Refund Policy
Cancellation, Returns, and Refund Policy
A. Cancellation Policy
1. How can I cancel an order?
1.1. Medicines and Healthcare Products:
An order for medicines or healthcare products can be canceled from the ‘Order Details’ screen on the OurMedico website/app (‘Platform’) or by calling our customer care number at 7666100300 before it is marked as “Out for Delivery.” Otherwise, you can refuse it at the time of delivery, and a refund will be processed as per the Refund Policy.
1.2. Diagnostics/Lab Tests:
A diagnostic/lab test can be canceled anytime unless it is marked ‘Sample Collected’ by the third-party phlebotomist. Otherwise, you can refuse sample pick-up at the collection location, and a refund will be processed as per the Refund Policy.
B. Return Policy
1. What is the time period for returning orders?
1.1. Medicine Orders:
We have product-specific return policies. The return window ranges from 0-7 days from the date of delivery. The return policy information can be found on the product page. Please review the return policy before placing an order.
1.2. Healthcare Products:
All healthcare products have specific return and replacement policies. The return/replacement window ranges from 0-10 days from the date of delivery. The return policy information can be found on the product page. Please review the return policy before placing an order.
Note: Currently, the Company is not charging any shipping charges for returns from you.
2. Which products are not eligible for returns?
2.1 Products Not Eligible for Return
As per the return policy offered by all sellers on the Platform, the following products are not eligible for return:
1. Opened, partially used, or disfigured items. Users are strongly advised to inspect the package carefully upon receiving the products from their delivery agent.
2. Tampered products.
3. Products with tampered packaging, packaging boxes, or packaging seals. Users are strongly advised to inspect the package upon receiving the products from their delivery agent and should not accept an order if the package appears tampered.
4. Products explicitly stated as non-returnable on the product detail page.
5. Accessories or freebies supplied with the product that are missing.
6. Products without serial numbers, UPC numbers, or barcodes that were present at the time of delivery.
7. Damage or defects not covered under the manufacturer’s warranty.
8. Products without original packaging and accessories.
9. Products damaged due to misuse.
10. Personal care, baby care, food & nutrition, healthcare devices, COVID-19 essential products, including masks and gloves, sexual wellness products, including condoms, pregnancy/fertility kits, and any other products, such as diapers, health drinks, health supplements, glucometers, glucometer strips/lancets, health monitors, etc. Additionally, we do not accept returns for certain personal care products, diapers, and other items. However, the Company will accept returns for defective, deficient, or spurious products, or products that do not meet the advertised characteristics or features, if they are delivered late.
3. Additional Note
3.1 Items marked as “Non-Returnable” on the product detail page or those whose return window has expired cannot be returned. If such an item is indeed returned along with another returnable item, OurMedico will disallow a refund or return of the “Non-Returnable” product to you when our partner licensed retail pharmacy verifies the returned item(s).
4. How to Return?
4.1 You can raise a return request within the time frame mentioned above by following these simple steps on the Platform:
1. Go to My Orders;
2. Select the respective order and click on ‘RETURN’;
3. Check to see if the product(s) that you wish to return are returnable and have an active return window;
4.1 Select the item you wish to return with quantity and reason for return.
4.2 You can also place a request for return of any product by calling the customer support at 7666100300.
4.3 After your return request is processed, we will pick up the return items as per the following timelines:
1. For Local Cities: Within 24-48 hours from the time of approval of the return request.
2. For Other Cities: Between 4-5 business days from the time of approval of the return request. Please note that this time period may be longer depending on the third-party courier partners’ terms.
4.4 Please keep the return package ready in its original packaging with all the labels intact. You are also requested to keep a copy of the invoice/ bill from the seller handy for verification.
C. Refund Policy
1. When can I expect the amount to be refunded?
1.1 Please note that the refund amount mentioned at the time of return on the Platform is an estimate and will be finalized after completion of verification. Once the pick-up is completed and the product is verified by the seller, a refund of the total amount paid for the products returned by you will be initiated for eligible returns as mentioned above.
1.2 Refund will be initiated only post successful verification of the products by the seller. Please note that the verification process may take:
1. For Local Cities: 48 hours from the time of pickup from your designated location.
2. For Other Cities: 8-10 business days from the date of pickup from your location.
1.3 The amount is anticipated to be credited to your account upon verification from the seller, as per the following timelines:
Method of Payment
• Refund Timeframe (after successful verification from a third-party pharmacy or vendor)
• OurMedico wallet and Cash on Delivery (Note: refunds for cash on delivery orders will be reflected in your OurMedico wallet): 1 business day
• NEFT: 1-3 business days
• Online refund: 7-10 business days, subject to bank turnaround time and RBI guidelines
• Other wallets: 2-3 business days
1.4 You acknowledge and understand that we reserve the right to reclaim any refund processed by us due to fraudulent activities, such as the return of incorrect products or an incorrect quantity of products.
D. Assured Delivery Cashback Eligibility:
1. Kindly note the following criteria for eligibility for Assured Delivery Cashback:
Delivery assurance: Is valid for the date of delivery, not the time of delivery.
Cashback applicability: Is limited to orders with a value exceeding INR 1000/-
Eligibility: Is restricted to select pin codes, and the customer will be notified of their eligibility at the time of placing the order on the checkout page.
Processing time: If eligible, the cashback will be processed within 48 hours of the order’s delivery or completion.
Delay consideration: Orders where the delay is caused by the customer will not be eligible for cashback.
Local Cities include Mumbai, Delhi, Kolkata, Bengaluru, Hyderabad, Chennai, Jaipur, and Ahmedabad.