Refund policy
Cancellation, Return & Refund Policy
Janakalyan Homeopathy operates an online marketplace that connects customers with licensed pharmacies for the sale and fulfillment of medicines and healthcare products. Orders are dispensed, invoiced, packed, and shipped by the respective licensed pharmacy in accordance with applicable laws and regulations.
All cancellations, returns, exchanges, and refunds are subject to verification and approval by the dispensing pharmacy. Please read the Cancellation Policy, Return Policy, and Refund Policy below for complete details.
Cancellation Policy
1. Order Cancellation Window
Customers may cancel their order within 30 minutes of placing the order and receive a 100% refund to the original payment method.
After the 30-minute cancellation window closes, the order enters processing and can no longer be cancelled. However, customers may request a return of the shipment while it is in transit or within 7 days after delivery, subject to the Return and Refund Policy below.
Any refund requested after the cancellation window has expired may be processed as a partial refund in accordance with this policy.
2. How to Cancel an Order
Customers can submit a cancellation request directly from the Order Page during the 30-minute cancellation window.
If the cancellation option is no longer visible, the order has already moved into processing, invoicing, packing, or shipping and is no longer eligible for cancellation.
3. Pharmacy Invoice and Order Confirmation
All medicines are invoiced directly by the licensed dispensing pharmacy.
- The pharmacy generates the GST invoice only after the 30-minute cancellation window has expired.
- Once the invoice is generated, the order is considered confirmed and non-cancellable.
- This process ensures regulatory compliance and prevents cancellation after medicines have been dispensed or prepared for dispatch.
4. Orders Already Packed or Shipped
Once an order is packed or handed over to a courier partner, including but not limited to Delhivery, India Post, DHL, FedEx, Aramex, or UPS:
- Cancellation is no longer possible.
- Customers may request a return while the shipment is in transit or refuse delivery.
- The shipment will be returned to the pharmacy for verification/inspection.
- Any applicable refund will be processed only after the returned shipment is received and inspected.
5. International Orders
For international shipments:
- Cancellation is permitted only within the 30-minute cancellation window.
- Once dispatched, cancellation is not possible due to export documentation, customs requirements, and international courier processing.
- Customers may request a return only where permitted by law and courier regulations.
6. Non-Delivery and Courier Issues
If delivery cannot be completed due to:
- Incorrect or incomplete address
- Customer unavailability
- Customs restrictions
- Failure to provide required documentation
- Refusal to accept delivery
The shipment may be returned to the dispensing pharmacy.
Where applicable, refunds will be processed after receipt and verification of the returned shipment and may be subject to deductions described in this policy.
7. Non-Cancellable Items
The following items cannot be cancelled once processing begins:
- Temperature-sensitive medicines
- Special-order remedies
- Imported medicines sourced specifically for the customer
- Customized medicines and pharmacy-prepared products
These products may only be eligible for return if they are damaged, defective, expired, or supplied incorrectly.
Return Policy
8. Return Eligibility
Customers may request a return:
- While the shipment is in transit and before successful delivery; or
- Within 7 days of delivery.
To be eligible for a return:
- The product must be unused.
- The product must be in the same condition as received.
- The product must be returned in its original packaging.
- The product seal must be intact, unopened, and untampered.
- Janakalyan Homeopathy or the dispensing pharmacy may request photographs or supporting documents before approving the return.
Return requests can be initiated directly from the Order Page.
After 7 days from the delivery date, the return window closes and no return, exchange, or refund request will be accepted except where required by applicable law.
9. Non-Returnable Products
The following products are not eligible for return unless they are damaged, defective, expired, or supplied incorrectly:
- Temperature-sensitive medicines
- Special-order remedies
- Imported medicines sourced specifically for the customer
- Customized medicines
- Products with broken, opened, damaged, or tampered seals
- Opened medicines, syrups, drops, tonics, ointments, or similar healthcare products
- Products showing signs of use
- Gift cards
- Downloadable software products
- Any item specifically marked as non-returnable on the product page
10. Return Shipping
If a return is approved:
- For damaged, defective, leaked, expired, or incorrectly supplied products, return shipping will be arranged at no additional cost to the customer.
- For customer-initiated returns not resulting from seller or pharmacy error, return shipping costs shall be borne by the customer.
Customers should securely pack products in their original packaging before collection or shipment.
