Returns & Refund Policy

When you can return an item

We accept returns and issue a refund or replacement only when:

• The medicine was delivered damaged (broken strip, leaking bottle, torn packaging).
• You received the wrong item — a different medicine, strength or pack than you ordered.
• The medicine was expired or very close to expiry on delivery.
• The order was incorrectly supplied by our pharmacy (quantity or item mismatch).

What we cannot accept

For everyone's safety, we cannot take back medicines once they have left our control unless one of the reasons above applies. This means we do not accept returns for:

• Medicines opened or partially used, or with a broken seal (unless delivered that way).
• Change of mind, wrong self-selection, or a doctor changing your prescription after delivery.
• Refrigerated items (for example insulin) once the cold chain has left our custody, unless damaged on arrival.

How to raise a return

1. Contact us within 48 hours of delivery at +91 761 240 8910 or care@healthriverpharmacy.in with your order number.
2. Share a photo of the item and the issue (damage, wrong item, or expiry).
3. Keep the medicine in its original packaging until our pharmacist reviews the case.

Refunds & replacements

Once verified by our pharmacist, we will arrange a free replacement or a full refund of the item amount. For online (Razorpay) payments, approved refunds are credited back to the original payment method (card / UPI / netbanking) within 5–7 working days. For Cash on Delivery orders, refunds are made in cash at any HealthRiver store or via UPI to your registered number, usually within 3–5 working days. Damaged or wrong-supply items are collected at no cost to you.