Return & refund policy

Medicines are not ordinary goods. This policy follows Indian pharmacy practice: what has left the counter generally cannot be resold.

What can be returned

You may return an item, and the pharmacy must replace it or refund you, if: it is the wrong medicine or wrong strength; it is damaged, leaking or tampered with; it is expired or too close to expiry; or the quantity is short.

Raise it with the pharmacy within 48 hours of receiving the order, with the bill and a photograph of the item and its batch/expiry.

What cannot be returned

Medicines that were correctly supplied but are no longer wanted; cold-chain products such as insulin and vaccines once they have left the pharmacy; opened or partly used packs; and any medicine whose seal or strip has been broken. This is a safety rule, not a commercial one — a returned medicine cannot be verified as having been stored correctly.

Refunds

Because payment is made directly to the pharmacy, the refund is also made by the pharmacy, by the same method you paid. It should reach you within 7 working days of the return being accepted.

Order cancelled or rejected

A pharmacy may reject an order — stock ran out, or a required prescription was not provided. If you had already paid, the pharmacy must refund you in full.

If the pharmacy does not cooperate

Raise a complaint through Help & complaints. We take up the matter with the pharmacy. Pharmacies that ignore legitimate refund claims are warned, then suspended, then removed from the platform.