Refund Policy

Cancellation, Refund & Claims Policy - International Medicine Courier

Pharmaceutical shipping isn't like ordering a regular product online. These are life-saving, time-sensitive medicines that go through licensed pharmacies and cross international borders, so cancellations and refunds have to follow a slightly different process than what you're used to with regular e-commerce.

Please read through this before placing your order - it explains exactly where you stand at each stage.

1. Cancelling Your Order

The moment an order comes in, our pharmacist team starts sourcing it from a licensed partner pharmacy. That's why the cancellation rules depend on how far things have moved:

Not sourced yet? You get a full refund, no questions asked.

Already sourced, not yet shipped? At this point, the pharmacy has released the medicine specifically for your order, and pharmacies don't take dispensed medicines back, so the medicine cost can't be refunded here. Any shipping fee you've paid in advance, though, comes back to you.

Already shipped? Once your parcel has left our facility, it's in the courier's hands. There's no cancelling or refunding after this point.

2. Cases We Genuinely Can't Refund

We coordinate the logistics, but customs authorities in the destination country (HSA in Singapore, SFDA in Saudi Arabia, INFARMED in Portugal, EU Customs, and so on) make the final call - and their decisions are out of our hands. So refunds won't apply if:

• Your prescription was invalid, expired, or incorrect, and that's what caused customs to delay, hold, or destroy the shipment
• You asked us to ship something restricted or banned in the destination country, and it got seized
• Customs asked the receiver for an ID, import permit, or other document, and it wasn't submitted in time
• The receiver refused to pay customs duty or tax, and the parcel was abandoned or destroyed as a result

3. When Delivery Fails

We ship through DHL, FedEx, and UPS, so the transit side is solid - but delivery still depends on someone being available to receive the parcel. If it comes back to India because of a wrong address or the receiver wasn't around after a few delivery attempts (usually three), we can't refund that order. Getting it re-sent means paying fresh shipping charges, plus whatever return freight the courier charged us.

4. When You Can Actually Claim a Refund

This is where we take responsibility - if something goes wrong because of an error on our end, not because of customs or the receiver. You have 7 days from your promised delivery date to raise a claim, and it needs to fall under one of these two situations:

• We sent the wrong medicine - a different brand or formulation than what your prescription clearly stated. You'll need to send us an unboxing video as proof, no cuts or edits, showing the batch number clearly.
• The courier lost it - and I mean officially declared lost in transit, before it even reached destination customs.

One important thing to know upfront: even in these cases, the refund is capped at ₹2,500, or the actual value of your booking if that's lower. We can't take responsibility for emotional stress, medical complications, or financial loss caused by delays, transit damage, or customs holds - that part is simply beyond our control.

5. Filing a Claim

Got a claim that fits Section 4? Message us on WhatsApp or email within 7 days with your booking reference, the tracking number, and that unedited unboxing video. Without the video, we won't be able to process a wrong-medicine claim.

6. Getting Your Refund

Once we verify everything, the refund goes back to whoever placed the order, on the same payment method used at booking - we don't send it anywhere else. Expect it within 5 to 7 working days after approval.

Questions Before You Ship?

Reach out on WhatsApp, call us, or drop an email - happy to walk you through anything before your parcel is on its way. Sorting things out upfront always beats dealing with a problem later.