Returns, Refund & Exchange Policy

Our Promise

• Every order is packed and checked at our facility in Bhavnagar, Gujarat before it leaves.
• If we make a mistake, we pay for it: free reverse pickup, free replacement or a full refund, including any shipping charges.
• We confirm every request within 2 business days, and you will always know the status of your return or refund.

What You Can Return or Replace

What Can't Be Returned

• Opened, used or partly consumed products, unless they are defective
• Products whose seal, cap band or tamper-evident packaging has been broken after delivery
• Products damaged by misuse, improper storage or anything that happened after delivery
• Requests based on taste, smell, texture or colour preference, or on perceived results — Ayurvedic products act gradually and results vary between individuals
• Free gifts, samples and promotional items, unless returned along with the main product
• Requests raised after the time limits above
• Products bought from other sellers, marketplaces or offline stores

How to Raise a Request

1. 1

   Contact us within the time limit

   Email contact@prmpharmaceuticals.com or call +91-9227928075 (Monday – Saturday, 10:00 AM – 7:00 PM) with your order number, the issue, and clear photos of the product, its batch number and expiry date, and the outer box.

2. 2

   We review and confirm

   We acknowledge your request within 1 business day and confirm whether it is eligible within 2 business days. For some issues — such as a leaked bottle — photos are enough and we may send a replacement without a pickup.

3. 3

   Free reverse pickup

   We arrange a pickup from your address through NimbusPost's courier partners. Pack the product securely, in its original packaging where possible. If your pincode is not covered for pickups, we will share our return address and reimburse your courier charges for returns caused by our error.

4. 4

   Quality check

   Once the parcel reaches our Bhavnagar facility, we inspect it within 2 business days.

5. 5

   Replacement or refund

   We dispatch your replacement, or initiate your refund, within 2 business days of approval and send you a confirmation.

For change-of-mind returns of sealed products, you can ship the product to us yourself, or we can arrange a pickup and deduct the reverse-shipping cost from your refund.

Refunds

Once a return or cancellation is approved, we initiate the refund within 2 business days. Online payments are refunded through Razorpay to the original payment method; after that, the time taken to reach your account depends on your bank:

• Refunds for online payments can only be made to the original payment method.
• When the return is due to our error — damaged, wrong, defective, expired or late — we refund the shipping charges too, if any were paid.
• For change-of-mind returns, the original shipping charges (if any) are not refunded, and the reverse-shipping cost is deducted if we arrange the pickup.
• If only part of an order is affected, we refund or replace just those items.
• If you haven't received your refund within the times above, contact us with your order number and we will share the refund reference (ARN/UTR) so you can check with your bank.

Exchanges & Replacements

Replacement with the same product

For any eligible issue in the table above, we replace the product free of cost, subject to stock. If it is out of stock, we refund you in full.

Exchange for a different product

Unopened products with the seal intact can be exchanged for a different product within 7 days of delivery. Once we receive the original in resaleable condition, we ship the new product; any price difference is paid by you or refunded to you, and the return shipping is borne by you.

Opened products cannot be exchanged, except when they are defective.

Order Cancellations

• Before dispatch: cancel free of charge by emailing or calling us with your order number. Prepaid orders are refunded in full, initiated within 2 business days.
• After dispatch: a shipped order cannot be cancelled, but you may refuse it at delivery. For prepaid orders, the product value is refunded once the parcel is returned to us; shipping charges, if any were paid, are not refunded.
• Cancelled by us: if we cancel an order — because of stock, a pricing error, an unserviceable pincode or failed payment verification — you get a full refund.
• We never charge a cancellation fee. Repeatedly refusing Cash on Delivery orders may lead to COD being turned off for future orders.

Contact & Grievance Redressal

Most questions are resolved by our customer care team within 2 business days. If you are not satisfied with the resolution, you can write to our Grievance Officer.

The Grievance Officer acknowledges every complaint within 48 hours and resolves it within one month of receipt, as per the Consumer Protection (E-Commerce) Rules, 2020. Please mention your order number in all communication.