Refund Policy

This policy explains when and how MediGrab (operated by Medigrab India Private Limited) processes refunds for medicine orders.

1. Refund Eligibility

• Damaged, expired, or tampered medicines on delivery.
• Wrong medicine dispensed by the partner pharmacy.
• Non-delivery beyond a reasonable extended window after the ETA.
• If a prescription is found to be invalid, expired, or unverifiable by the pharmacy partner, the order will be cancelled and any payment already made will be fully refunded within 3–5 working days.

2. Non-Refundable Items

• Correctly delivered medicines. Indian pharmacy regulations prohibit returns of dispensed medicines.
• Opened, used, or partially consumed packs.
• Customer-side errors after two delivery attempts (e.g. unavailable at the address twice).

3. Refund Process

1. Message us on WhatsApp within 24 hours of delivery.
2. Share photos of the issue and your order ID.
3. We investigate with the fulfilling pharmacy and respond within 48 hours with a decision.

4. Refund Timeline

Approved refunds are processed to the original payment method within 3–5 working days via Razorpay. Cash-on-delivery refunds are issued via UPI to a number you provide.

5. Cancellation Refunds

Full refund if you cancel before the pharmacy confirms order preparation. No refund once the order is dispatched (subject to Section 1 above).

If a payment link expires (15-minute window), no payment is captured and no refund is needed. The order is automatically cancelled. You can place a new order immediately by messaging us on WhatsApp.

6. Partial Fulfilment

If a pharmacy partner cannot fulfil all items in your order, you will be notified with a revised item list and updated total. You can choose to:

• PROCEED with the available items at the revised price, or
• CANCEL the entire order for a full refund.

If you proceed with partial fulfilment, the difference between the original payment and the revised total is automatically refunded within 3–5 working days.

If you do not respond within 2 minutes of receiving the partial fulfilment notice, the order is automatically cancelled and a full refund is initiated.

7. Delivery Failure

If a delivery fails due to logistics issues (rider unavailable, delivery partner cancellation, package damaged in transit), a full refund is initiated automatically — you do not need to request it. You will receive a WhatsApp notification confirming the refund initiation.

For Cash on Delivery orders where delivery fails, no payment was collected, so no refund is applicable.

For delivery delays, partial deliveries, or service failures on our side, we will either re-deliver at no cost or process a full refund — your choice.

8. Delivery Fee & Handling Charge Refunds

Delivery fees and handling charges are fully refunded in the following cases:

• Order cancelled before pharmacy acceptance.
• Delivery failure due to a logistics partner issue.
• Full order cancellation due to stockout.

Delivery fees are not refunded if:

• You refuse delivery at the door without a valid reason.
• An incorrect address provided by you results in a failed delivery.

9. Contact for Refunds

WhatsApp: +91-8788876943
Email: contact@medigrab.in
Phone: +91-8788876943