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Return & Refund Policy - P-Care Pharma & Eclinic

Effective Date: September 8, 2025

1. OVERVIEW

P-Care Pharma & Eclinic is committed to customer satisfaction while maintaining the highest safety and quality standards. This Return & Refund Policy outlines the conditions under which medicines and healthcare products can be returned or refunded, in compliance with regulatory requirements and safety protocols.

2. GENERAL RETURN PRINCIPLES

2.1 Safety First Approach

  • Returns accepted only when safe and legally compliant
  • All returns subject to pharmacist and regulatory guidelines
  • Product integrity and patient safety paramount
  • Strict adherence to drug safety regulations

2.2 Return Window

  • Standard Healthcare Products: 0-7 days from delivery
  • Prescription Medicines: 0-2 days from delivery (strict safety requirements)
  • OTC Products: 0-7 days from delivery
  • Medical Devices: 0-10 days from delivery
  • Wellness Products: 0-15 days from delivery

3. ELIGIBLE RETURN CONDITIONS

3.1 Defective/Damaged Products

Returns accepted for:

  • Products damaged during transit
  • Manufacturing defects or quality issues
  • Incorrect products delivered
  • Expired products received (rare, but covered)
  • Missing components or accessories

4. NON-RETURNABLE ITEMS

4.1 Safety and Legal Restrictions

Cannot be returned:

  • Opened medicine containers/strips/bottles
  • Partially used products
  • Products with broken or removed seals
  • Items beyond specified return window
  • Prescription medicines without valid return reason

4.2 Specific Product Categories

Non-returnable items:

  • Personal Care: Opened cosmetics, hygiene products
  • Baby Care: Diapers, formula, baby food (opened)
  • Sexual Wellness: Condoms, pregnancy kits, personal lubricants
  • Medical Devices: Used glucometers, thermometers, BP monitors
  • Health Supplements: Opened protein powders, vitamins
  • Prescription Medicines: Unless defective or incorrectly dispensed

4.3 Regulatory Restrictions

Items prohibited from return by regulatory authorities:

  • Schedule H and H1 medicines (unless exchange for defective)
  • Temperature-sensitive medicines (vaccines, insulin)
  • Narcotic and psychotropic substances
  • Any item classified as non-returnable by CDSCO

5. RETURN PROCESS

5.1 Initiating Returns

Step 1: Contact customer service within the return window via:

Step 2: Provide return details such as order number, reason for return with photos/videos if applicable, preferred refund method, and pickup address.

5.2 Return Verification & Pickup

Our team will verify eligibility and schedule a free pickup within 1-3 business days. Please keep the original packaging ready.

6. REFUND PROCESS AND TIMELINES

6.1 Refund Methods

Refunds are processed to the original payment method (5-7 business days) or as instant P-Care Wallet Credit.

6.2 Refund Amount

Full refunds are issued for defective/wrong items. Delivery fees and other convenience charges are non-refundable unless the error was on our part.

7. CANCELLATION POLICY

Orders can be cancelled for free before they are dispatched. Post-dispatch, the standard return process applies, and delivery charges may be deducted.

8. EXCHANGE POLICY

Exchanges are available for wrong strength/dosage, size variations, or different brands of the same generic, subject to availability and pharmacist approval.

This Return & Refund Policy is designed to balance customer satisfaction with regulatory compliance and patient safety. All returns are subject to pharmacist verification. This policy should be read in conjunction with our Terms of Service and Privacy Policy.