Return, Cancel & Refund Policy

Return, Cancel & Refund Policy

A. Cancellation Policy 1. How can I cancel an order?
1.1 Medicines and Healthcare Products: An order can be cancelled from the ‘Order Details’ screen on the Medstown website/app (“Platform”) before it is marked as “Out for Delivery”.

B. Return Policy
1. What is the time period for return of orders?
1.1 Medicine Orders: We have a product-specific return policy. The return window ranges from 0–7 days from the date of delivery. The return policy details are available on each product page. Please check the return policy before placing an order.
1.2 Healthcare Products: All healthcare products have specific return and replacement policies. The return/replacement window ranges from 0–10 days from the date of delivery. Please refer to the product page for details.

2. Which products are not eligible for return?
2.1 Products Not Eligible for Return: As per the sellers’ terms on the Platform, the following circumstances make products ineligible for return:

  • The item has been opened, partially used, or disfigured.
  • The product has been tampered with or its packaging/seal is broken.
  • The product is marked as “Non-Returnable” on the product detail page.
  • Any supplied accessories/freebies are missing.
  • The product is missing a serial number/UPC/barcode present at delivery.
  • Any damage/defect not covered under the manufacturer’s warranty.
  • Product is returned without original packing or accessories.
  • Damage due to misuse or incorrect handling.
  • Items related to personal care, baby care, food & nutrition, healthcare devices, masks, gloves, sexual wellness products, etc.

However, if the products are defective, deficient, spurious, or not as advertised, Medstown will accept returns even for the above-listed items.

3.Additional Note

3.1: Items marked as “Non-Returnable” or those outside the return window cannot be returned. If such items are returned along with returnable products, Medstown will reject refunds for those non-returnable items after verification.

4. How to return?

4.1: To raise a return request:Go to “My Orders” on the Platform.

  1. Select the respective order and click “RETURN”.
  2. Check if the product is returnable and within the return window.
  3. Select the item, quantity, and reason for return.

4.2: You can also request a return by contacting our customer support.

C. Refund Policy

1. When can I expect the refund?

1.1: The refund amount shown during return is an estimate. The final amount is processed post verification once pickup is completed.
1.2: Refund will be processed only after product verification by the seller. The verification may take time based on the product type.
1.3: Medstown reserves the right to reverse any refund processed due to fraudulent activities like returning incorrect products.

D. Assured Delivery Cashback Eligibility

  • 1.1: Delivery assurance applies to delivery date, not time.
  • 1.2: Available in select pin codes only. Eligibility is shown at checkout.
  • 1.3: If eligible, cashback is processed within 48 hours of delivery.
  • 1.4: Delays due to customer actions will void cashback eligibility.

Changes to Return & Refund Policy

We may amend Medstown’s Privacy Policy, Terms & Conditions, Accreditation Letter, and Service Level Agreement from time to time to reflect changes in laws, features, and practices. Please review this page periodically.

Changes will also be sent via email to registered users within 10 business days of taking effect. Continued use of the platform implies acceptance of the updated terms.