Cancellation & Refund Policy

1. General Policy

  • Pharmaceutical products are non-returnable and non-exchangeable under normal circumstances due to health and safety concerns.

  • Exchanges are only permitted in specific cases, such as:

    • Receipt of a damaged, defective, or expired product.

    • Receipt of an incorrect product (wrong item or dosage).

  • Exchanges are not allowed for reasons such as:

    • Change of mind.

    • Incorrect ordering by the customer.

    • Products that have been opened, used, or tampered with.

2. Eligibility for Exchange

To be eligible for an exchange, the following conditions must be met:

  • The request for exchange must be raised within 24–48 hours of product delivery.

  • The product must be in its original packaging, unopened, and unused.

  • A valid proof of purchase (order ID/invoice) must be provided.

  • For prescription drugs, a valid prescription must be submitted at the time of exchange.

 

3. Process for Exchange

  • Step 1: Contact our customer support team within 24–48 hours of delivery at [Customer Support Email/Phone Number].

  • Step 2: Provide the following details:

    • Order ID.

    • Product name and batch number.

    • Reason for exchange (e.g., damaged, defective, or incorrect product).

    • Photographs of the product (if applicable).

  • Step 3: Our team will verify the request and initiate the exchange process if eligible.

  • Step 4: The replacement product will be dispatched once the returned product is received and inspected.

 

4. Conditions for Exchange

  • Damaged/Defective Products: If the product is damaged or defective, we will arrange for a replacement at no additional cost.

  • Incorrect Product: If you receive an incorrect product, we will replace it with the correct item.

  • Expired Products: If you receive an expired product, we will replace it with a valid product and report the issue to the relevant authorities.

 

5. Non-Eligible Products

The following products are not eligible for exchange:

  • Prescription drugs without a valid prescription.

  • Products that have been opened, used, or tampered with.

  • Products damaged due to misuse or improper storage by the customer.

 

6. Regulatory Compliance

  • All pharmaceutical products sold on our platform are sourced from licensed sellers and comply with the Drugs and Cosmetics Act, 1940.

  • We adhere to the Consumer Protection Act, 2019, and RBI guidelines for e-commerce transactions to ensure transparency and customer satisfaction.

 

8. Customer Support

For any queries or assistance regarding exchanges, please contact our customer support team:

  • Email: [Insert Email Address]

  • Phone: [Insert Phone Number]

  • Working Hours: [Insert Working Hours]

 

9. Changes to This Policy

We reserve the right to modify this exchange policy at any time. Any changes will be effective immediately upon posting on our website.