If self-shipping is required, customers should use a trackable shipping service and share the tracking details with our support team.
Refund Policy
11. Full Refund for Eligible Cancellations
Orders cancelled within the 30-minute cancellation window are eligible for a 100% refund.
Refunds will be issued to the original payment method used during purchase.
12. Partial Refunds
Partial refunds may apply in the following cases.
A. Customer-Initiated Returns
If a customer returns an eligible product after the cancellation window has expired:
- Return shipping charges may be deducted.
- Original shipping charges may be deducted where applicable.
- A 6% restocking fee may be deducted from the refund amount.
B. Refused Deliveries
If a customer refuses delivery after dispatch:
- Original shipping charges
- Return shipping charges
- A 6% restocking fee
may be deducted from the refund amount.
C. Incorrect or Incomplete Address
If an order is returned due to an incorrect or incomplete address provided by the customer:
- Original shipping charges
- Return shipping charges
- A 6% restocking fee
may be deducted from the refund amount.
D. International Orders
For international shipments:
- Shipping charges are non-refundable.
- Customs duties, address correction charges, courier return charges, and other courier-imposed fees may be deducted from the refundable amount.
- Failure to provide required prescription, customs, KYC, or regulatory documents may result in order cancellation with a 6% restocking fee deducted from the refund amount.
E. Out of Delivery Area (ODA) Shipments
Where additional ODA charges are required for delivery and the customer declines or fails to pay them, the order may be cancelled and a 6% restocking fee may be deducted from the refund amount.
13. Damaged, Defective, Expired, or Incorrect Products
Customers must report any damaged, leaked, defective, expired, or incorrectly supplied product within 24 hours of delivery.
The claim should include:
- Photographs of the product
- Photographs of the packaging
- Photographs of the shipping label
Upon verification, customers may be offered:
- A replacement; or
- A refund, where applicable.
14. Lost Shipments
If a shipment is confirmed as lost during transit due to courier-related reasons, customers will be eligible for either:
- A full refund; or
- A replacement shipment, where available.
15. Lost Shipments Due to Customer Error
If a shipment is lost because of:
- An incorrect address
- An incomplete address
- An incorrect mobile number provided by the customer
shipping charges are non-refundable.
For orders shipped under a free-shipping offer, standard shipping charges may be deducted from the refundable amount.
16. Shipment Marked Delivered but Not Received
If tracking information indicates that an order has been delivered, but the customer has not received it, the customer must contact us within 48 hours of the delivery update.
We will initiate an investigation with the courier partner. Any refund or replacement will be subject to the outcome of the investigation.
Requests received after the 48-hour reporting period may not be eligible for courier investigation.
17. Exchanges
Exchanges are available only for products that are:
- Damaged
- Defective
- Expired
- Incorrectly supplied
Exchange requests must be submitted within 24 hours of delivery.
18. Restocking Fee
A 6% restocking fee may be deducted from eligible refunds in certain situations. This fee helps partially cover non-recoverable costs already incurred in processing the order, including platform service fees, payment gateway charges, transaction processing fees, packaging costs, pharmacy handling, order verification, administrative expenses, and return management costs.
The 6% restocking fee may be deducted in the following circumstances:
- Customer-requested returns after the cancellation window has expired.
- Orders refused during transit or at delivery.
- Returns caused by incorrect or incomplete address information provided by the customer.
- Failure to provide required prescription, customs, KYC, or regulatory documentation.
- International order cancellations after pharmacy processing has begun.
- Other customer-caused cancellations or returns where the pharmacy has already incurred fulfillment and handling expenses.
The restocking fee is not a penalty. It is intended to help recover a portion of the actual costs incurred before an order is cancelled or returned.
19. Refund Timeline
Approved refunds are processed within 5-7 business days to the original payment method.
The actual crediting timeline may vary depending upon banks, card issuers, payment gateways, and financial institutions.
20. Late or Missing Refunds
If you have not received your refund after the applicable processing period:
- Check your bank account.
- Contact your card issuer or payment provider.
- Contact your bank regarding pending credits.
If you still have not received your refund, please contact us using the details below.
For any queries related to the Cancellation, Return & Refund Policy, you can fill the contact form on Contact us page and send it to us or you can directly mail us on sales@janakalyanhomoeopathy.com