Return, Refund & Cancellation Policy

Last updated: 12 August 2026

This Return, Refund and Cancellation Policy (“Policy”) explains how MedsNMore (“we”, “us”, “our”) handles cancellations before dispatch, returns after delivery, replacements, and refunds for orders placed on our website, mobile site, or related digital channels in India. It applies to medicines, over-the-counter (OTC) products, wellness items, healthcare devices, and other goods offered through MedsNMore, subject to applicable Indian law and the terms of this Policy.

MedsNMore is committed to supplying genuine products in proper condition. Because pharmaceuticals and health products involve patient safety, storage integrity, and regulatory constraints, return and refund rights for medicines differ from those for ordinary consumer goods. Please read this Policy carefully before you place an order. By ordering from MedsNMore, you agree to these terms, together with our Terms of Use and other published policies.

Important: This document is provided for customer information and operational clarity. It is not legal advice. MedsNMore may update this Policy from time to time. Material changes will be reflected by revising the “Last updated” date above. We recommend that this Policy be reviewed by qualified legal counsel before final commercial reliance, particularly with respect to applicable drugs and cosmetics rules, consumer protection requirements, and pharmacy licensing obligations in India.

1. Overview and guiding principles

We work to fulfil each order accurately and to deliver products without damage. We strongly recommend that you inspect outer packaging and visible product condition at the time of delivery. If the outer carton is torn, wet, tampered with, or otherwise compromised, you may refuse delivery and notify our support team promptly so we can investigate and arrange a suitable remedy.

A “return” means returning an eligible product to MedsNMore (or our authorised logistics partner) after delivery, typically so that we can issue a refund or, where offered, a replacement. A “cancellation” means stopping an order before it is dispatched. A “refund” means returning money (or wallet credit, where applicable) for an eligible cancellation, return, or service failure, after verification.

Not every product is returnable. Prescription medicines, temperature-sensitive (cold-chain) items, opened packs, and several personal-care or hygiene categories are subject to stricter rules. Eligibility depends on product type, condition, reason for the request, and the reporting window stated in this Policy.

2. Eligibility windows

Time limits are counted from the date of successful delivery to the address you provided (or from the date of order confirmation for pre-dispatch cancellations). Requests raised after the applicable window may be declined, except where MedsNMore expressly agrees otherwise or where a longer period is required by mandatory law.

2.1 Standard reporting window

For most eligible products (excluding cold-chain and other specially marked categories), you should raise a return or issue report within seven (7) calendar days of delivery if you received a wrong item, a damaged item, a missing item relative to your invoice, or an expired / near-expiry product as defined below.

2.2 Cold-chain and temperature-sensitive products

Products that require refrigeration or controlled temperature (for example, certain vials, vaccines, insulin pens/penfills, and other specialty medicines marked for cold storage) have a shorter reporting window of three (3) calendar days from delivery. These products are generally non-returnable once accepted in good condition. If you believe a cold-chain item arrived warm, damaged, or incorrect, contact us within this shorter window and retain the product and packaging for verification instructions.

2.3 Near-expiry definition

For the purposes of this Policy, a product may be treated as “near expiry” if the remaining shelf life at delivery is less than three (3) months, or if the product is already past its printed expiry date. Near-expiry or expired products that were incorrectly supplied may be eligible for return or refund subject to verification. Products that were correctly supplied with adequate remaining shelf life as displayed or reasonably expected at the time of order are not returnable merely because you later decide not to use them before expiry.

2.4 Check-at-delivery recommendation

Where the delivery partner allows, please verify the number of packages, invoice details, and obvious damage before accepting. Refusal of a visibly damaged shipment at the doorstep helps us resolve the matter faster. If damage is discovered only after opening the outer carton, photograph the packaging and product and contact us within the applicable window.

3. When returns are typically eligible

Subject to Section 4 (non-returnable categories) and verification by MedsNMore, returns or refunds may be considered in the following situations:

• You received a product different from what was ordered or billed (wrong item / wrong strength / wrong pack size).
• The product arrived damaged, broken, leaking, or with compromised primary packaging attributable to transit or fulfilment error.
• The product is expired or near expiry as defined in this Policy and should not have been dispatched.
• Items listed on the invoice are missing from the delivered package.
• A quality or authenticity concern is raised in good faith and, after review, MedsNMore determines that a remedy is appropriate.

