Return and Refund Policy

1. Purpose and Scope

At Drug House, we strive to ensure that you are completely satisfied with your purchase. We understand that there may be instances where you need to return a product or seek a refund. This Return and Refund Policy ("Policy") sets out the terms and conditions under which returns, replacements, and refunds are processed for the products purchased on the Drug House platform (website and mobile applications).

By using our Platform and placing an order, you agree to be bound by the terms contained in this Policy. If you do not agree with this Policy, please do not transact on the Platform.

2. Eligibility for Return and Replacement

You may initiate a return or replacement request under the following circumstances:

• Wrong Product Delivered: The product delivered does not match the item in your order confirmation.
• Expired Product: The product delivered is past its expiry date or has an unacceptably short shelf life remaining (e.g., less than 3 months for most medicines, unless otherwise specified).
• Damaged or Defective Product: The product or its packaging is physically damaged, tampered with, or defective upon delivery.
• Missing Items: One or more items from your confirmed order are missing from the delivery package.

Note: In cases of defective or damaged products, we request that you do not consume or use the product. Please take clear photographs of the damage and the invoice for verification purposes.

3. Non-Returnable Products

To ensure the safety of our customers and comply with health regulations, certain categories of products are strictly non-returnable and non-refundable unless they are delivered in a damaged or expired condition. These include, but are not limited to:

• Temperature-Controlled Medicines: Cold chain products such as Insulin, Vaccines, Injections, Vials, and Specialty Drugs.
• Opened or Used Products: Any product where the original factory seal is broken, or the product has been partially used or tampered with by the customer.
• Personal Care & Hygiene: Products such as adult diapers, sanitary napkins, breast pumps, thermometers, and personal grooming items.
• Healthcare Devices: Glucometers, blood pressure monitors, nebulizers, and oxygen cylinders (unless there is a manufacturing defect reported within the warranty period).
• Nutrition and Supplements: Opened protein powders, vitamins, and baby food.

4. Return Window and Timeframes

Return or replacement requests must be raised within the following timeframes from the date of successful delivery:

• Medicines and Pharmaceuticals: Within seven (7) days of delivery.
• Healthcare Devices (for defects): Within seven (7) days of delivery (subsequent issues must be addressed directly with the manufacturer under warranty).
• FMCG and OTC Products: Within two (2) days of delivery.

Requests raised beyond these timeframes will not be entertained by Drug House.

5. Process for Initiating a Return

To initiate a return or replacement, please follow these steps:

1. Log in to your Drug House account via the app or website.
2. Navigate to the "My Orders" section and select the relevant order.
3. Click on "Return/Replace" next to the eligible item.
4. Select the reason for the return from the dropdown menu and provide a brief explanation.
5. Upload clear images of the product, showcasing the defect, damage, or discrepancy, along with an image of the invoice and the batch number/expiry date on the packaging.
6. Submit the request. Our Customer Support team will review your request within 24-48 hours.

Upon approval, we will arrange for a reverse pickup of the item. Please ensure the product is securely packed in its original packaging, complete with all accessories, freebies, and the original invoice. If our logistics partner does not offer reverse pickup in your area, you may be asked to ship the product back to our designated facility, and we will reimburse reasonable standard shipping charges.

6. Verification and Quality Check

Once the returned product reaches our fulfillment center, it will undergo a rigorous quality check to verify the claim. We reserve the right to reject the return request if:

• The product does not match the details provided in the return request.
• The product is missing its original packaging, labels, or accessories.
• The damage or defect is found to be caused by customer mishandling.

If the return is rejected, the product will be shipped back to you, and no refund will be processed.

7. Cancellation Policy

7.1 Cancellation by Customer: You can cancel your order directly from the "My Orders" section before it reaches the "Out for Delivery" status. For prepaid orders cancelled successfully, a full refund will be initiated.

7.2 Cancellation by Drug House: We reserve the right to cancel any order for various reasons, including but not limited to:

• Non-availability of the product or insufficient stock.
• Inaccuracies or errors in pricing information.
• Invalid or suspicious prescriptions.
• Non-serviceable delivery locations.

In such cases, any payment made will be fully refunded.

8. Refund Process and Timelines

If your return is approved, or if your order is successfully cancelled, the refund will be processed according to your original mode of payment. The estimated timelines for the refund to reflect in your account are as follows:

Please note that these timelines are indicative and may vary depending on the processing times of the respective banks and payment gateways. Drug House shall not be liable for delays caused by third-party financial institutions.

9. Modifications to the Policy

Drug House reserves the right to amend, modify, or update this Return and Refund Policy at any time without prior notice. Any changes will be effective immediately upon posting on the Platform. We encourage you to review this Policy periodically to stay informed about our procedures.

10. Customer Support

If you have any questions or require assistance with a return or refund, please reach out to our Customer Support team: