Refunds & cancellation.
How to cancel an order, when we'll replace or refund an item, and how refunds are processed.
Medicines are different
For patient safety, medicines that have left our counter cannot be put back into saleable stock. Returns are therefore limited to the specific situations below — this is standard practice for licensed pharmacies in India.
01 Cancelling an order
You can cancel an order free of charge any time before it is dispensed or dispatched, from the app or by calling your branch. Once an order has been dispensed and handed to a delivery runner, it can no longer be cancelled — but the situations in section 2 may still apply.
We may also cancel an order — and refund you in full — if a prescription cannot be verified, if an item is unavailable, or if the delivery address falls outside a serviceable area.
02 When we will replace or refund
Please check your order when you receive it. We will replace the item or refund you if:
- the item is damaged or the seal/packaging is broken;
- you were given the wrong item or the wrong strength or pack size;
- the item is expired, or too close to expiry to complete your course;
- an item you paid for is missing from the order.
Report it within 24 hours of receiving the order, with your order number and a photo of the item and its batch/expiry panel. Keep the item in its original packaging.
03 What we cannot take back
- Medicines that are correct, undamaged and in date, once they have left the counter.
- Items stored outside their required conditions after delivery — for example refrigerated products left unrefrigerated.
- Products with broken seals or partly used packs, where the item was supplied correctly.
- Orders reported after the 24-hour window, except where the law requires otherwise.
04 How refunds are paid
Approved refunds go back to the original payment method. Once approved, refunds are processed within 30 days; your bank or card issuer may take a few days more to show it. Cash-on-delivery orders are refunded by UPI or bank transfer to an account in your name.
Where only part of an order is affected, we refund only the affected items plus any delivery charge attributable to them.
05 How to raise a request
Contact us with your order number and a short description. The fastest route is your branch or the app; you can also email [email protected]. If you are not satisfied with the outcome, escalate through our grievance redressal process.
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