Return, Refund & Cancellation Policy

This Policy explains when and how you may cancel an order, return a Product, or obtain a refund on the MedSetu Platform, operated by SetuSphere (Proprietor: Mukesh Kumar Verma) (Udyam/MSME UDYAM-UP-21-0060784). It must be read together with our Terms & Conditions and Privacy Policy. Products are sold and dispensed by independent, licensed Sellers; MedSetu facilitates the process.

1. Guiding Principle for Medicines

For reasons of public health, patient safety and drug-safety regulations, medicines once delivered are generally NOT eligible for return or exchange. Returns and refunds are accepted only in the specific situations listed in Section 2. This is standard pharmacy practice and helps prevent the resale or misuse of medicines.

2. When You Are Eligible for a Return / Refund

You may request a return and/or refund if:

• Wrong Product delivered — the medicine, brand, strength, pack size or quantity does not match your order.
• Damaged or tampered Product — the item is broken, leaking, wet, tampered with, or its seal/packaging is compromised on delivery.
• Expired or short-expiry Product — the item is already expired, or has less than 3 months shelf life remaining at the time of delivery.
• Defective or quality issue — a genuine quality defect in the Product as delivered.
• Order not delivered — the order was marked delivered but you did not receive it, or delivery failed on our/the Seller's side.
• Billing error — you were charged incorrectly or for an item not delivered.

3. When a Return / Refund Is NOT Available

• the correct Product was delivered as ordered and you simply changed your mind, or ordered by mistake;
• the Product has been opened, used, or its packaging/seal broken by you (except where the item was defective, wrong, or damaged on arrival);
• the Product is a prescription medicine that was correctly dispensed against a valid Prescription;
• the Product was damaged due to mishandling, incorrect storage or misuse after delivery;
• the request is made after the reporting window in Section 4 has passed.

4. How and When to Raise a Request

1. For damaged, tampered, wrong or short-expiry items, please check the Product at the time of delivery and report the issue immediately, and in any case within 24 hours of delivery.
2. For non-delivery or billing errors, report within 48 hours of the order being marked delivered or the charge appearing.
3. Raise the request through the app's order/help section, or email medsetuofficial@gmail.com, quoting your Order ID.
4. Please keep the Product, its packaging and the invoice, and share clear photographs where the issue is visible — this helps verify the claim quickly.

5. Verification and Approval

Each request is reviewed by the concerned Seller and/or Pharmacist. We may ask for photographs, arrange for the item to be inspected or collected, and may decline requests that do not meet this Policy or where misuse or fraud is suspected. Approved requests proceed to refund and/or replacement as set out below.

6. Refund Method and Timeline

6.1 Cash on Delivery (COD) orders

As COD orders are paid in cash, approved refunds are issued by bank/UPI transfer to the account details you provide. We will collect the necessary details from you securely for this purpose. Refunds are processed within 5–7 business days of approval; the time to reflect in your account may vary depending on your bank.

6.2 Replacement instead of refund

Where appropriate (for example, a wrong or damaged item), you may be offered a replacement of the correct Product instead of a refund, subject to availability.

7. Order Cancellations

1. You may cancel an order free of charge before it has been dispatched / handed over for delivery, using the cancellation option in the app where available.
2. Once an order is dispatched or out for delivery, it may no longer be cancellable; in that case the return rules in this Policy apply after delivery.
3. MedSetu or the Seller may cancel an order (with a full refund of any amount paid) in cases such as stock unavailability, pricing errors, failed prescription verification, delivery-area limitations, or suspected fraud.

8. Partial Orders and Partial Refunds

Where only part of an order is eligible (for example, one item in a multi-item order is wrong or unavailable), the return, replacement or refund will apply to the affected item(s) only, along with a proportionate refund of any related charges as applicable.

9. Non-Delivery and Failed Delivery

If a delivery could not be completed for reasons attributable to us, the Seller or the Delivery Partner, we will attempt re-delivery or, at your option, cancel the order with a full refund. If delivery failed because the address/contact number was incorrect or no one was available to receive the order, we may re-attempt delivery or handle the order as per this Policy.

10. Grievance and Contact

If you are not satisfied with the handling of a return, refund or cancellation, you may escalate to our Grievance Officer.

11. Changes to this Policy

We may update this Policy from time to time. The current version, with its effective date, will always be available on the Platform. Continued use of the Platform after changes take effect constitutes acceptance of the updated Policy.