Return & Refund Policy

This Return & Refund Policy explains when and how you can request a return, replacement or refund for orders placed through MediSoldier ("we", "us" or "our"), whether ordered via our app or over WhatsApp. MediSoldier is an India-based online pharmacy and medicine-delivery service. Orders are dispensed and delivered by our licensed partner pharmacies to your delivery pincode.

Because we handle medicines and healthcare products, this policy is governed by drug-safety and pharmacy regulations that are stricter than those for ordinary consumer goods. Please read it carefully before placing an order. This document is a general template provided for information only and is not legal advice.

For your safety and to comply with applicable drug and pharmacy laws in India, medicines and other healthcare products are generally not returnable or exchangeable once they have been delivered. Once a medicine leaves the partner pharmacy and reaches you, we cannot verify how it was stored or handled, so it cannot be re-dispensed to any other customer.

This is standard practice across the pharmacy industry and exists to protect every customer from receiving compromised medication. Refunds and replacements are therefore limited to the specific eligible cases described below.

We will arrange a replacement or a refund if there is a genuine issue with your order that is our or the partner pharmacy's responsibility. Eligible cases include:

• Wrong item delivered — you received a product different from what was confirmed in your order.
• Damaged or leaking product — the packaging, seal, strip, bottle or container was broken, tampered with or leaking on arrival.
• Expired or near-expiry product — the item was already expired, or its expiry date is too close to be reasonably usable for your prescribed course.
• Incorrect quantity — you received fewer units, strips or packs than were confirmed and paid for.

To be eligible, you must report the issue within 48 hours of delivery and share clear photos of the product, its packaging, the batch/expiry label and the outer parcel. Please keep the item and all packaging in the condition in which you received it until your request is resolved.

The following cannot be returned, replaced or refunded except where they fall under an eligible case above (for example, a cold-chain item that arrived damaged):

• Medicines whose seal, strip or packaging has been opened or used.
• Refrigerated, cold-chain or temperature-sensitive items (such as insulin, certain injections and vaccines), because their integrity cannot be guaranteed once they leave the controlled cold chain.
• Prescription (including Schedule H / H1) medicines that were dispensed correctly against a valid prescription and match your order.
• Products where the issue is reported after the 48-hour reporting window, or without the required photos or proof.
• Items damaged due to mishandling, incorrect storage or misuse after delivery.

To raise a request, contact us within 48 hours of delivery through any of the following channels and quote your Order ID:

• WhatsApp — reply on the same WhatsApp thread you used to place the order.
• In the app — open the relevant order and use the help or support option.
• Email — write to support@medisoldier.com with your Order ID, a description of the issue and supporting photos.

Our team will review your request, may ask for additional details, and will confirm whether a replacement or refund applies. Where a replacement is not feasible, we will process a refund instead.

Approved refunds are issued to your original payment method through our payment partner Razorpay. We do not provide cash refunds. Once a refund is approved, it is typically credited within 5–7 business days, though the exact time depends on your bank, card issuer or UPI provider.

If a promotional discount or coupon was applied to your order, the refund will reflect the actual amount paid after that discount. For partial issues (for example, one incorrect item in a larger order), we will refund only the affected portion.

You may cancel an order any time before it has been dispatched by the partner pharmacy. Orders cancelled before dispatch are eligible for a full refund to the original payment method via Razorpay, subject to the timelines above.

Once an order has been dispatched or handed to the delivery partner, it can no longer be cancelled, and any resolution will follow the eligible cases and non-returnable rules described in this policy.

Prescription (Schedule H / H1) medicines require a valid prescription from a registered medical practitioner and are dispensed by our licensed partner pharmacies against that prescription. If a prescription is unclear, incomplete or cannot be verified, dispatch may be delayed or the relevant items removed from your order.

If a medicine is dispensed correctly and matches your uploaded prescription, it is not returnable. However, if there is a genuine mismatch caused by us or the partner pharmacy — for example, a different strength or molecule than what your valid prescription specifies — report it within 48 hours with photos and we will arrange a replacement or refund. Note that our platform may suggest an affordable generic substitute with the same composition; any such substitution is only dispensed with your consent and in line with the prescription.

This policy is governed by the laws of India, and any disputes are subject to the exclusive jurisdiction of the competent courts in India. This policy should be read together with our Terms of Service and Privacy Policy. You can also request deletion of your account and associated data at any time via our account deletion page.

For any questions about returns, replacements or refunds, please reach out with your Order ID:

• Email: support@medisoldier.com
• WhatsApp: the same number you used to place your order.
• In the app: the help or support option on your order.

This Return & Refund Policy is a general template provided for information only and does not constitute legal advice.