Cancellation, Return & Refund Policy

The table below provides a quick overview of cancellation and refund eligibility:

KS4PharmaNet allows cancellation of orders subject to the stage of order processing at the time of the cancellation request. The following provisions apply in accordance with the Consumer Protection Act, 2019 and Consumer Protection (E-Commerce) Rules, 2020.

2.1 Cancellation by the Customer

Stage 1 — Before Prescription Verification

• The customer may cancel the order at any time before a pharmacist has reviewed and verified the uploaded prescription.
• A full refund shall be initiated within 2–3 business days to the original payment source.
• To cancel, use the 'My Orders' section in the app or contact customer support.

Stage 2 — After Prescription Verification, Before Dispatch

• If the pharmacist has verified the prescription but the order has not yet been dispatched, cancellation is allowed.
• Refund will be processed within 3–5 business days.
• Customers must contact our support team within this window as orders are typically dispatched within 2–4 hours of verification.

Stage 3 — Order Dispatched / Out for Delivery

• Once an order is handed over to the delivery partner and is out for delivery, cancellation requests cannot be processed.
• If you refuse to accept delivery, the refund will be subject to deduction of delivery charges and any applicable restocking fee.
• Refused deliveries of prescription medicines will not be eligible for a refund due to the regulatory requirement of maintaining the cold chain and dispensing integrity.

Stage 4 — Delivered Orders

2.2 Cancellation by KS4PharmaNet

KS4PharmaNet reserves the right to cancel any order, in whole or in part, under the following circumstances, with prior notification to the customer where practicable:

• The uploaded prescription is found to be invalid, forged, expired, or illegible.
• The ordered medicine is out of stock or discontinued by the manufacturer.
• The delivery address is outside our serviceable area or is incorrect.
• Suspected fraudulent activity or misuse of the platform.
• Non-compliance with any applicable regulatory requirement.
• Force majeure events including but not limited to natural disasters, pandemic-related restrictions, or government orders.

In case of cancellation by KS4PharmaNet, a full refund shall be initiated automatically within 3–5 business days. No cancellation fee shall be charged.

2.3 Cancellation Fee

KS4PharmaNet does not charge a cancellation fee for orders cancelled before dispatch. Post-dispatch refusals may incur a delivery charge deduction of up to ₹49–₹99 depending on the order type.

Given the nature of pharmaceutical products and applicable regulations under the Drugs and Cosmetics Act, 1940, our return policy differs from standard e-commerce returns. Please read this section carefully.

3.1 Non-Returnable Items (Absolute)

⚠️ The following categories are strictly non-returnable under any circumstances due to health, safety, and regulatory considerations.

• All prescription (Rx) medicines — Schedule H, H1, X, and other prescription-only drugs — once delivered.
• Over-the-counter (OTC) medicines with broken outer seal or opened packaging.
• Temperature-sensitive products: vaccines, insulin, biologics, eye drops, injections, and refrigerated medicines.
• Baby food, infant formula, and paediatric nutritional supplements once outer packaging is opened.
• Personal care and hygiene products (e.g., sanitary products, incontinence care) once unsealed.
• Products with a remaining shelf life of less than 3 months at the time of delivery.
• Hazardous or flammable substances.
• Products purchased during special sale events clearly marked as 'non-returnable'.

3.2 Eligible Returns

Returns are accepted within 7 (seven) calendar days from the date of delivery only in the following specific circumstances:

• Wrong Product Delivered — The product received is different from what was ordered (different brand, salt, dosage, or form).
• Defective or Damaged Product — The product is physically damaged, the seal is broken at the time of delivery (not by the customer), or the product is visually defective.
• Expired Product — The product delivered has already crossed its expiry date at the time of delivery.
• Product Not as Described — The product materially differs from its listing on the platform in terms of composition, strength, or pack size.
• Incomplete Order — One or more items from the confirmed order were missing from the delivered package.

3.3 Conditions for Return

For a return request to be accepted, all of the following conditions must be met:

• The return request must be raised within 7 days of delivery through the app, website, or customer support.
• The product must be unused, in its original condition, and in its original packaging (where applicable).
• Clear photographic evidence of the defect, damage, wrong product, or expired product must be submitted at the time of raising the return request.
• The product must not fall under the non-returnable category listed in Section 3.1.
• The original tax invoice must be available.

3.4 Return Process — Step by Step

• Raise a return request via 'My Orders' on the app/website or call/email customer support within 7 days.
• Provide your Order ID, a brief description of the issue, and upload supporting photographs.
• Our quality team will review the request within 48 business hours.
• If approved, a pickup will be scheduled (in select cities) or you will be asked to ship the product back.
• Upon receipt and physical inspection of the returned product, a refund or replacement will be processed.

📌 KS4PharmaNet reserves the right to reject return requests that do not meet the above conditions, or where the product shows signs of tampering, misuse, or use beyond the accepted return window.