Eligibility also generally requires that:

• The request is raised within the applicable reporting window.
• Batch details (where available) and invoice details match the product you propose to return.
• Medicines and sealed products remain unused and, where required, in original manufacturer packaging with labels intact.
• Opened medicine strips, bottles, vials, or blister packs are not presented for return except where MedsNMore specifically instructs otherwise after confirming a fulfilment error (for example, wrong medicine supplied).

4. Non-returnable categories (MedsNMore policy)

To protect patient safety and prevent misuse or contamination, the following are typically not eligible for return or exchange once delivered in acceptable condition. Product pages may also carry a “non-returnable” note; that note forms part of this Policy for the relevant SKU.

• Opened medicines: Any medicine strip, bottle, tube, vial, ampoule, or pack that has been opened, partially consumed, or shows evidence of use, tampering, or broken seals (except limited cases of confirmed wrong-item supply handled at MedsNMore’s discretion).
• Temperature-sensitive / cold-chain products: Items requiring cold storage or specialty handling, including many injections, vaccines, penfills, and marked specialty medicines, once accepted without timely defect reporting.
• Prescription medicines (change of mind): Schedule H, H1, X, and other prescription-only medicines are not returnable because you changed your mind, ordered the wrong quantity, or no longer need the medicine after a valid prescription was fulfilled (see Section 5).
• Personal care and hygiene (opened or used): Opened or used oral care, feminine hygiene, shaving/hair-removal products, skin-care items opened after delivery, and similar hygiene goods.
• Sexual wellness: Condoms, lubricants, fertility or pregnancy kits, and related products, except where MedsNMore confirms a wrong or damaged sealed supply.
• Baby care consumables: Opened diapers, feeding nipples, wipes warmers after use, and similar hygiene or feeding accessories once unsealed.
• Food, nutrition, and many supplements: Opened health drinks, infant foods, vitamins, mineral supplements, ayurvedic or herbal consumables, and similar items, unless MedsNMore confirms damage, expiry error, or wrong product in sealed condition.
• Healthcare devices with hygiene or calibration sensitivity: Certain lancets, opened test strips, surgical disposables, and devices marked non-returnable. Manufacturer warranty (if any) may still apply separately for eligible devices.
• Custom, special-order, or bulk institutional supplies marked as non-returnable at checkout or on the invoice.

If a non-returnable category item arrives damaged, incorrect, or expired, do not assume it cannot be remedied. Contact customer care within the reporting window with photographs. After verification, MedsNMore may offer a refund or other remedy even where a physical return is restricted for safety reasons.

5. Prescription medicines — special rules

Sale and supply of prescription medicines on MedsNMore are subject to a valid prescription from a registered medical practitioner, pharmacist review where applicable, and prevailing Indian regulatory requirements. Prescription fulfilment is not a “try before you buy” service.

• No return for change of mind: Once a prescription medicine is correctly dispensed and delivered as ordered, it cannot be returned because therapy plans changed, symptoms improved, or you prefer a different brand or salt, unless a separate MedsNMore error is established.
• Wrong medicine or strength: If we supplied a medicine that does not match the approved prescription or your confirmed order, raise a request immediately within the standard window. Do not consume the incorrect medicine. Follow our instructions for safe return or disposal and refund/replacement processing.
• Prescription updates after dispatch: If your doctor changes the prescription after the order has already been packed or shipped, cancellation or return is not automatic. Contact us as soon as possible; we will advise whether a pre-delivery stop is still possible. Post-delivery returns for doctor-directed changes are considered only in exceptional cases and may require documentation.
• Patient safety: We may decline to re-stock returned prescription packs that cannot be verified as unused and intact. In such cases, any remedy (if offered) is at MedsNMore’s discretion after review.

6. Cancellations before dispatch

6.1 Customer-initiated cancellation

You may cancel an order (in whole or in part, where the system allows item-level cancellation) until MedsNMore marks the order as shipped / dispatched. Once the order is handed to the courier or otherwise marked shipped, customer cancellation is generally not available. In that case, you must wait for delivery and, if eligible, use the return process under this Policy.

