At MedXpert Pharmacy ("we", "us", "our"), customer safety and trust come first. Because we sell medicines and healthcare products, our return and refund policy follows pharmacy safety guidelines rather than standard retail return rules. Please read this policy carefully before placing an order.
1. Prescription & Medicine Returns
Once a prescription medicine has been dispensed and delivered, it cannot be returned or exchanged, even if unopened. This is a health and safety requirement — medicines that leave our pharmacy cannot be guaranteed to have been stored correctly, and re-selling returned medicines could put another patient at risk. This policy applies to all allopathic, homeopathic, and ayurvedic medicines.
2. When You CAN Request a Refund or Replacement
We will happily replace the item or issue a full refund if:
- You received a damaged product
- You received the wrong item (different from what you ordered)
- The product was expired or close to expiry at the time of delivery
- The item is missing from your delivered order
Non-medicine items (personal care, FMCG, baby care, etc.) may also be returned only if unopened, unused, and in original packaging, and only for the reasons listed above.
3. Return Window
You must report any issue within 24 hours of delivery. This short window exists because many of our products are health and perishable-sensitive items. Requests made after 24 hours may not be eligible for refund or replacement.
4. How to Request a Refund/Replacement
- Message us on WhatsApp at +91-7822935371 within 24 hours of delivery
- Share your Order ID and clear photos/video of the issue (damaged item, wrong item, etc.)
- Our pharmacist team will verify and confirm the resolution within 24-48 hours
5. Refund Method & Timeline
Approved refunds are processed to the original payment method (UPI/card/net banking via Razorpay) or, for cash-on-delivery orders, via UPI transfer. Refunds typically reflect within 5-7 business days, depending on your bank or payment provider.
6. Non-Returnable Items
- All dispensed/opened prescription and over-the-counter medicines
- Items without original packaging, seals, or labels
- Products purchased more than 24 hours ago
- Personal hygiene and intimate wellness products, once opened
7. Questions?
If anything about your order isn't right, don't hesitate to reach out — we're here 24x7 on WhatsApp and by phone at +91-7822935371, or email medxpert@gmail.com.