Indogenmed

Refund, and Return Policy

This Refund and Return Policy explains the process for refunds and returns for orders placed on the Indogenmed Website. This policy is in addition to your statutory rights under the Consumer Protection Act, 2019, and other applicable laws. Order cancellations are covered separately on our Cancellation Policy page.

1. Refund Policy

1.1 When Indogenmed Will Offer a Full Refund

We may offer a full refund in the following cases, subject to verification:

Defective or Damaged Product After Delivery: If you receive medicines with a manufacturing defect or damage not caused by the customer. Report within 3 days of delivery with photo or video evidence.
Lost in Transit: If the shipment is confirmed lost during transit by the courier partner.
Damaged in Transit: If medicines are significantly damaged during transit. If the packaging is visibly damaged at delivery, do not accept the parcel where possible. If accepted, notify us within 24 hours with photo or video evidence.
Expired Product Delivered: If the medicines supplied are past the expiry date upon receipt.

1.2 Refund Timelines

Once your refund is approved, it will be processed as follows:

Credit/Debit Card or Net Banking: 7–10 working days (bank processing time may vary).
Wallets/UPI: 24 to 48 hours from initiation (provider timelines may vary)

1.3 How to Request a Refund

To request a refund, contact us at [email protected] or raise a request through the Website/App within the applicable timeframe. Please include:

Order details
Reason for refund
Supporting evidence (photos/videos, if applicable)

We aim to review and verify refund requests within 3 business days. If a return pickup is required for verification, you must keep the medicines securely packed in the original packaging until collection. Return shipping costs are borne by Indogenmed only for approved cases.

2. Return Policy

2.1 When Returns May Be Accepted

Returns may be accepted only in the following cases, subject to verification and condition checks:

Wrong Item Delivered: Wrong product, strength, or quantity compared to the invoice. Report within 3 days of delivery. Items must be unopened, unused, and in original condition.
Expired Product Delivered: As stated in the Refund Policy.
Damaged or Defective Product Delivered: As stated in the Refund Policy, within the applicable reporting window.

2.2 Important Conditions for Returns

Returns are not accepted for wrong ordering by the customer or change of mind.
Returns due to a change in prescription are not eligible.
Medicines must be sealed, unopened, unused, and in original packaging with labels and barcodes intact.
The batch number on the returned medicines must match the invoice.
Partially used, opened, or consumed medicines cannot be returned.
Return pickup and reverse logistics are subject to serviceability by location.

2.3 Non-Returnable Medicines

The following are not eligible for return:

Temperature-sensitive or cold-chain medicines
Opened or partially used medicines
Products marked non-returnable on the product page

3. Cancellation Policy

Cancellations are governed by our separate Cancellation Policy page. Please refer to the Cancellation Policy link for eligibility and process. If an order is cancelled under that policy, any eligible refund will be processed in accordance with the refund timelines in Section 1.2 of this policy.

4. Dispute Resolution

Any disputes arising under this policy will be subject to the jurisdiction of the competent courts located in Jaipur, Rajasthan, India.

5. Policy Updates

Indogenmed may update this Refund and Return Policy from time to time. Updates will be posted on this page with the revised Last Updated date. Continued use of the Website after updates constitutes acceptance of the revised policy.

6. Contact Information

For queries regarding refunds, returns, or cancellations, you can reach us at:

Email: [email protected]
Customer Care: +91-9560209793

Common FAQs – Returns & Refunds

1. What is the reporting window for an issue with my order?

Report issues such as wrong, damaged, defective, or expired medicines within 3 days of delivery. For transit damage after acceptance, notify us within 24 hours with evidence.

2. Do you accept returns for non-defective products or wrong orders?

No. Returns are accepted only for wrong item delivered, damaged or defective items, or expired items, subject to conditions.

3. Who pays for return shipping?

Indogenmed covers return shipping only for approved cases. For non-eligible reasons, returns are not accepted.

4. What condition must the product be in to qualify for a return?

Medicines must be sealed, unopened, unused, and in original packaging with labels, barcodes, and invoice. Opened, partially used, or temperature-sensitive products are not eligible.

5. How long does it take to receive my refund?

Email [email protected]
with your order number, the issue, and photos or videos where applicable, within the reporting window.

6. How do I request a return or refund?

To request a return or refund, email [email protected] or place a request through your account on the Website/App within 3 days of delivery. Please include your order details, the reason for the request, and photos/videos of the issue (if applicable).

This policy should be read together with the Terms and Conditions and Privacy Policy available on the Indogenmed Website.