How to cancel: use the order details page in your MedsNMore account, or contact support with your order ID before dispatch. No cancellation fee is charged when you cancel in accordance with this Policy before shipment.

6.2 MedsNMore-initiated cancellation

We may cancel an order before or after acceptance if, for example:

• The product is unavailable or the ordered quantity cannot be fulfilled from licensed supply.
• Pricing, description, or inventory information contains a clear error.
• Prescription validation fails, is incomplete, or raises a clinical or regulatory concern.
• Payment authorisation fails, or a transaction is flagged for suspected fraud or misuse.
• The order appears to be a bulk or unusual order that we are unable to service under our policies.
• Delivery to the stated address is not feasible within our serviceable geography.

If we cancel after you have been charged, we will initiate a refund of the amount paid for the cancelled portion in accordance with Section 8. We will attempt to notify you by SMS, email, WhatsApp, or in-app message using the contact details on your account.

7. Replacements

Where MedsNMore confirms that an eligible product was wrong, damaged, missing, or expired/near-expiry due to our fulfilment error, we may offer either:

• a replacement of the same or equivalent product (subject to stock, prescription rules, and cold-chain feasibility); or
• a refund of the product amount (and proportional shipping charges only where the entire order fails or as otherwise stated at checkout).

Replacements are not guaranteed for every category. Cold-chain items, specialty medicines, and devices may be refund-only after verification. If you prefer a refund instead of a replacement, tell us when you raise the request. MedsNMore’s decision after review of evidence and product condition is final under this Policy, without prejudice to rights you may have under mandatory consumer law.

8. Refund timelines and methods

Refunds are processed only after MedsNMore verifies the claim. Where a reverse pickup is required, verification ordinarily completes after we (or our partner) receive and inspect the returned goods. In limited cases—such as confirmed missing items or unsafe-to-return products—we may refund without a pickup.

8.1 Typical initiation timeline

After a return is approved and (if applicable) the product is received and verified, MedsNMore aims to initiate the refund within a reasonable period, and in any event typically within seven (7) to fourteen (14) business days of completed verification. Complex investigations (for example, authenticity or cold-chain disputes) may take longer; we will communicate if additional time is needed. As a backstop for reverse-pickup cases, refund completion is generally targeted within thirty (30) days from the date of successful reverse pickup, subject to banking timelines.

8.2 Mode of refund

• UPI / cards / net banking / prepaid wallets used at checkout: Refund to the original payment instrument where the payment gateway supports it. Bank or wallet display may take additional 5–10 business days after initiation.
• MedsNMore wallet / store credit (if enabled on your account): Credit may reflect sooner, often within 24–48 hours of initiation.
• Cash on Delivery (COD): No cash refund at the door. Eligible COD refunds are paid by NEFT/IMPS (or equivalent) to a bank account in the customer’s name. You must provide account holder name, account number, and IFSC. Refunds are not sent to third-party accounts.
• Partial orders: Only the amount corresponding to cancelled, missing, or approved returned items is refunded, along with any promotional adjustment that MedsNMore determines must be clawed back if the remaining order no longer meets offer conditions.

Shipping charges, packaging fees, and convenience fees (if any) are refundable only when MedsNMore cancels the order, fails to deliver, or the entire order is returned due to our error. They are generally not refunded for partial returns initiated solely at the customer’s request where the rest of the order was correctly fulfilled.

MedsNMore is not responsible for delays caused by banks, UPI apps, card networks, incomplete customer bank details, or force majeure events. Always verify that the name on your MedsNMore account matches the refund bank account for COD cases.

