Cancellation, Returns & Refund Policy

OTC medications — those that do not require a prescription — may be returned under the following conditions:

• Unopened OTC medications in their original, undamaged packaging are eligible for a full refund if you raise a return request within 7 days of delivery.
• If you receive a damaged, incorrect, or expired OTC product, notify us within 24 hours of delivery. We will arrange a replacement or a full refund — your choice.
• Opened or partially used OTC products cannot be returned, for hygiene and safety reasons.

Returned OTC medications are not resold. They are disposed of in accordance with applicable pharmaceutical waste management guidelines.

Prescription medications (Schedule H and Schedule H1 drugs) are governed by the Drugs and Cosmetics Act, 1940 and the Drugs and Cosmetics Rules, 1945. Because of regulatory requirements, returns on dispensed prescription drugs are very limited.

• Prescription medications cannot be returned once dispensed, as they cannot be re-entered into the supply chain under applicable regulations.
• Exceptions apply for a dispensing error (wrong drug, wrong strength, wrong quantity) or a quality defect (damaged packaging, contamination, expired product). In these cases, notify us within 24 hours of delivery for a replacement or full refund.
• If your prescription is rejected as invalid or incomplete before dispensing, your order will not be processed and any amount paid will be refunded in full.
• Refrigerated, temperature-sensitive, or cold-chain medications cannot be returned once delivered, as their integrity cannot be verified after leaving our controlled storage environment.

For reasons of hygiene, safety, and regulatory compliance, the following product categories are non-returnable. Items marked "Non-returnable" on the product page, or whose return window has expired, cannot be returned.

For home sample collection and diagnostic test bookings:

• Cancellations made at least 12 hours before the scheduled appointment are eligible for a full refund.
• Cancellations made within 12 hours of the appointment may attract a cancellation fee, communicated to you at the time of booking.
• If our phlebotomist or technician is unable to attend for reasons within our control, we offer a reschedule at no additional charge or a full refund — your choice.
• If test results are inconclusive due to a laboratory processing error, we arrange a retest at no additional cost or issue a full refund.

For home nursing appointments and care packages:

• Cancellations made at least 2 hours before the scheduled visit are eligible for a full refund with no cancellation fee.
• Cancellations made within 2 hours of the scheduled visit may attract a cancellation fee, disclosed at the time of booking.
• If our nurse is unable to attend for reasons within our control, we reschedule at no additional cost or provide a full refund.
• If you are dissatisfied with the quality of nursing care, contact us within 24 hours of the visit. We will review your concern and respond appropriately, which may include a partial or full refund.
• For ongoing nursing care packages, unused sessions may be refunded on a prorated basis, subject to any applicable service or coordination fee communicated before the refund is processed.

The quickest way to sort out a refund is to get in touch directly:

1. 1 Email refunds@evirishealth.com or call us with your order number or booking ID, the date of the order or service, and a brief description of the issue.
2. 2 For product quality issues, include a photograph if possible — this helps us process your request faster.
3. 3 We will acknowledge your request within 48 hours and aim to provide a resolution within 7 business days.
4. 4 Complex cases involving third-party pharmacy or laboratory partners may take up to 15 business days; we will keep you informed along the way.
5. 5 Once approved, your refund is credited back to the original payment method used at the time of the transaction.

Approved refunds are credited back to the original payment method used at the time of the transaction. If the original payment method is no longer active (e.g. an expired card or a closed account), please contact us and we will work with you to arrange an alternative refund method.

eViRis Health coordinates refunds through our pharmacy and service partners. In cases where a payment has already been settled to a partner, reconciliation may add a small amount of additional time to the overall process. We will keep you updated if this applies to your request.

If your payment was debited but the order was not confirmed, or if you were charged more than once for the same transaction due to a payment gateway or network issue, please contact us with your transaction ID or UTR number. We will verify the payment status and, if valid, process a full refund promptly — typically within 5 business days of confirmation, in line with RBI payment processing guidelines.

There are some situations where we won't be able to process a refund:

• The product or service was used, opened, or consumed before the return request was raised.
• The return request falls outside the applicable time window described in this policy.
• There is evidence of misuse, fraud, or a pattern of repeated return requests.
• Applicable regulatory or legal restrictions prevent the return of specific products.
• Force majeure events — including natural disasters, network outages, or government actions — that are beyond our reasonable control.

Every case is different, and we'll always try to do right by you — even if the situation doesn't fit neatly into the categories above. Just reach out.

If our first response doesn't resolve things to your satisfaction, reply to the same email thread with the subject "Refund Escalation", or call us. We'll acknowledge within 72 hours and work toward a final resolution within 30 days, as required under the Consumer Protection Act, 2019.

If you're still not happy after that, you have every right to take the matter to a Consumer Dispute Redressal Commission under the Consumer Protection Act, 2019 — we'll cooperate fully.