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Refund Policy

Last Updated: September 2026

Return, Refund & Cancellation Policy — MedXPlus

At MedXPlus, customer safety, medicine integrity, and reliable service are our top priorities. Because pharmaceutical products require strict handling, temperature control, and hygiene protocols, our return and refund guidelines are structured in compliance with standard pharmacy regulations and consumer protection standards.

Please review the policy below to understand your options regarding order cancellations, returns, and refunds.

1. Order Cancellation

• Before Dispatch: You can cancel an order free of charge at any point before our delivery executive leaves the pharmacy. Simply notify us immediately on WhatsApp (+91 95218 69696) or call our support line.
• After Dispatch: Once an order is out for delivery, cancellations are generally not permitted unless the items delivered do not match your confirmed order or are visibly damaged.

2. Return & Replacement Eligibility

We accept returns or offer immediate replacements within 48 hours of delivery, strictly under the following conditions:

• The delivered medicine/product is expired or near its expiry date (less than 3 months remaining, unless explicitly agreed upon).
• The package or bottle is damaged, cracked, leaking, or the seal is broken upon arrival.
• The product delivered does not match your prescription or the confirmed order summary.
• Items are missing from your ordered package.

Conditions for Return:

• The product must be unused, in its original saleable condition, with its original outer carton, batch number, MRP labels, and tamper-evident seals intact.
• Returns must be accompanied by the original purchase invoice or digital order confirmation.

3. Non-Returnable Items

To protect public health and prevent contamination, the following categories cannot be returned, replaced, or refunded once received by the customer:

• Temperature-Sensitive Products: Cold-chain items such as Insulins, vaccines, specific eye drops, and biological injections.
• Opened or Used Medications: Any bottle, strip, blister pack, or ointment tube with broken seals or missing doses.
• Personal Hygiene & Intimate Care: Diapers, sanitary napkins, maternity care items, sexual wellness products, and wound dressings once opened.
• Special Orders: Specialized imported medications or non-catalog items procured exclusively upon a specific customer request.

4. How to Request a Return or Replacement

1. Notify Us: Within 48 hours of delivery, message our team on WhatsApp at +91 95218 69696 or email support@medxplus.in.
2. Provide Details: Share your order details, a brief description of the issue, and clear photos/videos showing:
   • The outer packaging and invoice.
   • The damaged item, broken seal, or incorrect batch number.
3. Verification & Pickup: Our registered pharmacist will review the request within 2–4 hours. Once approved, we will arrange a doorstep pickup via our delivery partner.

5. Refund Process & Timelines

Once a returned product is received at our store and verified by our pharmacist, your refund will be processed as follows:

Payment Mode	Refund Method	Estimated Timeline
Cash on Delivery (COD)	Instant UPI transfer (GPay/PhonePe/Paytm) or Bank Transfer (NEFT)	Within 24 hours of item verification
Online UPI / Net Banking	Reversal to the original payment source account	3 to 5 business days (depending on your bank)
Store Credit / Wallet	Added to your MedXPlus account for next order	Instant

Note: For orders returned due to verified pharmacy errors or damaged goods, no reverse pickup or convenience fees will be deducted.

6. Contact Us for Returns & Disputes

For any questions, return requests, or refund escalations, please contact our support desk:

• MedXPlus Support: +91 95218 69696
• Email: support@medxplus.in
• Operational Address: Hadapsar, Pune, Maharashtra, India
• Support Hours: Monday – Sunday | 8:00 AM – 11:00 PM