Refund & Cancellation Policy

Information about our refund and cancellation procedures for pharmaceutical products.

Last updated: January 2025

1. Cancellation Policy

Order Cancellation Timeframe

Important: Orders can be cancelled within 24 hours of placing the order, provided the order has not been processed or shipped.

  • Standard orders: Can be cancelled within 24 hours
  • Prescription medicines: Cannot be cancelled once processed due to regulatory requirements
  • Custom/special orders: May have different cancellation terms
  • Cold chain products: Limited cancellation window due to specialized handling

How to Cancel

  • Call us immediately at +91 8800120261 or +91 9717947483
  • Send an email with your order number and reason for cancellation
  • WhatsApp us with your order details
  • Provide order number and registered email/phone number for verification

2. Refund Policy

Eligible Refund Scenarios

Due to the nature of pharmaceutical products, refunds are offered only in specific circumstances:

✅ Refund Eligible

  • Damaged or defective products received
  • Wrong product delivered
  • Product expires before delivery date
  • Cold chain breach for temperature-sensitive products
  • Order cancelled within allowed timeframe
  • Duplicate payment made

❌ No Refund

  • Change of mind after order processing
  • Products used or opened (safety reasons)
  • Prescription medicines (regulatory compliance)
  • Orders delivered successfully as per requirements
  • Products returned without proper documentation

3. Refund Process & Timeline

Step-by-Step Process

1

Report Issue

Contact us within 24 hours of delivery with order details and issue description

2

Documentation

Provide photographs, batch numbers, and delivery receipts as evidence

3

Review & Approval

Our team reviews the case and provides approval within 2-3 business days

4

Refund Processing

Approved refunds are processed within 5-7 business days

Refund Timeline

24 hrs
Report Issue
2-3 days
Review Process
5-7 days
Refund Processing

4. Refund Methods

Refunds are processed using the same payment method used for the original purchase:

Digital Payments

  • UPI: Instant to same UPI ID
  • Credit/Debit Cards: 3-5 business days
  • Net Banking: 2-4 business days
  • Digital Wallets: 1-2 business days

Other Methods

  • Bank Transfer: 3-5 business days
  • Cheque: 7-10 business days
  • Cash on Delivery: Bank transfer to provided account

5. Return Process

Return Requirements

For eligible returns, the following requirements must be met:

⚠️ Important Requirements

  • Products must be in original packaging and unopened
  • Batch numbers and expiry dates must be clearly visible
  • Temperature-sensitive products must maintain cold chain
  • Original invoice and delivery receipt required
  • Return must be initiated within 24 hours of delivery

Return Shipping

  • We arrange pickup for Delhi NCR at no additional cost
  • For other locations, return shipping costs may apply
  • Products must be packaged securely to prevent damage
  • Cold chain products require special return procedures

6. Special Cases

Controlled Substances

  • Additional documentation required for returns
  • Regulatory approval needed for refund processing
  • Extended processing time due to compliance requirements
  • Chain of custody must be maintained

Bulk Orders

  • Partial refunds may be available for damaged items
  • Institutional orders may have specific terms
  • Custom negotiated refund policies may apply
  • Contact account manager for bulk order issues

7. Dispute Resolution

If you're not satisfied with our refund decision:

  • You can request a review within 7 days of our decision
  • Provide additional evidence or documentation
  • Senior management will review complex cases
  • Final decisions will be communicated within 5 business days

8. Contact Information

For refund and cancellation requests:

Phone Support

+91 8800120261

+91 9717947483

WhatsApp available

Email Support

refunds@dosis.co.in

support@dosis.co.in

Office Address

D/900 DDA FLATS BINDAPUR, DWARKA NEW DELHI 110075

9. Policy Updates

This refund and cancellation policy may be updated periodically to reflect changes in our services, regulatory requirements, or business practices. All changes will be communicated through our website and customer notifications.