3.5 Replacement Option

Where a valid return is accepted and the same product is available in stock, KS4PharmaNet will offer a free replacement as the primary resolution. A refund will be offered only if:

• The product is out of stock and cannot be replaced.
• The customer explicitly prefers a refund over a replacement.

4.1 Refund Eligibility

Refunds are processed in the following situations:

• Order cancelled by the customer before dispatch (full refund).
• Order cancelled by KS4PharmaNet for any reason (full refund).
• Return request approved as per Section 3 (full or partial refund as applicable).
• Overcharge or duplicate payment due to technical error.
• Payment deducted but order not placed due to a payment gateway failure.

4.2 Non-Refundable Situations

• Delivery charges where the order has been successfully delivered.
• Prescription medicines once dispensed and delivered, except in the case of verified defect or wrong product.
• Products that have been used, opened, or tampered with by the customer.
• Return requests raised after 7 days of delivery.
• Cash on Delivery orders where the package was refused without valid reason.

4.3 Refund Methods and Timelines

Refunds are credited to the original payment source. The timeline depends on the payment method used:

Note: Timelines are from the date the refund is initiated by KS4PharmaNet and are subject to the processing times of respective banks and payment processors.

4.4 Partial Refunds

Partial refunds may be issued in the following cases:

• Only part of the order was returned (for eligible non-medicine items).
• The returned product is found to be partially used or not in original condition, at KS4PharmaNet's discretion.
• A delivery charge deduction applies for refused deliveries.

4.5 Refund for Failed / Duplicate Payments

• If your payment was deducted but the order was not confirmed, the amount will be automatically reversed within 5–7 business days.
• In case of duplicate charges, please contact support with your transaction reference. The duplicate amount will be refunded within 3–5 business days.

4.6 GST on Refunds

Refunds shall include the applicable GST component. A Credit Note (as per CGST Rules, 2017) will be issued for eligible refunds and made available under 'My Orders / Invoices' in your account.

5.1 Controlled Substances (Schedule X / NDPS)

Products classified under Schedule X of the Drugs and Cosmetics Rules, 1945 or regulated under the Narcotic Drugs and Psychotropic Substances Act, 1985 cannot be cancelled, returned, or refunded once dispensed, irrespective of circumstances. Refunds in such cases, if at all applicable, require prior approval from the concerned State Drug Controller.

5.2 Cold-Chain / Refrigerated Products

⚠️ Due to the irreversible nature of cold-chain breaks, refrigerated medicines (e.g., insulin, certain eye drops, vaccines) are non-returnable once delivered unless the defect is identified and documented at the time of delivery in the presence of the delivery agent.

5.3 Subscription Orders

• Upcoming subscription cycles may be cancelled at least 24 hours before the scheduled dispatch date.
• Active deliveries within a subscription cycle follow the standard cancellation/return policy.
• Prepaid subscription amounts will be refunded on a pro-rata basis for unutilised cycles upon account closure.

5.4 Orders Under the Ayushman Bharat / PMJAY Scheme

Orders placed under government health schemes are subject to the terms of those schemes in addition to this policy. Refunds for such orders will follow the scheme guidelines.

You may raise a cancellation, return, or refund request through any of the following channels:

📱 In-App / Website: Navigate to My Orders → Select Order → Request Cancellation / Return

📧 Email: ks4pharmanet@gmail.com

📞 Phone: +91-9005606607 (Monday to Saturday, 9:00 AM to 6:00 PM IST)

💬 Live Chat: Available on the app and website during business hours

Our customer support team will acknowledge your request within 24 business hours.

If your cancellation, return, or refund request is not resolved to your satisfaction within 15 business days, you may escalate to our Grievance Officer:

Name: Sanjay Kumar Singh
Address: Shop No. 18, UGF Paramount, Cross Gate, Money Mounta, Plot 94 & 98, Saraswati Puram, Raebareli Road, Lucknow – 226014.
Email: ks4pharmanet@gmail.com
Phone: 9005606607

The Grievance Officer shall address complaints within 30 days in accordance with the Consumer Protection Act, 2019. If unresolved, you may approach the appropriate Consumer Disputes Redressal Commission (District/State/National) under the Consumer Protection Act, 2019.

This Cancellation, Return & Refund Policy is governed by the laws of India, including but not limited to:

• Consumer Protection Act, 2019
• Consumer Protection (E-Commerce) Rules, 2020
• Drugs and Cosmetics Act, 1940 and Rules, 1945
• Central Goods and Services Tax (CGST) Act, 2017
• Information Technology Act, 2000

Any disputes arising out of this policy shall be subject to the exclusive jurisdiction of the courts at [City], India.

KS4PharmaNet reserves the right to amend this policy at any time. Updated versions will be published on the platform with a revised effective date. Continued use of the platform after publication constitutes your acceptance of the revised policy. For material changes, we will endeavour to notify registered users via email or in-app notification.

FOR QUERIES RELATED TO THIS POLICY, PLEASE CONTACT SUPPORT@SIMBABIOTECH.IN

© 2025 KS4PharmaNet. All Rights Reserved.