At EMEDIEXP PRIVATE LIMITED (“EMEDIEXP”, “we”, “our”, or “us”), we aim to provide a reliable and transparent ordering experience for medicines and healthcare products.
This Return, Refund and Cancellation Policy explains the conditions under which customers may request order cancellations, report product or delivery issues, request eligible returns, and receive refunds for purchases made through https://www.emediexp.com/.
All requests will be reviewed in accordance with the applicable order conditions, product eligibility, safety requirements, and Indian consumer protection and regulatory laws.
Customers may request cancellation before an order has been dispatched by contacting our customer support team with the order number and registered contact details.
We will review the order status and confirm whether cancellation is possible.
Once an order has been packed, handed over to a delivery partner, or dispatched, cancellation may no longer be possible through the standard process.
Orders requiring prescription verification may be placed on hold until the necessary checks have been completed.
If a prescription is missing, invalid, incomplete, or does not satisfy applicable requirements, the order may be declined or cancelled.
Where payment has already been collected, an eligible refund will be initiated in accordance with this policy and applicable law.
EMEDIEXP may cancel an order if:
If payment has been collected for a cancelled order, any eligible refund will be processed through the applicable payment method.
Due to the nature of medicines and healthcare products, returns may be restricted for safety, hygiene, storage, and regulatory reasons.
Customers should contact us as soon as possible if they receive:
Please report such issues preferably within 48 hours of delivery to help us investigate and resolve the matter promptly.
This requested reporting period does not remove or restrict any mandatory rights or remedies available under applicable law.
For safety and hygiene reasons, certain products may not be eligible for return, including:
These restrictions do not automatically apply where a product is incorrect, damaged, expired at delivery, defective, or otherwise eligible for a remedy under applicable law.
If you receive a product that appears unsafe or defective, contact our customer support team for instructions. Do not attempt to return medicines or regulated products without prior guidance.
To submit a request, contact our customer support team using the contact details provided below.
Please include the following information:
Please retain the product, packaging, invoice, and relevant labels until the review is completed.
Our team may request additional information to verify the issue and determine the appropriate resolution.
Once we receive your request, we will review the order details and available supporting information.
Depending on the circumstances, the resolution may include:
For products that cannot safely or lawfully be returned, we may arrange an alternative resolution without requiring the customer to ship the product back.
We will communicate the outcome and any further instructions through the available customer support channels.
A refund may be approved in circumstances including:
The refund amount will be determined based on the circumstances of the case, the amount paid, applicable charges, and relevant legal requirements.
Delivery charges and other fees will be assessed in accordance with the disclosed order terms and applicable law.
No provision of this policy is intended to deny a refund or other remedy where it is legally required.
Once a refund has been approved, EMEDIEXP will initiate the refund through the original payment method wherever practicable, or through another lawful method where appropriate.
Our proposed standard processing estimates are:
These are estimated processing periods and are not guaranteed settlement times. Actual crediting time may vary depending on the payment provider, bank, and transaction method.
Where a mandatory legal or payment-provider deadline applies, the applicable deadline will take precedence.
If a refund has not been credited within the expected period, please contact our support team with your order number and payment transaction reference.
For eligible refunds relating to Cash-on-Delivery orders, customers may be asked to provide the necessary bank account or other payment details through a verified customer support channel.
Customers should never disclose OTPs, UPI PINs, payment passwords, or other confidential authentication credentials to receive a refund.
Any refund will be processed after the request and payment details have been appropriately verified.
If an incorrect, damaged, or expired product is delivered, please contact us promptly, preferably within 48 hours of delivery.
Where relevant, provide photographs of the product, packaging, batch details, expiry date, and shipping label.
After reviewing the request, we will determine the appropriate remedy, which may include replacement, refund, or another resolution in accordance with applicable law.
Do not use a product if you suspect that it is expired, contaminated, damaged, or otherwise unsafe. If you have a health concern relating to a product, consult a qualified healthcare professional.
If any product or quantity is missing from your order, contact our support team with your order number and details of the missing item.
We will review the order and delivery information. Depending on the outcome, we may arrange delivery of the missing item, where available and permitted, or provide an eligible refund.
If an order cannot be delivered because of an incorrect address, recipient unavailability, courier restrictions, or another delivery issue, our team will review the circumstances and communicate the available options.
If an order is returned to us or cancelled without successful delivery, any refund will be assessed in accordance with the applicable order terms and law.
Any delivery charge or deduction must be lawful and appropriately disclosed. Customers will not be deprived of any mandatory refund or other remedy available under applicable law.
Exchanges or replacements may be offered for eligible cases, subject to product availability, verification, safety requirements, and applicable law.
Prescription medicines will not be substituted or replaced in a manner that violates prescription or dispensing requirements. Any substitution requiring professional or regulatory approval must follow the applicable requirements.
If you believe that you have been charged more than once for the same order or that a payment has been deducted without a confirmed order, please contact us with the transaction reference, date, amount, and relevant order details.
We will review the transaction and coordinate with the payment provider where necessary.
Verified duplicate or erroneous charges will be handled in accordance with applicable payment procedures and legal requirements.
Customers are requested to:
These responsibilities are intended to help resolve requests efficiently and do not limit mandatory consumer rights.
We may investigate suspected payment fraud, false claims, or misuse of the return process.
Any action taken will be proportionate and consistent with applicable law. This section does not restrict customers from reporting genuine payment, product, or delivery issues or exercising their legal rights.
We may update this policy from time to time to reflect changes in our services, operational procedures, or applicable legal requirements.
The latest version will be published on this page with its updated date. Transactions and customer requests will be handled in accordance with applicable law and the terms applicable to the relevant transaction.
For order cancellations, returns, refunds, payment issues, or product-related complaints, please contact:
Address: 28/5-3F, Venkatasapuram, Salem, Tamil Nadu – 636007, India
Email: info@emediexp.com
Phone: +91 9384876417
Please include your order number and a brief description of your concern so that our team can review your request efficiently.
We aim to respond to customer enquiries within two business days, where reasonably possible.