1. Overview

This Returns & Refunds Policy ("Policy") explains Medixcy Private Limited’s ("Medixcy", "we", "us", or "our") practices for returns, refunds, replacements and cancellations of products purchased through our website and mobile applications (collectively, the "Services"). By placing an order with Medixcy you agree to the terms of this Policy.

2. Scope

This Policy applies to physical products sold and fulfilled by Medixcy or our authorised fulfilment partners (for example: medicines, medical devices, consumables). Services such as consultations, diagnostics or digital products are governed by separate terms unless explicitly covered here.

3. Cancellation by You (Before Dispatch)

You may request cancellation of an order before it has been dispatched. To cancel:

1. Visit your order details page in the App/Website and use the cancellation option (if available), or
2. Contact Medixcy Customer Support at support@medixcy.com with your order number.

If the order is successfully cancelled before dispatch, we will initiate a refund in accordance with Section 7 below. Cancellation requests received after dispatch will be treated as returns and are subject to the Returns conditions.

4. Returns — When Allowed

Returns are accepted only under the conditions described below. Not all items are eligible for return — see Exclusions in Section 6.

• Defective or Damaged on Arrival: If an item is delivered damaged or defective, you may request a return within 48 hours of delivery. Please retain original packaging and provide photographs as requested.
• Incorrect Item Supplied: If we deliver an item different from what you ordered, contact us within 48 hours of delivery for a return and replacement.
• Severely Not as Described: If a product is materially different from its listing (wrong strength, expiry mismatch, counterfeit suspicion), notify us within 48 hours.

For all eligible returns, we will guide you through the return collection or drop-off process and inspection.

5. How to Request a Return

1. Contact Customer Support within the specified timeframe with your order number, details of the issue, and photos (if applicable).
2. Do not discard original packaging, labels or product inserts — these may be required for verification.
3. We may arrange pickup through our courier partner or ask you to drop the item at an authorised location.
4. Returned items will be inspected. We reserve the right to reject a return if the item is not eligible under this Policy or is materially altered/used beyond reasonable inspection.

6. Items Not Eligible for Return

The following categories of products are generally not eligible for return unless faulty, damaged, or supplied incorrectly:

• Prescription medicines where return/ resale is legally restricted.
• Unsealed consumables and personal hygiene items (e.g., wound dressings, sealed personal care items) once the product seal is broken.
• Temperature-sensitive products (unless received damaged or in breach of storage conditions).
• Items marked non-returnable on the product page.
• Products missing original packaging, serial numbers, or batch labels (unless damaged in transit).

Local laws and regulations may impose further limitations on returns for certain medical or pharmaceutical products.

7. Refunds — Method & Timing

Refunds are issued after we verify the returned item (where applicable) and confirm eligibility. Refunds will be provided using one of the following methods:

• Original payment method: Refund to the credit/debit card, net banking account, or wallet used for purchase. Processing timelines depend on the payment provider and your bank; typically refunds to cards may take 5–14 business days.
• Medixcy Wallet / Store Credit: In some cases, at our discretion, refunds may be issued as wallet credit which can be used for future purchases on the Services.
• Cash on Delivery (COD) orders: If eligible for refund, we may issue refund via bank transfer or wallet credit after verifying the return.

Any shipping charges originally charged at checkout are handled as follows: if we delivered an incorrect or defective item, return shipping will be borne by Medixcy; if you return for a reason other than our error, return shipping charges may apply and be deducted from the refund amount.

8. Partial Refunds & Deductions

In some situations a partial refund may be issued (for example, where a product is returned without all accessories, missing parts, or in a condition that reduces its value). We will notify you of any deductions and the reason for them.

9. Replacement & Exchange

Where an item is eligible for replacement (e.g., damaged or incorrect item), we will either:

• Ship a replacement item to you at no additional cost (subject to availability), or
• Offer a full refund if replacement is not possible.

Exchanges (for different variants, sizes or strengths) are subject to availability and may be treated as a return followed by a new order.

10. Refunds for Cancellations

If you successfully cancel an order before dispatch, we will process the refund as described in Section 7. If third-party fees (payment gateway) were incurred, those may be deducted depending on the payment provider’s rules.

11. Fraud Prevention & Verification

To prevent fraud and misuse, we may require verification (identity, proof of purchase, photographs) before approving a refund or replacement. Fraudulent return attempts may be declined and reported to authorities.

12. Shipping Costs for Returns

Return shipping costs depend on the reason for return:

• Our error (damaged/wrong/defective): Medixcy will cover reasonable return shipping costs.
• Customer-initiated returns (change of mind): You may be responsible for return shipping charges unless otherwise stated.

13. Tax & Duties Adjustments

For domestic purchases, refunds will generally include any taxes charged at the time of purchase subject to verification. For international orders, any duties or taxes charged by customs are governed by local rules and may not be refundable by Medixcy — please check the relevant customs rules.

14. Disputes & Escalations

If you disagree with our decision on a return or refund, contact Customer Support in writing at grievance@medixcy.com. We will investigate and respond within a reasonable timeframe. For unresolved disputes, refer to the dispute resolution or consumer protection procedures applicable in your jurisdiction.

15. Force Majeure

We are not liable for delays in returns, inspections or refunds resulting from events beyond our control (natural disasters, strikes, transport disruptions, public health emergencies, or governmental actions).

16. Changes to this Policy

We may update this Policy from time to time. Material changes will be posted on this page with an updated "Last updated" date. Your continued use of the Services after changes indicates your acceptance of the revised Policy.

17. Contact Us

For returns, refunds or any questions about this Policy, please contact:

Medixcy Private Limited
Address: [Insert registered office address]
Email: support@medixcy.com
Grievance / Escalation: grievance@medixcy.com
Phone: [Insert phone number]