Home About us Privacy policy Terms and condition Contact us Vendor registration Deliveryman registration

Refund Policy

Home / Refund Policy

At MedGro (prabhatmedical.xyz), customer satisfaction is our top priority. Since we operate a hyperlocal marketplace delivering both Pharmacy (Medicines) and Grocery products, our cancellation and refund rules vary depending on the product category to comply with safety and healthcare regulations in India.

Please read this policy carefully before placing an order.

1. CANCELLATION POLICY

  • Before Dispatch: You can cancel your grocery or pharmacy order free of cost at any time before the store vendor accepts, prepares, or dispatches the order.

  • After Dispatch: Once an order is marked as "Out for Delivery" or has been picked up by our delivery partner, cancellations are NOT allowed.

  • Automatic Cancellations: MedGro reserves the right to cancel an order automatically under the following conditions:

    • The delivery address falls outside our operational hyperlocal Zones.

    • A prescription-required medicine order is placed without a valid, legible prescription upload.

    • The ordered items are out of stock at the merchant store.

    • The customer is unreachable via phone or at the doorstep during delivery.

2. REFUND POLICY BY CATEGORY

🏥 A. Pharmacy & Medicines (Strict Regulations)

Due to safety, hygiene, and drug administration compliance guidelines, medicines once successfully delivered cannot be returned, exchanged, or refunded, EXCEPT in the following cases:

  • Wrong Product: The medicine delivered does not match your prescription or order list.

  • Damaged/Expired: The product packaging is visibly damaged, altered, or past its expiration date at the time of delivery.

  • Note: Any issue must be reported to our support team within 2 hours of delivery with clear photographs of the product package.

🛒 B. Grocery & Daily Essentials

For groceries, fresh goods, and household supplies, refunds or returns are acceptable if reported at the time of delivery or within 12 hours of delivery for:

  • Damaged, stale, or leaked packages.

  • Missing items from the prepaid order bill.

  • Incorrect item variations delivered.

3. REFUND PROCESSING AND TIMELINES

If a refund is approved by the MedGro administration team after verifying the claim:

  • Cash on Delivery (COD) Orders: For verified issues on COD orders, the customer will not be charged for the faulty item at the doorstep, or the amount will be added as a credit balance/wallet refund where applicable.

  • Online Prepaid Orders: The refund amount will be credited back to the original payment source (Credit Card, Debit Card, UPI, or Net Banking) used during the transaction.

  • Timeline: It usually takes 5 to 7 working days for the banking network to reflect the refunded amount in your bank account or card statement.

4. CONTACT FOR CLAIMS

For any cancelation issues, missing items, or refund disputes, please reach out directly via the support section in the app or contact:

  • Email Support: support@prabhatmedical.xyz

  • Operational Location: Dombivli, Maharashtra, India.