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 cancelled from the ‘Order Details’ screen on the PharmAssist website/ app (‘Platform’) before it is marked as “Out for Delivery”. Else, you can refuse it at the time of delivery and a refund will be processed as per the Refund Policy.

B. Return Policy

1. What is the time period for return of orders

1.1 Medicine Orders

We have product specific return policy. The return window ranges from 0-30 days from the date of delivery. The information regarding the return policy can be found on the product page. Please check the return policy before placing any order.

1.2  Healthcare Products

All the healthcare products ordered from the Platform can be returned within 2 days from the date of delivery.

2. Which Products are not eligible for Returns?

2.1 Products Not Eligible for Return- As per terms offered by all the sellers on the Platform, the products shall not be eligible for a return under the following circumstances-

If the item has been opened, partially used or disfigured. The user is strongly advised to check the package carefully at the time of acceptance of products by the user from the user’s delivery agent;

If the product has been tampered with;

If the product packaging and/or packaging box and/or packaging seal has been tampered with. The user is strongly advised to check the package carefully at the time of acceptance of products by the user from the user’s delivery agent and it is emphasized that the user should not accept the order if the package appears to be tampered;

If it is mentioned on the product detail page that the product is non-returnable;

Any accessories/freebies supplied with the product are missing;

If the product does not have serial number / UPC number/ barcode affixed, which was present at the time of acceptance of products by the user from the user’s delivery agent;

Any damage/defect which is not covered under the manufacturer's warranty;

The product is without original packing and accessories/freebies;

If the product is damaged due to misuse;

Products related to personal care, baby care, food & nutrition, healthcare devices, covid essential products including but not limited to masks and gloves, sexual wellness products including but not limited to condoms, pregnancy/fertility kits, any other products such as but not limited to diapers, health drinks, health supplements, glucometers, glucometer strips/lancets, health monitors, etc. Additionally, we do not take return of certain items such as sexual wellness products, diapers, etc. However, the Company shall accept return if aforementioned products are defective, deficient or spurious or not of the characteristics or features as advertised or if they are delivered late.

3. Additional Note –

3.1 Items marked as "Non-Returnable" on the product detail page or items whose return window has expired cannot be returned. If such an item is indeed returned along with another returnable item, PharmAssist 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:

Go to My Orders;

Select the respective order and click on ‘RETURN’;

Check to see if the product/s that you wish to return are returnable and have an active return window;

Select the item you wish to return with quantity and reason for return.

4.3 After your return request is processed, we will pick up the return items as per the following timelines:

For Local Cities*: Within 24-48 hours from the time of approval of return request.

For Other Cities: Between 4-5 business days from the time of approval of 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 finalised 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:

For Local Cities*: 48 hours from the time of pick up from your location.

For Other Cities: 8-10 business days from the date of pick up from your location.

1.3 The amount is expected to reflect in your account after completion of verification from the seller as per the following timelines:

1.4 You understand and acknowledge that we reserve the rights to claim back any refund that has been processed by us as a result of fraudulent activities such as return of wrong products or wrong quantity of the products.

D. Shipping Policy

1.Following are the delivery charges at www.pharmassist.in, which are based on the order value and the delivery chargers quoted below are applicable to all orders at www.pharmassist.in​

Order Value between Rs 1 - Rs. 500, Delivery Charge = Rs. 75

Order Value between Rs 501 - Rs. 750, Delivery Charge = Rs. 50

Order Value between Rs 751 - Rs. 1000, Delivery Charge = Rs. 25​

Order Value over Rs. 1000 FREE Shipping

Note: Delivery charges quoted above is valid on all orders of www.pharmassist.in and also additional charges maybe be charged.​

2.The Company reserves the right to modify/alter the delivery charges by providing the same on the Website/App which shall be considered as valid and agreed communication.

3.Delivery times may vary depending on several factors, including but not limited to delivery location, type of product You order and availability of the product.

4. The orders for the user are shipped through registered domestic courier companies and/or speed post only. Orders are shipped within 4 days from the date of the order and/or payment or as per the delivery date agreed at the time of order confirmation and delivering of the shipment, subject to courier company post office norms. Platform Owner shall not be liable for any delay in delivery by the courier company postal authority. Delivery of all orders will be made to the address provided by the buyer at the time of purchase. Delivery of our services will be confirmed on your email ID as specified at the time of registration. If there are any shipping cost(s) levied by the seller or the Platform Owner (as the case be), the same is not refundable.