We follow the Drugs & Cosmetics Act, 1940. Medicines once sold cannot be refunded, but we guarantee replacements whenever there is an issue with quality, damage, or accuracy.
1. Overview
- Medicines once sold are not eligible for cash or payment refunds in accordance with the Drugs & Cosmetics Act, 1940 and allied pharmacy regulations.
- We offer hassle-free replacements only in cases where products are incorrect, damaged, expired, or missing from the shipment.
- Requests must be raised within 48 hours of delivery so that we can investigate and process replacements quickly.
2. Eligible for Replacement
- You received a different medicine or variant than what was ordered.
- The product reached you in a damaged, tampered, or leaked condition (include photos of the parcel and inner packaging).
- The product supplied is past its expiry date or has less than 3 months of shelf life remaining.
- Items missing from your order box (partial delivery).
3. Not Eligible for Replacement
- Opened, partially used, or seal-broken medicines and health consumables unless the issue existed at the time of delivery.
- Cold chain / temperature-sensitive products after successful delivery.
- Orders reported after 48 hours of delivery completion.
- Products showing damage caused by improper storage at the customer’s premises.
4. Replacement Process
- Share your order ID, product details, and clear photos/videos highlighting the issue via WhatsApp or email at support@florachemist.online.
- Our pharmacist team verifies the claim within 24 business hours and may request additional documentation (e.g., prescription copy).
- Once approved, a replacement dispatch is scheduled immediately or during the next available delivery slot.
- If the product is out of stock, we issue a store credit of equal value valid for 12 months.
5. Pickup & Exchange
- Courier pickup is arranged for damaged / incorrect items where retrieval is required by regulation.
- For store pickup orders, return the item to our Dombivli store with the original invoice for inspection.
- Ensure products remain unopened and are stored under recommended conditions until pickup/return.
6. Need Help?
- Call or WhatsApp our helpline: +91 91672 61103.
- Email our support desk: support@florachemist.online.
- Visit our store: Flora Chemist, Dombivli, Maharashtra, India.
Need to raise a replacement request? Email support@florachemist.online or WhatsApp us on +91 91672 61103 within 48 hours of delivery.