Refund & Returns Policy

A licensed pharmacy cannot return dispensed medicine to saleable stock. Once a carton has left our custody we can no longer vouch for how it was stored — temperature, humidity, tampering — and putting it back on a shelf would transfer that unknown to the next patient.

So this policy is built on refund and reshipment instead of physical returns. In almost every case we resolve a problem from a photograph and your batch number, and you do not have to post anything back.

If tracking stops moving or the estimated window passes without delivery, tell us. We raise it with the carrier and, once the parcel is confirmed lost or the trace runs cold, we reship the order or refund it in full — your choice, including the original shipping.

We do not require you to pursue the carrier yourself, and we do not hide behind a tracking status that says "in transit" for six weeks.

Photograph the outer parcel, the carton, and the batch number and expiry printed on it, and email them with your order number within 30 days of delivery. That batch number is what lets us trace the item to a production run and hold the rest of it if necessary.

Confirmed damage, a wrong item, a wrong strength, a short count, or medicine that arrives past its expiry date is resolved by reshipment of the correct item at our cost or a full refund, without a physical return.

If your parcel is seized, refused or destroyed by a customs authority, send us whatever notice you received. We reship the order or refund it in full — including shipping — whichever you prefer.

We carry that cost deliberately. It is the reason we can afford to publish an honest warning about a strict destination before you pay, rather than discovering the problem together afterwards.

Once dispatched, an order cannot be recalled, and unsealed or opened medicine cannot be refunded. Sealed cartons that have not yet been delivered can sometimes be intercepted — tell us immediately and we will try, without promising an outcome we do not control.

If you have received something you no longer need, contact us anyway. We would rather look at the specific case than have you keep medicine you will not take because the policy page said no.

Email support@indogenmed.org with your order number, what went wrong, and photographs where relevant. We acknowledge within one working day and aim to decide within three, telling you what we concluded and why.

Approved refunds return to the original payment method within 5 to 7 working days. We cannot redirect a refund to a different card or account. Where a coupon was used, the refund reflects the amount actually paid.