Payments, Return and Refund Policy

This Payment, Returns and Refund Policy sets out the terms and conditions on the basis of which we, Quick Med Pharmaceutical Private Limited (collectively, `Quick Med`, `Dr Morepen Pharmacy`⁣, We`, `us,` or `our`), will process payments and refunds for transactions carried on through your use of the mobile application or the website (collectively referred to as the `Dr Morepen Platform`) while availing services (detailed in the Terms and Conditions available at) made available to you on the Dr Morepen Platform (the `Services`).
1. Payment
a. You may use any payment service: UPI, internet banking or debit or credit cards for making payments for availing any of the services over the Dr Morepen Platform for purchase of any products listed for sale on the Dr Morepen Platform ("Fees"). You shall be directed to our payment aggregation partners (“Payment Aggregator”) once you proceed to make payment of the fees. Once re-directed to the payment aggregator, you agree to be bound by the terms and conditions and privacy policy prescribed by the payment aggregator, on the basis on which the transaction shall take place. We will share your details with the payment aggregator as mentioned in our privacy policy, and the same shall be processed in accordance with the payment aggregator’s privacy policy.
b. Dr Morepen shall not be liable in any manner whatsoever if incorrect or inaccurate details (including those concerning credit or debit card(s)) are provided by you for making the payment of the fees or if you use a credit or debit card which is not lawfully owned by you or if you permit a third party to use your password or other means to access your bank account or credit or debit card. Please note that neither you nor our payment aggregator will be monitoring your use of any payment channel, and you are required to use the payment modes at your sole option and risk.
c. Our payment aggregator may block any card number, account numbers, group of cards, or transactions from any specific blocked or blacklisted customer cards, accounts, group of IP addresses, devices, or geographic locations as deemed fit.
d. Our payment aggregator and banks reserve the right to reject payments with respect to any order, including for suspicious and unlawful transactions, potential or actual fraud, suspicious activities, card authentication and authorisation issues, overpayment made due to mathematical errors or any other issue.
e. Dr Morepen shall keep the financial information as referred to in the Dr Morepen Privacy Policy (Privacy Policy) confidential at all times and shall not utilise and share the same with any of the third parties unless it is a third-party website consented to by you and/or required by law, regulation or court order.
f. Dr Morepen shall not be liable for the rejection of any authorisation request placed by you for payment of the fees by any bank, payment gateway or payment aggregator or other relevant third party for any reason, including but not limited to risk management, suspicion of fraudulent, illegal or doubtful transactions, use of blacklisted/banned cards or pursuant to applicable laws, rules or regulations or any instructions from (or contained in) any guidelines or instructions by the Reserve Bank of India or any internal policies, etc., of such bank, payment gateway or other relevant third party.

2. Specific Payment Mode
a. Please note that whenever you choose to utilise any mode of payment, you must fulfil the terms and conditions applicable to that mode of payment.
b. Specifically for QR code payment, you note that:

• The QR code is provided by our payment aggregator.
• You can make payments through UPI or a valid card by scanning the QR code correctly through any of the payment apps available to you and entering the correct amount.

c. Your data will be processed in accordance with the relevant payment aggregation partner’s relevant privacy policy and terms, which you should comply with, as applicable.

