Legal & policies
Cancellation Policy
When you can cancel, how much you get back, and the point after which a medicine order can no longer be stopped. The short version: free until we pick it, and we will always tell you which side of that line you are on.
- Free cancellation any time before the order is picked and packed.
- Once dispatched, an order cannot be recalled — dispensed medicine cannot be resold.
- We cancel and refund in full ourselves if a prescription cannot be verified or a destination is restricted.
- Refunds go back to the original payment method within 5–7 working days of approval.
A summary for convenience. The numbered sections below are the operative terms.
You may cancel at no cost at any time before your order enters picking. In practice that is a window of roughly 24 to 48 working hours after payment, and longer if we are waiting on a prescription query. Email care@indogenmed.org with your order number, or call the support line, and we confirm the cancellation in writing.
Once cancelled, the full amount — medicine and shipping — is refunded to the original payment method. There is no cancellation fee, no restocking charge and no deduction for a coupon you used.
Once an order has been picked, packed and handed to the carrier it cannot be cancelled or recalled. This is not an administrative preference: a medicine that has left a licensed pharmacy's custody cannot lawfully re-enter saleable stock, because we can no longer vouch for how it was stored.
If you no longer want an order that has already shipped, tell us anyway. It is not a cancellation, but the refund and returns policy may still apply — particularly if the parcel is damaged, wrong, or seized in transit.
We cancel an order ourselves when a prescription cannot be verified after we have tried to reach you, when the molecule is restricted or prohibited at your destination, when a pharmacist raises a clinical concern, when we cannot authenticate the payment, or when a quantity suggests resale rather than personal use.
In every one of those cases you receive a full refund including shipping, and an explanation of which reason applied. We would rather cancel an order and explain why than ship something we cannot stand behind.
You can remove one item from a multi-item order before picking begins; shipping is recalculated for the remaining items and any difference refunded. If the removal changes a multi-pack discount, the recalculated price is shown to you for confirmation before we proceed.
Refunds return to the original payment method — the same card or account that paid. We cannot redirect a refund to a different card, a different person or a bank transfer, because that route is exactly how refund fraud works.
We approve cancellations the same working day where possible. Once approved, the amount is released within 5 to 7 working days; how quickly it appears then depends on your bank, and international card refunds sometimes take a further few days.
Changes to this document. When we change a policy we raise the version number, update the date at the top, and keep the previous version available on request. Material changes affecting an order already placed do not apply retroactively to that order — the version in force on the day you paid is the version that governs it.