Indogenmed Refund, Return, and Cancellation Policy

Last Updated: September 13, 2025

This Refund, Return, and Cancellation Policy governs the process for refunds, returns, and cancellations of orders placed on the Indogenmed internet-based platform (the “Website”). This policy is in addition to your statutory rights as a consumer under the Consumer Protection Act, 2019, and other applicable laws.

1. Refund Policy

1.1 Indogenmed will offer a full refund under the following conditions:

• Defective Medicines: If you receive medicines with a manufacturing defect or damage not caused by you after delivery. Report within 3 days of receipt with photographic or video evidence.
• Lost or Damaged During Transit: If medicines are lost or significantly damaged during transit. For visibly damaged packaging, refuse delivery. If accepted, notify us within 24 hours with evidence.
• Past Expiry Date: If the medicines supplied are past their expiry date upon receipt.

1.2 Refund Timelines

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

1.3 Requesting a Refund

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

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

Indogenmed will verify refund requests within 3 working days. If valid, the refund will be processed. If product collection is required, pack the medicines securely in the original packaging. Indogenmed will bear return shipping costs only for approved cases.

2. Return Policy

2.1 Returns may be accepted under the following conditions:

• Wrong Medicines Delivered: If the medicines differ from what was ordered (wrong product, strength, or quantity). Report within 3 days. Medicines must be unopened and in their original condition.
• Expired Medicines Delivered: As per Refund Policy.
• Damaged Medicines Delivered: As per the Refund Policy, if reported within the stipulated time.

2.2 Important Conditions for Returns

• Wrong ordering by you does not qualify for a return.
• The batch number must match the invoice.
• Returns due to a change in prescription are not eligible.
• Medicines must be sealed in original packaging with labels, barcodes, and an invoice.
• Partially used or consumed medicines cannot be returned.

2.3 Non-Returnable Medicines

• Temperature-sensitive medicines (e.g., cold chain products)
• Opened or partially used medicines
• Medicines marked “Non-Returnable” on the product page

3. Cancellation Policy

3.1 By Customer

• Orders may be cancelled within 12 hours of placement, if not yet shipped.
• Once shipped, orders cannot be cancelled.
• To cancel, log in to your account or email [email protected].
• If prepaid and cancelled before shipment, a full refund will be processed as per the refund timelines.

3.2 By Indogenmed

We reserve the right to cancel an order if:

• Medicines are unavailable or in limited stock
• Errors in pricing or product information occur
• Bulk or suspicious orders are detected
• An invalid or incomplete delivery address is provided
• The order appears intended for resale or non-personal use
• Fraudulent or unlawful activity is suspected

Customers will be notified. Prepaid amounts will be refunded in full.

4. Dispute Resolution

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

5. Policy Updates

Indogenmed may update this Refund, Return, and Cancellation Policy from time to time. Updates will be posted on the Platform, with the revised “Last Updated” date shown at the top. Continued use of the Platform after updates constitutes acceptance of the revised terms and conditions of the policy.

6. Contact Information

For queries regarding refunds, returns, or cancellations:
Email: [email protected]
Customer Care: +91-9560209793

Common FAQ

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

You must report any issues, such as damaged, defective, wrong, or expired medicines, within 3 days of receiving your order. Issues reported after 3 days are not eligible for return or refund.

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

No. Returns are accepted only for defective, damaged, wrong, or expired medicines. Returns due to wrong ordering, a change in prescription, or a change of mind are not eligible.

3: Who pays for return shipping?

Indogenmed covers the return shipping cost only for approved cases, such as defective, damaged, wrong, or expired products. Return shipping for other reasons is not applicable.

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

Medicines must be unopened, sealed, unused, and in their original packaging with labels, barcodes, and the invoice. Partially used, opened, or temperature-sensitive products cannot be returned.

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

Refunds are issued to your original payment method.

• Card/Netbanking refunds take 7–10 working days.

• UPI/Wallet refunds take 24–48 hours.
  Refund timelines depend on your payment provider.
  
  

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 within 3 days of delivery. Please include order details, reason, and photos/videos of the issue.