthXP

You can go to ‘My Order‘ -> ‘View Order‘ -> ‘Cancel Order‘.

Once the order is shipped, you cannot cancel it. In case, the order is shipped, you can call us at 022-45420300 (10 am to 6 pm business days) or please drop an email to care@healthxp.in with the Payment confirmation email receipt. Our customer care executive will help you out in the cancellation process.

The following shall NOT be eligible for return or replacement:

  • Damages due to misuse of the product
  • Incidental damage due to malfunctioning of product
  • Any consumable item which has been used or installed
  • Products with tampered or missing serial / UPC numbers
  • Any damage/defect which is not covered under the manufacturer’s warranty
  • Any product that is returned without all original packaging and accessories, including the box, manufacturer packaging if any, and all other items originally included with the product(s) delivered.

Please call us at 02245420300 (10 am to 6 pm business days) or drop an email to care@healthxp.in with the Payment confirmation email receipt and we will initiate the concern and process the order as per your request.

Coupon

It is a simple code we often issue that on all our platforms to deliver you the best deals on your purchase with HealthXP which benefits you in the form of discounts or freebies.

A Coupon Code is system generated codes which are applicable to the dedicated product itself and cannot be combined with other codes.

Payment

It is one of the payment methods where you make a purchase online and you pay at your doorstep after receiving the product. If someone is not comfortable with the online payment they can opt for this mode of payment. We only accept hard cash in COD payment mode and no card payment at your doorsteps.

Please Note – COD payment option may not be available on certain remote locations based on Courier Service.

You should only pay the amount which is printed on the Invoice, no need to pay extra for the courier boy.

Please Note: Only pay the amount which is printed and not manually hand-written, if you wish to pay the courier boy extra then it is completely your wish, we shall not be held responsible for the same.

For certain remote locations, our logistics partner does not offer the Cash on Delivery option (COD). Also, some products do not come under the COD payment format.

Based on your location and product selection, you might not be eligible for the Cash on Delivery method option, but you can always use payment method like Credit/Debit Card, Net banking, Wallet payment etc. to purchase with us. No constraint on these methods.

There are 2 methods to make a purchase on HealthXP, Prepaid Payment and PostPaid Payment.

Prepaid Payment: Prepaid payments are usually done online by using Credit/Debit Card, Netbanking, Wallet Payment etc.

Postpaid Payment: Cash on Delivery (COD) comes under Postpaid Payment to make your purchase.

Please Note: COD may not be available on certain locations.

There are zero hidden charges when you make a purchase on HealthXP. You would be charged extra for the expedited delivery (Shipped via Air) if you wish to get the product within 3-5 working days. No charges for standard delivery and amount which you see on the checkout page will be the final amount to pay. You will get the product within 5-7 working days.

Note – Shipping Charges are purely based on the Service availability in certain Areas/pin code.

Credit cards

After opting for Credit Card in payment method, you will be redirected to the payment gateway. For Credit Card payment, you have to enter your 16 digit card number, expiry date, 3-digit CVV number (back of your card).

Debit cards

After opting for Debit Card in payment method, you will be redirected to the payment gateway. For Debit Card payment, you have to enter your 16 digit card number, expiry date, 3-digit CVV number (back of your card).

Note – We accept all leading and major Credit/Debit Cards. Our payment gateway is secured with SSL certification.

Initial Step:

Please call us at 02245420300 (10 am to 6 pm business days) and provide us with the details like order number, product details, and payment mode used while making a purchase or else you can write to us at care@healthxp.in mentioning the same above details.

Next Step:

  • Our customer support team will check if your debited amount is received in our payment gateway then we will process your order or we will refund you within 5-7 working days as per your choice.
  • If your debited amount is received by any 3rd part payment gateway (for e.g Paytm or Mobikwik) then we will raise the concern to the 3rd party and will guide them to initiate the purchase process or refund within 5-7 working days as per your preference.

Further Step:

If the amount received in your bank gateway/credit card gateway then you can contact your bank and can raise the concern, the time taken can vary from bank to bank and we, unfortunately, won’t be able to expedite this.

Please Note – If your bank denies your stored amount in their respective gateway then we request you to mail us with your bank statement (date of deduction to till date).

EMI payment option is only available under PayU Money.

You have to make a payment through Credit Card of all leading banks. You can choose from the available option as per your convenience.

There is NO minimum order for availing EMI payment option, you can order the least priced products too, and there is no processing fee charged for availing EMI option. Interest charges may be applicable as per shown on the screen on the payment page.

The process of choosing the EMI option as follows:

  • After adding the product to the cart
  • Select PayU Money option at the payment page
  • You will be redirected to PayU Money page
  • Select the 4th option i.e. EMI
  • Select your bank and you are good to go with the EMI method.

We have displayed a table with the EMI rates and amounts for that item across different EMI tenures and banks.

In case of cancellation or return, interest charged by the bank till that time will not be refundable under any circumstances. Partial cancellation is allowed.

Please Note – EMI purchases need to be made on a single credit card and cannot be split across multiple cards. No down payment facility is available currently.

 

PayU Money Checkout

Only if the mode of payment was Paytm Wallet while making the purchase then only you will get Paytm cashback.

Product

The product should be sealed pack and have a minimum 6 months shelf life. The importers MRP sticker must be there and should display the import date & FSSAI of the importer. The batch number can be confirmed with the Brand and from the importers also.

You cannot order a ‘Sold Out‘ marked products but, there is an option to notify via email when the products will be available in stock.

You will get a confirmation SMS on your registered phone number. You will also receive the confirmation Email on the registered mail ID along with the Order ID, Shipping address and the products you have purchased.

