GENERAL

1.1 Medicoline Financial Technologies Private Limited, operating under the Brand Name and Drugs Licence Name as Medicoline Pharma, having its registered address at:

H. No. 1-3-8650, Row H No, C-3 Mathura Park, Motiram, Beed, Maharashtra – 431122
(“Medicoline Pharma”, “we”, “us” or “our”), manages and operates a wholesale distribution platform supplying medicines, healthcare products, and related services to pharmacies, hospitals, and distributors across India.

1.2 This Return, Refund and Cancellation Policy (“Policy”) sets out our policies and procedures for handling returns, refunds, and cancellations of orders placed with Medicoline Pharma.

1.3 By placing an order or availing services from Medicoline Pharma, you agree to be bound by this Policy. If you do not agree, you are advised not to transact with us.

APPLICABILITY OF POLICY

A) This Policy applies to all orders placed with Medicoline Pharma. By placing an order, you accept these terms without modification.
B) Medicoline Pharma reserves the right to modify or update this Policy at any time. Customers are advised to review the Policy before placing an order.

TERMS FOR CANCELLATION, RETURN AND REFUND OF ORDERS

A) RETURN POLICY

i. Eligibility for Return:

Medicoline Pharma strives to deliver products as per your specifications. Returns will be accepted in case of:

  • (a) Incomplete order
  • (b) Damaged product during transit
  • (c) Expired product
  • (d) Incorrect product delivered
  • (e) Change in prescription by authorized medical professional
  • (f) Death of patient (in case of patient-specific orders)

Customers must notify Medicoline Pharma Customer Support within 7 days of receiving the product. Returns requested after this period may not be accepted.

ii. Non-Returnable Products:

  • Certain categories such as injectable drugs, medical equipment, and specialized healthcare devices may not be eligible for return.
  • Products marked as “Non-Returnable” on the order confirmation or invoice are not eligible for return.

B) REFUND POLICY

i. Refund Eligibility:

Full refund will be provided if:

  • Product is defective
  • Product is lost or damaged during transit
  • Product has crossed expiry date

ii. Restocking Fee:

Returns requested for reasons attributable to the customer may be accepted at Medicoline Pharma’s discretion, subject to deduction of a restocking fee, which may be revised periodically.

iii. Refund Process:

  • Refunds for online prepaid payments (bank transfer, UPI, credit/debit cards) may take 7-10 working days.
  • Refunds to wallets will be credited within 24 hours.
  • For Cash on Delivery (COD) orders, customers must provide bank account details or opt for wallet credit.

iv. Source of Refund:

Refunds will be processed to the original payment method. In case of wallet refunds, unused balance will be transferable to the customer’s bank account upon account deactivation.

v. Excess Payment Refunds:

If excess payment is charged, the refund will be credited directly to the customer’s original payment mode.

C) CANCELLATION POLICY

i. Order Cancellation:

  • Orders can be cancelled before dispatch. Upon receiving a cancellation request, the order will be cancelled immediately.

ii. Service Cancellation:

  • For any consultation or service booked through Medicoline Pharma, cancellation may be allowed only if the assigned medical professional becomes unavailable or an alternative professional cannot be arranged.
  • Once a service is confirmed, cancellation requests will not be eligible for a refund unless authorized by Medicoline Pharma.