PillZet Refund, Cancellation & Return Policy
Effective Date: 01/03/2026
Last Updated: 01/03/2026
PillZet is committed to ensuring transparency, safety, and customer satisfaction while complying with applicable pharmaceutical and consumer protection laws. This policy outlines the conditions under which cancellations, returns, and refunds are permitted.
1. Order Cancellation Policy
1.1 Cancellation Before Dispatch
Orders may be cancelled before the pharmacy accepts the order.
Cancellation can be requested via:
- The PillZet app or website under My Orders, or
- By contacting PillZet Customer Support
1.2 Cancellation After Dispatch
Once an order is dispatched, cancellation is generally not permitted.
However, in cases where the customer receives an insufficient, incorrect, or misplaced order, the customer may raise a request through the PillZet app/website or by contacting customer support.
Upon successful verification, a return or replacement pickup will be arranged in accordance with this policy and applicable eligibility criteria.
1.3 Prescription-Based Orders
Orders containing prescription medicines may be cancelled only before prescription verification and acceptance by the pharmacy.
Once verified and processed, cancellation is not permitted due to regulatory restrictions.
2. Return Policy
2.1 Return Eligibility
Returns are accepted only in cases where:
- The product is damaged, defective, expired, or incorrect at the time of delivery
- The issue is reported within the applicable return window
2.2 Return Window
Medicines: Return requests must be raised within 24 hours of delivery.
Non-medicine healthcare products (OTC products, devices): Return requests must be raised within 24 hours of delivery.
Return eligibility may vary by product and will be indicated on the product page. If not indicated, the above timelines shall apply.
2.3 Conditions for Return
Returned items must:
- Be unused and unopened, except for secondary packaging
- Have original packaging, labels, and invoice intact
- Not be tampered with or partially consumed
2.4 Non-Returnable Items
The following items are non-returnable, except in cases of damage or incorrect delivery:
- Products marked “Non-Returnable” on the product page
- Opened or used medicines
- Temperature-sensitive products once delivered correctly
- Personal care, hygiene, and consumable items
- Free promotional products
3. Return Process
Customers must initiate a return request via My Orders on the PillZet app/website or by contacting customer support.
PillZet may request images or additional information for verification purposes.
Upon approval, a reverse pickup will be arranged where applicable.
4. Refund Policy
4.1 Refund Eligibility
Refunds are initiated only after:
- Successful verification of the returned product, or
- Confirmation of non-delivery, cancellation, or order failure
4.2 Refund Method
Refunds are processed to the original payment method.
For Cash on Delivery (COD) orders, refunds may be issued via bank transfer or wallet, subject to customer-provided details.
4.3 Refund Timelines
Refunds are generally processed within 7–14 business days after approval.
Actual credit timelines may vary depending on banks, payment gateways, or regulatory processes.
4.4 Partial or No Refund
PillZet reserves the right to issue partial refunds or deny refunds if:
- Return conditions are not met
- The product is non-returnable
- The return request is raised outside the eligible timeframe
5. Order Refusal & Failed Delivery
If delivery fails due to incorrect address, customer unavailability, or refusal without valid reason, PillZet may deduct logistics or handling charges from the refund.
6. Regulatory Compliance
All returns and refunds for medicines are handled in compliance with the Drugs & Cosmetics Act, applicable pharmacy regulations, and consumer protection laws.
PillZet reserves the right to modify or deny any request that violates legal, regulatory, or safety guidelines.
7. Customer Support
For queries related to cancellations, returns, or refunds, customers may contact:
📧 Email: support@pillzet.in
📞 Phone: 6309700685
🕒 Support Hours: 9 AM – 7 PM