REFUND AND CANCELLATION POLICY

1. Overview

We want you to be satisfied with your order. At the same time, because we sell pharmaceutical and nutraceutical products, our returns process follows drug safety regulations that apply to all pharmacies in India, not just general e-commerce return norms. This policy explains when a cancellation, return, or refund is possible.

2. Cancelling an Order

You can cancel an order before it is dispatched by writing to us at info@wellchonlab.com or calling us at +91 93153 38020, along with your order number. Once an order has been dispatched, it cannot be cancelled, but you may be able to refuse delivery or request a return depending on the product, as explained below.

If your order is still pending prescription verification, you can cancel it at any point before our pharmacist approves it, with no charges.

3. Products Eligible for Return

Because medicines are regulated products, we can only accept returns in specific situations, not for a simple change of mind. You may request a return within 3 days of delivery if:

• The product delivered is damaged or broken.
• The product delivered is different from what you ordered.
• The product is expired or close to its expiry date at the time of delivery.
• The outer packaging or seal was tampered with at the time of delivery.

To process this kind of return, please share clear photos of the product and the packaging along with your order number within 3 days of delivery. Do not accept a shipment if the outer packaging looks damaged or opened. If possible, mention this to the delivery agent and refuse the parcel.

4. Products Not Eligible for Return

In line with drug safety norms followed across licensed pharmacies in India, the following cannot be returned once delivered:

• Medicines and health supplements that have been opened, used, or have a broken seal, unless the issue is one listed in Section 3.
• Products where the request is made after 3 days from delivery.
• Products returned without the original packaging, invoice, or labelling.
• Any item explicitly marked as non-returnable on the product page.

This is a safety requirement, not a preference on our part. Once medicine leaves our controlled storage and reaches a customer, we cannot verify how it has been stored, and reselling it would not be safe for the next patient.

5. How to Request a Return or Report an Issue

Write to us at info@wellchonlab.com with your order number, a short description of the issue, and photos where relevant. Our team will review the request, usually within 24 to 48 hours, and let you know whether it qualifies for a return, replacement, or refund.

6. Refund Process and Timeline

Approved refunds are processed to the original payment method through Razorpay. Once we initiate the refund on our end:

• UPI and net banking refunds typically reflect within 3 to 5 business days.
• Credit and debit card refunds typically reflect within 5 to 7 business days, depending on your bank.

These timelines are set by Razorpay and the respective banks, and can occasionally take longer during banking holidays or high transaction volumes. We do not hold your refund beyond the time needed to verify the return.

7. Failed, Duplicate, or Excess Payments

If money was deducted from your account but your order was not placed or confirmed, or if you were charged more than once for the same order, please contact us with your payment reference number, UTR, or transaction ID. We will verify this with Razorpay and refund any amount that was incorrectly charged, usually within 5 to 7 business days of confirmation.

8. Damaged, Wrong, or Expired Products on Delivery

If you receive a product that is damaged, incorrect, or close to expiry, you are entitled to a full refund or a free replacement, at your choice, once the issue is verified. Please raise this within 3 days of delivery as described in Section 3.

9. Cancellations and Refunds by Us

We may cancel your order and issue a full refund if a product is out of stock, if there is a listing or pricing error, if your prescription cannot be verified, or if we are unable to ship to your location. In all such cases, the refund is initiated automatically and you do not need to request it separately.

10. Contact Us

This policy should be read together with our Terms and Conditions and Shipping Policy.