9. Damaged, expired, wrong, or missing items — process

1. Do not use a product you believe is wrong, damaged, expired, or unsafe. Keep all packaging, invoice, and cold-pack materials if applicable.
2. Document: Take clear photographs or a short video showing the outer carton, invoice/label, product name/strength, batch and expiry (if printed), and the defect or mismatch.
3. Raise a request within the applicable window (Section 2) via the channels in Section 10.
4. Verification: Our team reviews your claim, typically within about seventy-two (72) business hours of receiving complete information. We may ask follow-up questions or request additional images.
5. Reverse pickup: If approved and a return is required, we schedule pickup where serviceable. Please pack the product in the original manufacturer packaging where possible and keep it ready. Pickup may take several working days depending on location.
6. Resolution: After verification (and receipt, if pickup occurred), we process replacement and/or refund as applicable and notify you.

Refusal to provide reasonable evidence, returning a different product, or submitting a claim after the window may result in denial. Suspected misuse of the return process may lead to account restrictions in addition to claim rejection.

10. How to raise a cancellation, return, or refund request

Please keep your order ID, registered mobile number/email, and delivery date ready.

• Account: Log in to MedsNMore → My Orders → select the order → choose help/return or cancellation (as available for that order status).
• Email: hello@medsnmore.in with subject line including your order ID (for example, “Return request – Order #12345”).
• Phone: 1800-000-000 (toll-free / call-to-order line as published on the site).
• WhatsApp: Use the WhatsApp support number published on MedsNMore for order assistance.

Include: order ID, product name(s), quantity, reason for request, and photos where relevant. Incomplete requests may delay verification. Raising a request does not by itself guarantee approval; approval follows eligibility checks under this Policy.

11. Exceptions and special situations

• Doctor-directed therapy change or patient demise: We understand sensitive situations may arise after medicines are ordered. Please contact support promptly with relevant information. Any goodwill refund or pickup is exceptional, documented case-by-case, and not an entitlement for routine change-of-mind returns of correctly supplied prescription medicines.
• Partial consumption: Partially used packs are generally ineligible. If the wrong medicine was supplied and any dose was taken before the error was noticed, seek medical advice immediately and inform MedsNMore; we will handle the commercial remedy separately from clinical advice (we do not provide medical treatment).
• Promotional freebies: Free items tied to an offer are usually non-returnable alone; if the parent paid item is returned, freebies may need to be returned or their value adjusted.
• Serviceable geography: Reverse pickup may not be available in every pin code. Where pickup is unavailable, we may provide alternate return instructions or resolve by refund-only after photo verification.
• Manufacturer warranty: For certain devices, defects after successful delivery may be directed to the manufacturer’s warranty process. MedsNMore will guide you where possible but is not the warrantor unless stated on the product page.
• Force majeure: Delays or inability to arrange pickup due to natural events, strikes, epidemics, network failures, or government restrictions do not automatically create additional refund rights beyond what this Policy and law require.

12. Customer responsibilities

You agree to provide accurate delivery and contact information; upload clear prescriptions when required; store medicines as labelled after delivery; not return products in a manner that creates contamination or regulatory risk; and use the return process honestly. MedsNMore may refuse requests that appear fraudulent, abusive, or inconsistent with invoice and batch records.

13. Policy updates and relationship with other terms

This Policy forms part of your agreement with MedsNMore for purchases on our platform. If there is a conflict between a product-page non-returnable notice and a general statement in this Policy, the more specific product-page notice prevails for that item. Our Terms of Use, Privacy Policy, and Shipping Policy continue to apply. Mandatory rights under applicable Indian consumer protection law are not excluded where they cannot lawfully be limited.

14. Contact

For cancellations, returns, refunds, or questions about this Policy:

• Brand: MedsNMore (online pharmacy services in India)
• Email: hello@medsnmore.in
• Phone: 1800-000-000
• Website: use the Support links and order help options on MedsNMore

We aim to acknowledge support requests promptly and to keep you informed through verification and refund stages.

15. Legal review note

This Policy is a business draft intended to reflect common e-pharmacy return, cancellation, and refund practices in India (including distinct treatment of prescription versus OTC goods, cold-chain constraints, opened packs, and hygiene-sensitive categories). Before relying on it as a binding public legal document, MedsNMore should have it reviewed by counsel familiar with the Drugs and Cosmetics framework, pharmacy licensing, consumer protection, and advertising rules applicable to online medicine sales. Operational teams should align warehouse, courier, and customer-care SOPs with the windows and non-returnable categories stated here.