Refund & Cancellation Policy
Thank you for using our platform. We strive to offer a seamless and trustworthy experience for both customers and pharmacy partners. This Refund and Cancellation Policy outlines the terms under which order cancellations, returns, and refunds are processed on our platform.
1. Order Cancellation
1.1 Before Pharmacy Confirmation
- You may cancel your order at any time before the pharmacy has confirmed or accepted the order.
- Cancellations in this phase are automatically accepted and a full refund will be initiated (if payment was already made).
1.2 After Pharmacy Confirmation but Before Dispatch
- Cancellation requests after the order has been accepted by the pharmacy are subject to pharmacy approval.
- If the pharmacy has not yet started preparing or packing the order, they may approve the cancellation.
- If the order has already been packed or is in preparation, the pharmacy may choose to decline the cancellation.
1.3 After Order Dispatch
- Once the order has been dispatched or marked as “Out for Delivery”, cancellation is not allowed.
- In exceptional situations (e.g. incorrect delivery address, long delay), users may raise a cancellation request for review.
2. Returns and Replacements
2.1 Eligible Scenarios for Return
You may be eligible for a return or replacement in the following cases:
- Wrong medicines delivered (items do not match the order).
- Expired or damaged products received.
- Incomplete order (missing items).
- Pharmacy explicitly allows return after user inquiry.
2.2 Return Conditions
- Returns must be initiated within [5 days] from the date of delivery.
- The product must be in its original condition with packaging, labels, and seal intact.
- Certain medicines (especially temperature-sensitive, opened packaging, or prescription-controlled drugs) are not eligible for return, due to safety and legal restrictions.
- For medicines delivered with a valid prescription, a valid reason and return approval are required.
2.3 How to Return
- If eligible, the user may visit the pharmacy directly to return the item.
- Users must present proof of purchase (order ID) and the medicine package while returning.
3. Refunds
3.1 Refund Approval
- Refunds are initiated only after:
- Cancellation is confirmed and approved (if needed).
- Returned items are verified and accepted by the pharmacy.
3.2 Refund Process
- Refunds will be issued to the original payment method used at the time of purchase.
- Refunds are typically processed within 5–7 business days after approval.
- In case of delay beyond 10 business days, please contact our support team with your order reference.
3.3 Non-Refundable Scenarios
- Items returned without pharmacy approval.
- Medicines that are opened, used, or not in their original packaging.
- Items returned after the return period has expired.
- Items falling under non-returnable categories (e.g., insulin, vaccines, Schedule H drugs, etc.)
4. Pharmacy-Specific Policies
Some pharmacies on our platform may have specific return or cancellation rules depending on the nature of medicines, storage requirements, or internal protocols. These rules will be communicated during the order or return process, and will take precedence in case of a conflict with the general policy.
By placing an order on our platform, you agree to this Refund and Cancellation Policy. We reserve the right to amend this policy at any time without prior notice. Changes will be updated on this page.