Return, Refund and Cancellation Policy

1. Introduction

MedsExpress accepts and processes return, refund, and cancellation requests only in accordance with this policy. By placing an order with MedsExpress, the customer agrees to these terms.

2. Return Eligibility

Returns are accepted only for medicines that are unopened, undamaged, and complete. A return is eligible only when the product is in its original condition and packaging. For example, a full unopened strip is eligible, but even one missing tablet makes the strip ineligible for return.

The following items are strictly non-returnable:

• Cold-chain items, including insulin. These are never returnable once sold, under any circumstance.
• All FMCG products.
• Electronic machines/items. Once sold, these are covered only under the respective manufacturer’s warranty policy and are not returnable to MedsExpress.
• Any other item specifically marked non-returnable on the printed bill at the time of sale.

3. Return Timeline

• Full refund if returned within 28 days of the sale date.
• 25% deduction from the refund value if returned between 28 and 60 days of the sale date.
• No returns are accepted after 60 days of the sale date, under any circumstance.

4. Refund Method

All refunds — whether for returned medicines or orders cancelled before dispatch — are issued only as a credit note. The credit note can be redeemed on the customer’s next order. No cash refunds and no refunds to the original payment method are provided.

5. Return Shipping Charges

• If the return is due to an error by MedsExpress, including a wrong item or damage in transit, MedsExpress bears all courier charges for the return.
• In all other cases, the customer bears the courier charges for returning the item.

6. Order Cancellation

An order can be cancelled only before it has been packed for dispatch. Once an order is packed, it cannot be cancelled.

If a prepaid order is cancelled before packing, the amount is refunded only as a credit note, redeemable on the next order.

7. Monthly Subscription Cancellation

The Monthly Medicine Subscription does not involve any advance payment. Customers pay only at the time of each delivery. Therefore, customers can cancel or stop future deliveries at any time, with no minimum commitment, by notifying MedsExpress before the next cycle’s order is prepared.

Since no advance payment is taken, no refund is applicable upon cancellation.

8. How to Request a Return, Refund, or Cancellation

To initiate a return, refund, or cancellation request, customers must contact MedsExpress on WhatsApp with their order details. Requests are handled only after the order details are verified.