Cancellation, Returns and Refund Policy

Medicine Orders

An order can be cancelled from the ‘Order details’ screen on the Company’s Website or digital platform. You can also refuse to accept the order, at the time of handing over of the products that are brought to you by the Agent and the Agent shall at no cost return the products and / or services that have been ordered by you from the Third Party Pharmacy, and a refund will be processed into the payment source, in the event the order amount was paid online or in any manner prior to accepting these products and / or services.

Healthcare Products

An order can be cancelled by getting in touch with our Customer Care team before the shipment is handed over to your logistics agent. You can also refuse to accept the order, at the time of handing over of the products that are brought to you by the User’s Agent and the User’s Agent shall at no cost return the products and / or services that have been ordered by you from the Third Party Pharmacy or Third Party, and a refund will be processed into the payment source, in the event the order amount was paid online or in any manner prior to accepting these products and / or services.

Return Policy

Madycal offers a flexible return policy for items ordered using the Company’s Website and / or digital platform Under this policy, each item purchased by the User will have a returnable window which can vary anywhere between 0 to 30 days, post acceptance of the products / services that are handed over by the User’s Agent to the User, depending on the product and / or service ordered by the User. The return window will be updated regularly and listed in the product details section and in the returns section of the order, once products / services that are handed over by the User’s Agent to the User, depending on the product and / or service ordered by the User, depending on the terms offered by the Third- Party Pharmacy and/or third party vendor .

As per terms offered by all the Third-Party Pharmacies and/or any other third party vendor on the Platform. The items shall not be eligible for a return under the following circumstances:

1.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 Agent.

2.If the item is a consumable item.

3.If the item’s / packaging/ box/ 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 Agent and it is emphasized that the User should not accept the order if the package appears to be tampered.

4.If it is mentioned on the product detail page that the item is non-returnable

5.If the return window for any or all items in an order has expired.

6.Any accessories supplied with the item(s) are missing.

7.If the item does not have the original serial number / UPC number / barcode affixed, which was present at the time of acceptance of products by the User from the User’s Agent.

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

9.If the item is damaged due to visible misuse.

10.Items related to baby care, food & nutrition, healthcare devices and sexual wellness such as but not limited to diapers, health drinks, health supplements, glucometers, glucometer strips/lancets, health monitors, condoms, pregnancy/fertility kits, etc.

Return Process: You can raise a request to return any items with these simple steps:

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 a valid return-by date.

4.Select the item with quantity and reason for return

We will pick up the returnable items within 2 - 4 days from the date of request. Please keep the return package ready in its original packaging. You are also requested to keep a copy of the invoice/ bill from the partner licensed retail pharmacy handy for verification.

Special Note -

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, Madycal will disallow a refund or return of the “Non-Returnable” product to you when our partner licensed retail pharmacy verifies the returned item(s).

Refund Policy

Once the refund has been initiated for eligible returns as mentioned above, the amount is expected to reflect in your account as per the following timelines:

1.Madycal wallet: Same day;

2.NEFT: 1-3 business days post refund initiation;

3.Online refund: 7-10 business days post refund initiation subject to the bank turnaround time and RBI Guidelines.

4.PhonePe and other wallets: 2-3 business days post refund initiation.

*The MRP mentioned at the time of return is without discount and total amount to be refunded listed is an estimate. Total amount paid by You for the medicine(s) will be refunded once pick up is completed and verified by the third-party licensed Retail Pharmacies.