Return & Refund Policy

We strive to ensure you receive quality products every time. If something isn't right with your order, we're here to help with our hassle-free return and refund process.

7 Days Return Window. Free Pickup Service. 7-10 Days Refund Processing.

Return Policy Overview

At drugIndia, we want you to be completely satisfied with your purchase. We understand that sometimes returns may be necessary, and we've designed our return policy to be fair and straightforward while complying with pharmaceutical regulations.

Due to the nature of pharmaceutical products and strict regulatory requirements under the Drugs and Cosmetics Act, 1940, our return policy has specific guidelines to ensure product safety and authenticity.

Return Window: 7 days from the date of delivery Refund Processing: 7-10 business days after return approval

Eligible for Return

You may return products under the following circumstances:

Damaged Products - Products received in damaged condition (broken seals, crushed packaging, visible damage) - Photo/video evidence required at the time of delivery or within 24 hours

Wrong Products - Products different from what you ordered - Incorrect medicine, strength, or quantity delivered

Manufacturing Defects - Products with visible manufacturing defects - Tablets broken, capsules leaked, or packaging compromised

Short Expiry - Products with less than 3 months validity from the date of delivery - We ensure all products have minimum 6 months expiry at dispatch

Quality Issues - Discoloration, unusual odor, or other quality concerns - Report within 48 hours of delivery with supporting evidence

Missing Items - Items listed in invoice but not received in the package - Report within 24 hours of delivery

Not Eligible for Return

The following products cannot be returned due to safety, hygiene, and regulatory reasons:

Opened or Used Products - Medicines that have been opened, unsealed, or partially consumed - Products with tampered packaging or broken seals

Temperature-Sensitive Products - Refrigerated medicines (insulin, vaccines, certain injections) - Products requiring cold chain storage once delivered

Personal Hygiene Products - Surgical items, syringes, needles, bandages once opened - Personal care products that have been used

Products Without Original Packaging - Items returned without original packaging, labels, or batch details - Products without invoice or order reference

Change of Mind - Returns due to change of mind after delivery - Ordering wrong product by mistake (unless unopened and within 48 hours)

Prescription Medicines (Special Conditions) - Prescription medicines can only be returned if damaged, wrong, or defective - Valid prescription medicines in good condition cannot be returned for resale per regulations

Products Past Return Window - Returns requested after 7 days from delivery date - Exceptions only for manufacturing defects discovered later

How to Request a Return

Step 1: Initiate Return Request - Log into your drugIndia account - Go to "My Orders" and select the order - Click "Request Return" and select items to return - Choose return reason and upload supporting photos/videos

Step 2: Return Approval - Our team will review your request within 24-48 hours - You'll receive confirmation via SMS and email - For damaged/wrong items, approval is typically immediate with valid evidence

Step 3: Schedule Pickup - Once approved, schedule a convenient pickup date - Keep products in original packaging - Include all accessories, freebies, and invoice

Step 4: Quality Check - Our team inspects returned products - Verification typically takes 2-3 business days - You'll be notified of acceptance or rejection

Step 5: Refund Processing - Approved returns are processed within 7-10 business days - Refund credited to original payment method

Alternative: Self-Ship Returns - For locations without pickup service, you may self-ship - Ship to our warehouse address (provided in return confirmation) - Use a trackable courier service - Shipping costs reimbursed for eligible returns

Refund Policy

Refund Methods

Original Payment Method - UPI/Net Banking: Refunded within 5-7 business days - Credit/Debit Card: Refunded within 7-10 business days (bank processing time varies) - Wallet: Instant credit to drugIndia wallet

Cash on Delivery (COD) Orders - Refund via bank transfer (NEFT/IMPS) - Provide bank account details when requesting return - Processing time: 7-10 business days after approval

Refund Amount

Full Refund Eligible - Wrong product delivered - Damaged during transit - Manufacturing defect - Short expiry (less than 3 months)

Partial Refund Cases - Minor packaging damage but product intact - Delayed delivery beyond promised date (case-by-case basis)

Non-Refundable - Shipping charges (unless our error) - COD handling fees - Products returned in used/opened condition

Refund Tracking - Track refund status in "My Orders" section - Email notification when refund is initiated - SMS confirmation when refund is completed

Order Cancellation

Before Dispatch - Orders can be cancelled anytime before dispatch - Go to "My Orders", select the order, then "Cancel Order" - Full refund processed within 3-5 business days - No cancellation charges

After Dispatch - Orders cannot be cancelled once shipped - You may refuse delivery (applicable charges may apply) - Or accept delivery and initiate return

Cancellation by drugIndia

We may cancel orders in the following situations: - Product out of stock after order placement - Pricing or product information errors - Suspected fraudulent orders - Invalid or expired prescription for scheduled medicines - Delivery location not serviceable

In case of cancellation by us: - Full refund processed automatically - No charges deducted - Email/SMS notification with reason

Partial Cancellation - You can cancel specific items from multi-item orders (before dispatch) - Remaining items will be shipped as usual - Refund for cancelled items processed separately

Special Cases & Exceptions

Prescription Order Returns - Prescription medicines require additional verification - Original prescription must be returned with the product - Only damaged, wrong, or defective items eligible - Controlled substances have stricter return policies

Bulk Orders - Orders above ₹10,000 may have modified return policies - Contact customer support before placing bulk orders - Corporate/institutional orders have separate terms

Promotional & Discounted Items - Products purchased during sales/promotions follow standard return policy - Refund amount will be the actual amount paid (after discount) - Free items must be returned along with main product

Damaged During Return Transit - Ensure proper packaging when returning products - We are not responsible for damage during self-ship returns - Use bubble wrap and secure packaging

Disputes & Escalations

If you disagree with a return decision: - Reply to the return status email with additional details - Our team will re-evaluate within 48 hours - Escalate to grievance@drugindia.com if unresolved - Final decision communicated within 7 days

Need Help with Returns?

Our customer support team is available to assist you with any return or refund queries. Contact Support via our Contact page or WhatsApp us at +91 93119 22135.

This Return & Refund Policy is part of our Terms of Service. By placing an order on drugIndia, you agree to these terms.