Return, Refund & Cancellation Policy

  • Last Updated 14th March, 2026

This Return, Refund and Cancellation Policy (“Policy”) explains when and how returns, replacements, cancellations and refunds are handled for orders placed via Mediso India (“Mediso”, “we”, “us”, “our”) www.mediso.in, mobile app and our WhatsApp ordering channel.


This Policy is read together with our Terms & Conditions and Privacy Policy and is framed in line with applicable Indian laws, including the Consumer Protection Act 2019, Consumer Protection (E-Commerce) Rules 2020, and Drugs & Cosmetics Act 1940.



1. Important: We Are An Intermediary, Not A Pharmacy


1.2 Mediso acts as a technology and logistics intermediary that:

  • • Forwards your order and prescription to a Partner Pharmacy.
  • • Coordinates delivery through delivery partners.
  • • Collects and settles payments.

1.3 Because of drug safety and anti-tampering regulations, most medicines cannot be returned once sold and delivered, except in specific legally permitted cases (e.g., wrong medicine, damaged, expired).


2. General Principles for Returns


2.1 For safety, hygiene, and legal reasons, the following are typically NON-RETURNABLE once delivered and accepted:

  • • All temperature-sensitive medicines (e.g., insulin, vaccines, biologics).
  • • Opened or partially used medicine strips, bottles, or vials.
  • • Medicines and healthcare products where packaging has been opened, torn, or tampered.
  • • Products with user‑specific customization (e.g., custom compounded meds).
  • • Intimate or personal use healthcare products (where hygiene is critical).

2.2 However, you may be eligible for a return / replacement / refund in the situations listed in Section 3 below, provided you raise a request within the timelines and submit proof.

2.3 Mediso and the Partner Pharmacy reserve the right to approve or reject returns after verification, based on law, safety norms, and this Policy.


3. Cases Where Return / Replacement / Refund Is Allowed


Subject to verification, you may request a return, replacement, or refund in the following cases:


3.1 Wrong Product Delivered

  • • You received a different medicine / product than what was ordered or prescribed (e.g., wrong brand, wrong strength, wrong item entirely).
  • • The product name, strength, or form does not match your invoice / order summary.

  • Conditions:
  • • You must notify us within 24 hours of delivery.
  • • Product MUST be in sealed, unused, untampered condition.
  • • You must share clear photos of:
    1. - Product received
    2. - Batch number and expiry date
    3. - Outer packaging and invoice
  • If validated, the Partner Pharmacy may:
  • • Replace with the correct product (subject to availability); or
  • • Issue a refund for the affected item(s).

3.2 Damaged or Leaking Products

  • • Outer or inner packaging is visibly damaged, torn, wet, or leaking at the time of delivery.
  • • Tablets are crushed, bottles broken, or seals visibly compromised.

  • Conditions:
  • • You must check the parcel at the time of delivery wherever possible.
  • • If damage is visible, you should refuse to accept the order and immediately inform us.
  • • If discovered after delivery, you must inform us within 24 hours with clear photos/video of:
    1. - Damaged product
    2. - Packaging
    3. - Invoice and labels
  • If the damage is confirmed as pre-delivery damage, we may:
  • • Arrange replacement (if available); or
  • • Process refund for damaged items.

3.3 Expired Products

You received a product that is already expired or expiring within an unreasonably short period contrary to usual practice.


  • Conditions:
  • • You must report this within 24 hours of delivery.
  • • Share clear images of:
    1. - Product
    2. - Batch number and expiry date
    3. - Invoice
  • If validated, we will:
  • • Arrange replacement (if available); or
  • • Process refund for the expired product.

3.4 Quality Issues / Suspected Defect

You suspect a quality defect (e.g., unusual odor, discoloration, packaging mismatch) which may indicate manufacturing or storage issues.


  • Process:
  • • Stop using the product immediately and consult your doctor.
  • • Raise a ticket with Mediso along with photos and details.
  • • The Partner Pharmacy/manufacturer may require physical return of sample for investigation.
  • Resolution:
  • • If a defect is confirmed by the manufacturer / regulatory authority, we may:
  • - Replace the product; and/or
  • - Refund the amount; and/or
  • - Guide you on how to report to CDSCO or relevant authority.

3.5 Non‑Delivery / Delivery to Wrong Person

  • • You did not receive the order, but the app, website or in whatsapp message shows “delivered”.
  • • Order was delivered to the wrong address or person.

  • Process:
  • • Report to us within 12 hours of the “delivered” status.
  • • We will investigate with the Partner Pharmacy and Delivery Partner.
  • Resolution:
  • • If non‑delivery or mis‑delivery is confirmed, we will either:
  • - Re‑deliver the order; or
  • - Refund the amount paid.


4. Cases Where Return / Refund Is Not Allowed


Unless specifically covered in Section 3, returns/refunds are NOT allowed when:


4.1 Change of Mind / No Longer Needed

  • • You decide you don’t want the product after delivery.
  • • Your symptoms improved and you no longer need the medicines.

