Cancellation, return and refund policy

Last updated: 11 November 2026. Draft for review by Rajat Medicals.

Medicines are regulated products and cannot be treated like ordinary goods. This policy explains when an order can be cancelled, when goods can be returned, and how a refund or credit is given. It applies to registered retailers buying through the Rajat Medicals portal.

1. Cancelling an order

An order can be cancelled only while it is still pending, before we dispatch it. Contact us as soon as you can; we cancel it for you and the order shows as cancelled.
Once an order is dispatched it cannot be cancelled. If the goods are not what you ordered, follow the returns steps below.
We may cancel an order, for example if stock is short, a price or product detail was wrong, or your account or licence needs attention. We will tell you and, if you have already paid, refund the payment as described below.
An order that already has a payment recorded against it cannot be cancelled on the portal. We will settle it with you directly.

2. Returns

We accept a return only in these cases:

the goods arrived damaged or broken;
we sent the wrong item, strength or pack, or the wrong quantity;
the goods arrived expired or past the date we stated at the time of sale.

How to report a problem

Tell us within 48 hours of delivery. Reports after that may not be accepted.
Give the order number, the item, the batch number and what is wrong, with clear photos of the item and the packing.
Keep the goods unopened, in their original packing and stored properly, until we reply.

We will check your report and tell you whether to send the goods back, or we may arrange to collect them.

What we cannot take back

goods that are opened, used, marked, or not in their original saleable packing;
goods stored wrongly after delivery, for example in heat or damp, or temperature-sensitive goods once they have left our care;
goods sold with a short-dated or clearance label, where the date was stated at the time of sale;
items specially ordered for you, and goods we have told you are not returnable;
goods reported after the 48-hour period, unless the law requires otherwise.

Because of drug regulations, we cannot accept back medicines that you simply no longer need or could not sell.

3. Refunds

When a return is accepted, or an order is cancelled after you paid, we refund the amount you paid for the affected goods. Delivery charges, if any, are refunded only when the problem was our mistake.
Refunds are made to the account or UPI you paid from, or adjusted as a credit against any unpaid balance on your account, whichever you and we agree.
We aim to complete the refund or credit within 7 working days after the returned goods reach us and pass our check, or after we cancel the order. Your bank may take extra time to show it.
If part of an order is accepted, only that part is refunded.
If you paid in cash, we will agree with you how the refund is made.

4. Our decision

We decide each case after checking the goods, the batch and our records. If you disagree with a decision, tell us and we will look at it again.

5. Contact us

Please contact Rajat Medicals using the contact details shown at the bottom of this page.