Please refer to our Authenticity Page by clicking on below Link. We have mentioned the details of each Importer and Brands imported by the importer. HealthXP Authenticity Checker.

To verify the authenticity and genuineness of the product you need to verify the hologram of all the authorized importers on each product shipped by us. You can also send us the batch number and expiry date images of the received product and we can get it reviewed by the importers and the brands directly.

You can also call on the helpline number provided by the importer on the hologram attached and get verified all your queries. In case you are still not sure you can drop a mail to the brand’s official email id and get the product verified directly from them. We can also help you in getting your queries resolved by following up with the manufacturer directly on behalf of you and looping you in every mail.

Please revert if you have any further queries. For checking the authenticity.

You should check MRP Sticker, Hologram, Batch Number, Importer’s Sticker, Expiry Date, Packaging and Nutritional Facts before opening the product.

Please Note: Raise your concern within 7 business days from the product receiving date. If the product is found open before checking all these factors, then the product will not be accepted for return.

Delivery

We deliver most of our orders through courier partners like

  • Blue Dart (Air/Surface)
  • FedEx (Air/Surface)
  • Delhivery (Air)
  • Wow Express (Air)

There are some remote areas and locations which are not served by our courier partners. Currently, we serve on PAN India level and don’t ship Internationally.

Please Note: Based on your order weight, it will be shipped via surface or air.

HealthXP Provide 2 delivery Options Standard and Expedited.

Standard Delivery is a Surface Shipment and usually takes 5-7 working days in Metros and 7-9 working days rest of the places. Since the warehouse is located at Mumbai, it usually takes 3-5 working days to get the order delivered in Mumbai and rest of Maharashtra.

Expedited Delivery is Air Shipment and takes 3-5 working days all over India.

Please Note: The mentioned days may differ due to Natural Calamities, Strikes, National Holidays, Festive Seasons, Courier Strikes, and other Political Issues.

 

Once the order is dispatched from HealthXP warehouse, you will be notified on your registered email address (Check Spam in case it is marked as spam) and an SMS on your registered number. Email and SMS contains the link where you can track your order.

Alternatively, you can also go to ‘My Account‘ section -> ‘My Order‘ and track the shipment.

Returns & Refunds

7 Days Return Policy

You can order at ease on HealthXP, we ensure you the cool and calm mental state.  You can return all the purchased products/items within 7 days of receipt of goods.

Please Note: The product should be unused with all the tags on, seal intact, boxes and other packagings.

Consumable Products with only Seal Intact / Original form are eligible for Returns. Seal Opened Products will not be accepted as returns. Products are not applicable for returns in case of issues related to rashes, stomach upset, headache, flavour like/dislike, flavour difference, mixability, dizziness. Please consult your doctor, dietitian or fitness trainer before consuming any product as the product results may vary from body to body.

Fitness Equipment: There is no return policy for any product unless it is damaged in transit.

The following shall NOT be eligible for return or replacement:

  • Damages due to misuse of the product
  • Incidental damage due to malfunctioning of product
  • Any consumable item which has been used or installed
  • Products with tampered or missing serial / UPC numbers
  • Any damage/defect which is not covered under the manufacturer’s warranty.

Any product that is returned without all original packaging and accessories, including the box, manufacturer’s packaging if any, and all other items originally included with the product(s) delivered.

Initial Steps

If an item is found damaged or incorrect as per description on our website or units are missing as per ordered quantity, then please send a snapshot of the outer packaging, MRP Hologram, Batch Number and images of products received with Invoice copy to our customer care at care@healthxp.in or call us on 022-45420300 (10 am to 6 pm business days).

Next Step

After your claim, we will investigate and we will revert you in 24-48 hrs. In this case, we might raise the concern to brand or importer and wait for their revert.

Successful Claim – You should provide all the details like order number, product details, mode of payment used while purchasing, product invoice copy, intact outer packaging of the product, intact outer seal of the product in order to claim your concern successful.

Unsuccessful Claim – If you lack to produce any of the above-mentioned details then your claim will be counted as an unsuccessful attempt.

Once your claim is successful, we will arrange a reverse pickup then below will be the process:

After positive feedback from Quality Check Team, below is the process

  • Our courier partner will take 1-2 working days to pick up the product/item from your address.
  • As reverse pick up is done by standard delivery, it takes minimum 5-7 working days to get back to our warehouse.
  • Upon receiving the product in our warehouse with good product condition as delivered to you, we will process your refund (after initiating a refund, it will take 5-7 working days) or do the replacement (replacement is subject to availability of the particular product).

Negative Feedback from Quality Check Team

  • In case we receive a negative response the product would be sent back to you in the same condition.

Note – As per our Return Policy you need to raise concern within 7 days along with proper product images and unboxing videos.

Once the Product is reverse picked up and received at our warehouse, our team will connect you over the registered email address for the bank details. Once the details are provided, we will initiate the payment and will reflect in your given Bank Account in 1-2 working days.

Note: Except for Cash On Delivery (COD) refund, the amount will always reflect back via the same mode which was used while making a purchase. For eg. If Debit Card mode is used while purchasing then the refunded money will reflect in the Debit Card. Paytm wallet or MobiKwik Wallet is used while making the payment then the refunded money will reflect in the Paytm Wallet or MobiKwik Wallet as Super Cash respectively in 5-7 working days.

We recommend you not to accept the product/item from the courier boy and kindly take images (or videos) of the same and share with us at care@healthxp.in or you can contact us on 02245420300 (10 am to 6 pm business days). It will help us to raise the concern with the respective courier partner.

Please Note: If in case of this uncertainty, we will create a new order (same product) and will dispatch it.