Return & Refund Policy

At Zeelab Pharmacy, we take utmost care to ensure that all medicines and healthcare products are packed, handled, and delivered in secure conditions and in accordance with regulatory standards. Every order is processed with attention to accuracy, product integrity, and patient safety. In the rare event of an issue, we will assist you promptly as per the policy below.

1. Eligible Cases for Return/Refund

Return or refund requests are accepted only in the following situations:

• Damaged product received at delivery
• Wrong product delivered
• Near-expiry product (remaining shelf life of 3 months or less at the time of delivery)
• Missing item(s) in the order

2. Reporting Timelines

To ensure timely resolution, please notify us within:

• Damaged/Wrong product: within 3 days of delivery
• Near-expiry product: within 3 days of delivery
• Missing item(s): within 24 hours of delivery

To initiate a request, contact our support team: care@zeelabpharmacy.com

3. Mandatory Evidence Requirements

For Damaged / Wrong / Near-Expiry Products:

• Clear product photos with damage visibly highlighted (for damaged items)
• Photo of the wrong product received (for wrong product cases)
• Outer packaging photos
• Expiry date photo (for near-expiry cases)
• Order ID
• Invoice
• Video evidence (if required)

For Missing Item(s):

• Outer packaging photos
• Photo of items received (if any)
• Invoice
• Order ID
• Video evidence (if required)

Incomplete evidence may result in rejection of the request.

4. Process Overview

• Acknowledgement: We will acknowledge and review your request within 2 working days.
• Pickup (If Applicable): If required, we may arrange a reverse pickup at our discretion.
• Verification: The returned product (if applicable) will undergo quality verification.
• Resolution: Based on eligibility, a refund or replacement will be processed.

If a pickup is arranged, the refund/replacement will be initiated only after the product has been successfully collected and verified.

5. Refund & Replacement Policy

• For products valued below ₹100 → Refund will be issued
• For products valued at ₹100 and above → Replacement will be done (subject to stock availability)
• If replacement is unavailable → Refund will be initiated

Refund Timelines:

• Refunds are usually credited within 14 working days after verification, depending on your payment provider or bank.
• Refunds for COD orders will be processed to the bank account shared by the customer.

6. Exclusions (Non-eligible Scenarios)

• Change-of-mind
• Product not damaged, wrong, expired, or missing
• Product opened, used, altered, or tampered with
• Missing original packaging, mono-cartons, or labels
• Requests submitted after the applicable reporting window

7. Prevention of Fraudulent Claims

Zeelab Pharmacy reserves the right to reject or reverse claims found to be fraudulent, misleading, or abusive. Legal action may be taken in such cases.