TERMS AND CONDITIONS

These Terms and Conditions govern your access to and use of www.vivosure.co.in and any purchase, enquiry, registration, communication, or transaction made through this website. This website is owned and operated by Vivosure Essentials Private Limited. By using this website, you agree to follow these Terms and Conditions. If you do not agree with these terms, you should not use this website or place any order through it.

Vivosure Essentials Private Limited provides ostomy care products and related support products, including colostomy appliances, urostomy appliances, ostomy bags, baseplates, barrier products, adhesive removers, ostomy paste, ostomy powder, lubricating deodorants, and other ostomy care accessories. Product availability, packaging, design, description, specifications, size options, pricing, and other details may change from time to time without prior notice.

The information available on this website is for general product awareness and customer support only. It should not be treated as medical advice, diagnosis, treatment, or replacement for consultation with a qualified doctor, surgeon, stoma care nurse, or healthcare professional. You should always consult a healthcare professional before selecting, changing, or using any ostomy care product. You must also read the label, product literature, warnings, precautions, instructions for use, and package insert before using any product.

By using this website, you confirm that you are legally competent to enter into a binding contract under Indian law. If you are using this website on behalf of another person, patient, hospital, institution, dealer, distributor, or organization, you confirm that you have proper authority to do so.

You agree to provide true, complete, and updated information while registering, placing an order, making payment, contacting customer support, or using any service on this website. You are responsible for maintaining the confidentiality of your account login details, password, contact number, and other information. Any activity carried out through your account may be treated as activity authorized by you unless you immediately notify us about any unauthorized use.

Product images, descriptions, catalogues, technical details, usage information, and other content displayed on the website are provided for reference and understanding. Actual product color, packaging, label, appearance, size, design, or presentation may vary due to product updates, screen display settings, photography, manufacturing changes, or regulatory requirements. Vivosure will try to keep product information accurate, but it does not guarantee that all information will always be error-free, complete, or updated at all times.

You are responsible for selecting the correct product, size, cut size, type, variant, and quantity before placing an order. Ostomy care products are personal-use products and their suitability may depend on several factors, including stoma type, stoma size, skin condition, body profile, output type, wear time, climate, medical condition, and professional advice. Vivosure may provide product-related information, but the final decision to purchase and use any product remains your responsibility.

An order placed through this website is an offer made by you to purchase the selected product. Vivosure reserves the right to accept, reject, cancel, modify, or partially fulfill any order due to product unavailability, incorrect pricing, payment failure, suspected fraud, incomplete address, courier limitation, operational issue, regulatory restriction, or any other valid reason. If any amount has been paid for an order that is not accepted or is cancelled by Vivosure, the eligible amount will be refunded as per the applicable refund process.

All prices displayed on the website are in Indian Rupees unless stated otherwise. Prices may include or exclude applicable taxes, shipping charges, handling charges, or other charges, as shown during checkout. Vivosure reserves the right to change prices, offers, discounts, product details, and availability at any time without prior notice. If a product is listed with an incorrect price due to typographical error, system error, technical issue, or data-entry mistake, Vivosure may cancel the order and refund the amount received, if any.

Vivosure accepts only advance payment for orders placed through the website. Cash on Delivery is not available. Orders will be processed only after successful payment confirmation through the payment methods enabled on the website, such as UPI, debit card, credit card, net banking, wallets, or any other advance payment mode supported from time to time.

Online payments are processed through third-party payment gateways. Vivosure does not store your card details, banking password, UPI PIN, CVV, or other sensitive payment credentials. Your payment will also be governed by the terms and policies of the relevant payment service provider.

Delivery timelines shown on the website or communicated by customer support are only estimated timelines. Actual delivery may vary due to courier delays, incorrect address, recipient unavailability, weather, strikes, public holidays, stock issues, government restrictions, or events beyond our control. Vivosure will not be liable for delay or failure in delivery caused by incorrect information provided by you or by third-party logistics issues.

You should check the package immediately at the time of delivery. If the package appears damaged, tampered, opened, leaking, incorrect, or materially different from your confirmed order, you must intimate Vivosure customer support within 1 hour of receiving the parcel, along with order details, clear photographs, unpacking proof if available, and any other required evidence. Claims raised after this timeline may not be accepted.

