Cancellation & Refund Policy

For patient safety and in compliance with the Drugs and Cosmetics Act, 1940 and the Drugs and Cosmetics Rules, 1945, medicines and other healthcare products cannot be returned or exchanged once they have been dispensed and delivered. Once a medicine leaves our custody, its storage conditions and integrity can no longer be guaranteed, so it cannot be re-sold or restocked.

Please review your order, prescription and quantity carefully before confirming. If you are unsure, our care team is happy to help before you place the order.

We will arrange a replacement or refund only where, at the time of delivery, the product is:

• Damaged in transit — packaging or the product is visibly broken, leaking or tampered with;
• Incorrect — you received a different product, strength or quantity than what was confirmed in your order;
• Expired or near-expiry — the product delivered has expired or carries an unreasonably short remaining shelf life.

These exceptions apply only when the issue is reported promptly (see below) and verified by our team.

• Please report the issue within 48 hours of delivery by contacting our care team. Later reports are still reviewed on the evidence.
• Do not use the affected product. Keep it in its original packaging.
• Share clear photographs of the product, batch number, expiry and outer packaging, along with your order reference.
• Our team will review and confirm the eligible resolution — a replacement or a refund.

Medicines that must be kept cold (such as many biologics and injectables) are packed in an insulated box with cold packs. Once a cold-chain medicine has been delivered, we cannot take it back or refund it, because we can no longer be sure it was stored correctly.

If the parcel arrives warm, damaged or wrong, do not use it and tell us at the time of delivery or within a few hours (a WhatsApp photo is enough). We will check it and send a replacement free of charge.

Cancelling before dispatch is always possible, with a full refund of anything you have paid.

Where a refund is approved (for medicines other than cold-chain medicines — see section 4), it will be processed to the original payment method within 7 working days of approval (your bank may take a few more days to show it). Where a replacement is approved, we will dispatch the correct item at no additional cost.

Shipping or handling charges, where applicable, may be non-refundable except in cases where the error or damage was on our side.

You may cancel an order at any time before it is dispatched — just message us on WhatsApp (+91 84608 25253) or call +91 63595 01108. If you have already paid, the full amount is refunded to the original payment method. Once an order has been dispatched, it cannot be cancelled, though the exceptions above may still apply on delivery. We may cancel orders that fail prescription verification or for stock or regulatory reasons, with a full refund of any amount paid.

To report a delivery issue or ask about a refund, contact our care team at info@anavrinlifesciences.in or call +91 63595 01108. Opp. Railway Under Pass, Makarba, Ahmedabad – 380051, Gujarat, India.