EMS Express Orders
100% Free Reshipment Guarantee
If your EMS Express shipment does not arrive, we reship at no cost: no hidden conditions or tricky verification.
No Return Policy on Pharmaceutical Products
Due to the nature of pharmaceutical products (regulatory requirements, tamper-evidence standards, and safety), we do not accept physical returns of products once dispatched.
This is standard practice in international pharmaceutical commerce and is consistent with regulations applicable to pharmaceutical exports from India.
All sales are considered final upon dispatch. Our Reshipment Guarantee for EMS Express provides equivalent protection against non-delivery without requiring returns.
Reshipment Policy by Shipping Method
✈️ EMS Express ($75)
- ✓ 100% free reshipment if not delivered
- ✓ No questions, no documentation required
- ✓ Covers customs seizure scenarios
- ✓ Reshipment processed within 2 working days
- ✓ 80–90% first-attempt success rate
📮 ITPS Postal ($30–$35)
- ✗ No reshipment guarantee
- ✗ Buyer assumes all delivery risk
- ✗ Seizures not covered
- ✓ Cost-effective for low-value, low-risk orders
- ✗ ~50% delivery success rate
We strongly recommend EMS Express for all orders, especially high-value or time-sensitive shipments. The delivery guarantee is comprehensive and we stand fully behind it.
How to Claim a Reshipment (EMS Only)
If your EMS Express shipment has not been delivered after the expected delivery window has passed:
- Contact us via WhatsApp (+91 86000 10711) with your order reference
- Allow up to 45 days from dispatch before claiming non-delivery (international transit delays can occur)
- We will verify tracking and initiate reshipment within 2 working days of claim confirmation
- No additional payment is required for the reshipment
Reshipment is offered as single resend. If the reshipment also fails in extraordinary circumstances, we will discuss appropriate resolution individually.
Refund Eligibility
Monetary refunds (as opposed to reshipment) are considered only in the following circumstances:
- Wrong product dispatched: If we dispatch a product materially different from what was ordered, a full refund or replacement will be offered
- Order cancelled before dispatch: If an order is cancelled in writing before dispatch has occurred, a full refund will be processed
- Defective or damaged product upon arrival: If photographic evidence of damage is provided within 48 hours of delivery, a refund or replacement will be considered
Note: Refunds are processed via the same payment method used for the original transaction (SWIFT reverse, Wise, or Remitly). Processing may take 3–7 business days depending on the payment provider.
Exclusions
The following situations are explicitly not covered by our reshipment or refund policy:
- Non-delivery on ITPS Postal orders (buyer assumes risk)
- Seizure by customs where the buyer failed to verify import legality in their country
- Delivery failure due to incorrect shipping address provided by the buyer
- Orders where payment was not fully confirmed before dispatch
- Change of mind after dispatch