Due to hygiene, safety, and personal-use concerns, opened, used, tampered, damaged-after-delivery, or seal-broken ostomy care products may not be eligible for return, if applicable, replacement, or refund. Any return, if applicable, replacement, or refund request will be initiated only after Vivosure receives the physical product, checks its condition, verifies the issue, and approves the request. The product must be unused, unopened, sealed, and received with original packaging, label, invoice, and accessories, wherever applicable.

Products purchased from this website are strictly for personal use, patient use, or institutional use, as applicable. Products cannot be purchased for resale, unauthorized distribution, commercial trading, marketplace listing, repackaging, relabelling, or any similar activity without prior written permission from Vivosure. Any such unauthorized activity may lead to order cancellation, account restriction, refusal of future supply, and legal action.

You agree not to misuse this website, provide false information, place fraudulent orders, copy website content, interfere with website security, attempt unauthorized access, scrape data, misuse product images or descriptions, or use the website for any unlawful purpose. You also agree not to resell, represent, promote, or distribute Vivosure products in any unauthorized manner or in violation of applicable law or contractual restrictions. Vivosure reserves the right to take legal action against any such activity.

All website content, including the Vivosure name, logo, product names, product images, catalogues, descriptions, graphics, text, layout, videos, packaging designs, and other material, belongs to Vivosure Essentials Private Limited or its authorized licensors. You may not copy, reproduce, modify, publish, distribute, sell, upload, display, or commercially use any such content without prior written permission from Vivosure.

If you submit any review, feedback, testimonial, suggestion, image, comment, or communication to Vivosure, you grant Vivosure the right to use, publish, reproduce, edit, display, share, restrict, or delete such content at its discretion for customer support, business, quality improvement, marketing, moderation, or promotional purposes. You must not submit any false, misleading, abusive, defamatory, confidential, unlawful, or third-party-owned content.

This website may contain links to third-party websites, payment gateways, logistics partners, social media platforms, or other external services. Vivosure does not control such third-party services and will not be responsible for their content, actions, errors, privacy practices, downtime, data handling, or service failures.

Vivosure will not be responsible for any loss, injury, reaction, leakage, skin issue, discomfort, medical complication, indirect damage, business loss, data loss, or other consequence arising from incorrect product selection, improper use, misuse, failure to follow instructions, use without professional advice, or reliance on website information as medical advice. To the maximum extent permitted by law, Vivosure’s total liability, if any, shall not exceed the amount paid by you for the specific product giving rise to the claim.

You agree to indemnify and hold harmless Vivosure Essentials Private Limited, its directors, officers, employees, agents, distributors, vendors, service providers, and partners from any claim, loss, damage, liability, cost, or expense arising from your misuse of the website, violation of these Terms, incorrect information provided by you, misuse of products, unauthorized resale, infringement of third-party rights, or violation of applicable law.

Vivosure will not be liable for delay or failure to perform any obligation due to events beyond its reasonable control, including natural disasters, fire, flood, epidemic, pandemic, war, civil unrest, strike, transport disruption, courier failure, supply shortage, government action, internet failure, payment gateway downtime, or any other force majeure event.

Vivosure may update, revise, modify, or replace these Terms and Conditions at any time. The updated terms will be posted on this website. Your continued use of the website after any change means you accept the revised Terms and Conditions.

Vivosure may suspend, restrict, or terminate your access to the website if you violate these Terms, misuse the platform, place fraudulent orders, interfere with operations, purchase products for resale, or engage in unlawful activity. Such action may be taken without prior notice where necessary, and Vivosure may also initiate legal action against such activity.

These Terms and Conditions shall be governed by the laws of India. Any dispute arising out of or related to this website, products, orders, payments, or these Terms shall first be attempted to be resolved through mutual discussion. If the dispute is not resolved amicably, it may be referred to arbitration under the Arbitration and Conciliation Act, 1996. The seat and venue of arbitration shall be Delhi, India, and the proceedings shall be conducted in English. Subject to arbitration, the courts at Delhi shall have exclusive jurisdiction.

For any order-related query, product concern, complaint, or legal notice, you may contact Vivosure Essentials Private Limited at helpdesk@vivosure.co.in or customer care number +91 80 3100 3923, or write to the corporate address at