3. Return of Products and Cancellation of orders
a. We strive to deliver correct medicines/items in the right/undamaged condition every time the customer places an order. We strongly recommend that you check the condition of the delivered products at the time of delivery and get back to us if there are any discrepancies in eligibility.
b. If your order is eligible for a return, you can raise a return request within 48 hours from the time of delivery. All returns are reviewed for eligibility, and refunds are subject to review and verification by the Dr Morepen team. No return of damaged products is possible once part or all of the product has been used.
c. To raise the return request and return an item, you can contact our customer support executives through online live chat or raise a request through the Dr Morepen Platform.
d. Items are eligible for a return exclusively under the following circumstances.
Product(s) delivered do not match the order: This would include items that are different from what the customer ordered.
Product(s) were delivered in damaged/non-working condition.
Product(s) have missing parts or accessories or are different from their description on the product page.
Product(s) are returned in original packaging, i.e. with labels, barcodes, price tags, original serial no., etc.
The batch number of the product(s) being returned matches with the one(s) mentioned in the invoice.
Product(s)/medicine(s)/bottle(s) are unused. Opened medicine strip(s)/bottle(s) are not eligible for returns.
The damages/defects are covered under the manufacturer’s warranty.
e. Note: No return is possible for damaged goods beyond 48 hours of delivery.
f. Certain categories of products are not eligible for return
Temperature controlled medicines - Vials, Injections, Pen-fills, Vaccines or other products or specialty medicines cold storage
Baby Care - Breast Pumps, Diapers, Ear Syringes, Wipe Warmers, Bottle Nipples
Food and Nutrition - Health supplements and drink
Healthcare devices - Glucometer Lancet, Healthcare Devices, Surgical, Health Monitors
Sexual Wellness - Condoms, Fertility Kit, Lubricants, Pregnancy Kit
Personal Care - Oral Care (Toothbrushes, toothpastes, mouthwashes, etc.); Feminine Hygiene (Sanitary Pads, Panty Liners, Menstrual Cups, etc.); Shaving and Hair Removal (Men’s Shaving – Razors, Blades, Shaving Foams, Brushes etc.; Men’s Beard Care – Beard Oil, Beard Serum etc.; Women’s Hair Removal – Wax Strips, Creams, Razors etc.)
Family Nutrition - Infant Baby Food, Toddlers’ and Kids’ Health Drink
Vitamin and Mineral Supplements - Core Letter Vitamins, Multi-Vitamin
Health Care Product - Ayurveda Products, Pain Relief Products, Herbal Supplements, Medical Supplies, Adult Diapers, COVID masks (N95, surgical masks and others if unpacked)
Others - Any wearable (COPD vest, bandages, bandage, knee caps) and any item (solid, gel, aerosol) which may have been partially used
f. In case these items are received as damaged, you are requested to contact customer care, and a refund would be issued post-verification. We might ask for pictures/videos for verification purposes.
g. You may cancel an order for products placed by you prior to shipping for delivery or request returns for products ordered by you in accordance with the process described above. In each case, you may issue a refund request through the Dr Morepen platform as provided in the ‘Refunds’ section below.

4. Cancellations by Dr Morepen
a. There may be certain orders that we are unable to accept and must cancel. We reserve the right, at our sole discretion, to refuse or cancel any order for any reason.
b. Some situations that may result in your order being cancelled include
limitations on quantities available for purchase
inaccuracies or errors in product or pricing information
problems identified by our credit and fraud avoidance department
c. We may also require additional verifications or information before accepting any order. We will contact you if all or any portion of your order is cancelled or if additional information is required to accept your order. If your order is cancelled after your account has been charged, the said amount will be reversed back to your account as provided in the ‘Refunds’ section below.

5. Cancellations by the customer
a. In case we receive a cancellation notice and the order has not been shipped by us, we shall cancel the order and refund the entire amount as provided in the ‘Refunds’ section below.
b. The orders that have already been shipped out by us will not be cancelled in accordance with this policy. The customer agrees not to dispute the decision made by Dr Morepen and accept Dr Morepen’s decision regarding the cancellation.

6. Refunds
a. Refunds for all eligible returns or cancellations are issued through the payment method used at the time of purchase, except for cash payments made under the Pay on Delivery mode of payment.
b. You will not receive cash refunds in connection with a card sale.
c. Refunds cannot be processed to third-party accounts. The name on your Dr Morepen account should match with the name of the bank account holder.
d. Refunds will only be made against genuine and trackable cancellation or return requests generated by you by clicking on the cancellation button provided in the app’s user dashboard in your Dr Morepen account. Refund requests against delays, the nature of advice obtained, the efficacy of treatment, and health outcomes of consultation will not be entertained.
e. Refunds may be processed within 30 working days from the receipt of a request from you. All communications with regards to refunds should be sent to quick.med@drmorepen.com
f. Dr Morepen reserves the right to modify/implement a new pricing structure at any time prior to billing you for your initial payment of the fees or for future payments of the fees.

7. Refund Timelines
a. The time frame for different payment modes is typically 5-7 business days post the return has been received and verified by Dr Morepen.
b. Refund timelines depend on bank turnaround times and RBI guidelines. This may change from time to time. Business days shall mean the working days on which the Dr Morepen corporate office operates.
c. For orders placed using Pay on Delivery as the payment method, refunds can be processed to your bank account via National Electronic Funds Transfer (NEFT). There will be no cash refund.
d. To receive refunds in NEFT form, you will need to update the following information to enable us to process a refund to your account:
The Bank Account Number
IFSC Code
Account Holder's Name
e. Dr Morepen will not be liable for any delay caused in refunds due to delay by third-party affiliates (including banks), providing information by the customer, technical issues and other reasons beyond its control.