4.2 Prescription Change After Delivery

  • • Your doctor changed the prescription after you received your order.
  • • You ordered excessive quantity against doctor advice.

4.3 Incorrect Order Details Provided by You

  • • Wrong address, wrong product selected, wrong variant selected by you.
  • • Order placed with wrong prescription uploaded by you.

4.4 Opened / Used Products

Opened strips, bottles, vials, or any product that shows signs of use.


4.5 Delayed Delivery (But Delivered in Usable Condition)

Delay due to traffic, weather, operational reasons, but product is intact and usable.


4.6 Orders Marked “Cold Chain / Temperature Sensitive” Where Packaging Was Intact at Delivery

Such items are highly sensitive and cannot be returned once accepted.



5. Cancellation Policy


5.1 Cancellation by Customer (Before Dispatch)

  • You may request cancellation:
  • • Before the Partner Pharmacy confirms and begins processing; or
  • • Before the order is packed/dispatched (for non‑emergency meds).

If accepted, and if payment was made online, you will receive a full refund of the prepaid amount (excluding any non‑refundable payment gateway fees if stated at checkout).


5.2 Cancellation by Customer (After Dispatch / On Doorstep)

Once an order is dispatched, cancellations are generally not allowed, especially for prescription medicines, except in cases like:


  • • Wrong item noticed at door;
  • • Visible damage;
  • • Delivery at wrong address.

In such cases, you should refuse to accept the delivery and contact us immediately. After acceptance, returns will be governed strictly by Section 3.


5.3 Cancellation by Mediso / Partner Pharmacy

Your order (or part of it) may be cancelled by Mediso or the Partner Pharmacy due to:


  • • Product out of stock or discontinued;
  • • Invalid or suspicious prescription;
  • • Legal or regulatory restrictions;
  • • Delivery not serviceable at your location;
  • • Technical/pricing errors;
  • • Suspected fraudulent activity or policy abuse.

In such cases, if you have already paid for the cancelled items, you will receive a refund for the cancelled portion.



6. Return / Refund Request Process


To raise a return, replacement, or refund request:


6.1 Time Window

  • • For wrong/damaged/expired items: within 24 hours of delivery.
  • • For non‑delivery/mis‑delivery: within 12 hours of “delivered” status.

6.2 How to Raise a Request

  • • Ticket: Raise ticket from raise ticket section in our website or mobile app with “Return/Refund Request and (order ID)” or
  • • Write to support@mediso.in with subject “Return/Refund - (Order ID)”.

6.3 Information Required

  • • Order ID and date.
  • • Registered mobile number.
  • • Description of issue.
  • • Clear photos/videos showing:
  • - Product(s) in question
  • - Batch number and expiry date
  • - Packaging condition
  • - Invoice/bill

6.4 Pick‑up of Items (If Required)

  • • For certain approved returns, we or the Partner Pharmacy may arrange a pick‑up.
  • • The product must be handed over in the same condition as delivered (unused, sealed, with original packaging and invoice), unless the issue is damage/defect.

6.5 Resolution Timeline

  • • Acknowledgment: Within 24-48 hours of your request.
  • • Verification/Assessment: Within 3-7 working days (faster for clear cases).
  • • Refund processing (if approved): Initiated within 3-7 working days after approval; actual credit depends on your bank/payment gateway timelines.


7. Refund Mode And Timelines


7.1 Mode of Refund

  • Depending on the original payment method and operational feasibility, refunds may be processed through:
  • • Original payment method (UPI, card, net banking, wallet).
  • • Bank transfer (for COD refunds where applicable).
  • • Mediso wallet/credit (if such feature exists later).

7.2 Bank / Gateway Timelines

  • • Refunds initiated by Mediso may take 5-10 working days to reflect in your account, depending on your bank/payment provider.
  • • Mediso is not liable for delays caused solely by banks/payment gateways but will assist with reference IDs and tracking.


8. Special Notes For Scheduled Drugs & Controlled Substances


8.1 For certain scheduled drugs (e.g., psychotropics, habit‑forming medicines), returns are almost never permitted once delivered, except when:

  • • Wrong drug or strength supplied
  • • Package is damaged at delivery
  • • Expired product supplied

8.2 Additional documentation or verification may be required before approving such returns, strictly in line with the Drugs & Cosmetics Act and related guidelines.


9. Disputes and Escalation


9.1 If you are not satisfied with the resolution of your return/refund request, you may escalate to our Grievance Officer:


9.2 You may also seek remedies under the Consumer Protection Act 2019 before the appropriate Consumer Commission, in accordance with law.


10. Policy Updates


10.1 Mediso may modify this Policy at any time to reflect changes in:

  • • Law and regulatory requirements
  • • Business operations
  • • Safety and quality practices

10.2 Changes will be posted on this page with an updated “Last Updated” date. Your continued use of the Platform after changes are published will constitute your acceptance of the revised Policy.


11. Contact Us


For any questions or clarification about this Return, Refund and Cancellation Policy, please contact:


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