Refund, Return & Cancellation Policy
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 When IndogenMed Will Offer a Full Refund
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. You must report this 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, you are advised to refuse delivery. If you accept the parcel,
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 time may vary).
- Wallets/UPI: 24–48 hours from initiation.
1.3 Requesting a Refund
To request a refund, contact us at support@indogenmed.org 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)
Indogenmed will verify refund requests within 3 working days. If valid, the refund will be
processed as per the timelines above. If product collection is required, please pack the medicines securely in the original packaging. Indogenmed will bear return shipping costs only for approved cases.
2. Return Policy
2.1 When Returns May Be Accepted
Returns may be accepted under the following conditions:
- Wrong Medicines Delivered: If the medicines differ from what was ordered (wrong product,
strength, or quantity). You must report this within 3 days of delivery. Medicines must be
unopened and in their original condition. - Expired Medicines Delivered: As per the Refund Policy above.
- 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 on the medicines 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, opened, 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 Cancellation by Customer
Indogenmed will offer a full refund under the following conditions:
- 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 on the Website/App or email us at support@indogenmed.org
- If the order is prepaid and cancelled before shipment, a full refund will be processed as per the refund
timelines in Section 1.2.
3.2 Cancellation by Indogenmed
We reserve the right to cancel an order in the following situations:
- 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 of such cancellations. In the case of prepaid orders, the amount will be refunded in full as per the refund timelines.
4. Dispute Resolution
Any disputes arising under this policy will be subject to the jurisdiction of the competent 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 of the page. 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, you can reach us at:
- Email: support@indogenmed.org
- Customer Care: +91-9560209793
Common FAQs – Returns & Refunds
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: 7–10 working days
UPI/Wallet: 24–48 hours
Actual timelines depend on your payment provider’s processing time.
6. How do I request a return or refund?
To request a return or refund, email
support@indogenmed.org 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 our Terms & Conditions and Privacy Policy available on the Indogenmed website.