Refund and cancellation policy
Contact us about an order or if you are unhappy with the service.
Ask for help
Use your patient portal support ticket or contact us with your order details. Tell us if an item is damaged, wrong or missing, or if you wish to cancel. We review each request and its circumstances.
Cancellation and delivery problems
You can cancel an order until it is shipped, including on the day you pay. We ship an order after the clinician has approved it, so contact us as soon as possible if you want to cancel. If the order has already been shipped, you must send the parcel back to our office unused; your payment is then refunded, less the shipping charges. A delivery exception may be resolved by retrying delivery, updating the address, or cancelling and requesting a refund.
If you refuse a parcel and the order is cancelled, a return shipping deduction of Rs 300 may be applied to the online amount received. The deduction does not apply for damaged or wrong items, a lost parcel or a clinical hold. A deduction may be waived after review.
Refunds
Refund requests are reviewed by our team. Approved refunds are processed through Safepay and recorded after the provider confirms them. The refundable amount depends on the payment received and any applicable deduction.
Refund turnaround: 7 to 14 business days from the date you request the refund.
For complaints, see our complaints process.
If treatment does not suit you, contact the care team for clinical advice. For severe symptoms seek urgent local medical care.