Returns and Refunds Policy

This policy is created to narrate return procedures of iCare prepaid healthcare products and to provide refund process for said returned products.

GENERAL GUIDELINES

1. This policy applies to IHC products namely: ER Care Basic, ER Care Booster, ER Care All-In, and MedConsult.

2. This policy allows the return of the product and refund of fees paid, subject to a handling fee of Php 400.00 per product.

3. The refund will always be paid in Philippine Pesos. The refund will be based on the actual amount received by us and all refunds will be processed and paid out in the same manner that it was paid to Insular Health Care. That is, if the product was purchased with a credit card, the refund will be credited to the credit card with the same card number. Insular Health Care reserves the right to require documentation and proof that will prevent the fraudulent return of the product.

4. Return is possible only if the product is not yet registered to any person. Once the product has been registered to a person, it cannot be returned. The person who has been registered under the product will continue to be covered subject to the Health Care Agreement governing the ER Care and MedConsult Series.

5. The return and refund of any product that has not yet been registered must be done by the Purchaser himself/herself. Please refer to the procedures below on how to return a product and request for a refund and their documentary requirements.

6. The return of the product must be requested within the period shown below. Beyond these periods, the product is no longer eligible for return and refund or replacement.

1. 1. Fourteen (14) calendar days from purchase date for units sold through the e-commerce site of iCare

   2. Seven (7) calendar days from the purchase date for items sold through iCare agents, brokers and other accredited partner platforms.

PROCEDURES

Return

1. The Purchaser must send an email to returns@insularhealthcare.com.ph to request for the return of a product. The request must include the following information and documentation: 

1. 1. Complete Name of the Purchaser

   2. Contact number, email address and mailing address of the Purchaser

   3. The reason for the return

   4. Request for a replacement product and/or refund

   5. Proof of purchase which may include the confirmation email sent by iCare

   6. Photocopy of two (2) valid government-issued ID of the Purchaser

   7. If iCare issued an Official Receipt, the image of it must also be presented. Please note that if we agree to the return of a product, the original Official Receipt must be returned to iCare prior to the implementation of the replacement or refund.

2. iCare shall acknowledge the receipt of the request for a return of the product through email.

3. iCare shall conduct an evaluation and within two (2) working days of receipt of the complete request for a return of the product, iCare shall advise the customer on the decision of the request for the return of the product. Detailed computation and instructions on the return, replacement and refund will also be provided.

Replacement and Refund

1. A replacement handling fee of Php400.00 per product shall apply.

2. The replacement handling fee or refund handling fee shall be deducted from the amount paid.

3. If you want a replacement product, we shall offset the amount due from the product being returned against the cost of the replacement product.

4. If the replacement product’s price is higher than the product being returned, less the replacement handling fee, the difference will be settled by the Purchaser before iCare issues the replacement product to him/her.

5. If you want a refund, please allow 20 working days to prepare your refund.

6. The refund will be based on the actual amount paid and all refunds will be processed and paid out in the same manner that it was paid to Insular Health Care. That is, if the product was purchased with a credit card, the refund will be credited to the credit card with the same card number. Insular Health Care reserves the right to require documentation and proof that will prevent the fraudulent return of the product.

7. If payment was by means other than by credit or debit card, refund shall be given in the form of a company check paid to the Purchaser and sent via courier to the Purchaser’s mailing address. iCare shall not issue any refunds in cash, regardless of the amount.

8. Notwithstanding #8 above, if an Official Receipt was issued, the check will be paid to the same name as shown on the receipt.