Question 1

How do I order medicines that need a prescription?

Accepted Answer

Add the medicines to your cart and upload a valid prescription at checkout (photo or PDF). A registered pharmacist verifies it before your order is packed. You can also use “Order by prescription” and our pharmacist will add the medicines for you.

Question 2

What makes a prescription valid?

Accepted Answer

It must show the doctor’s name and registration number, clinic details, patient name and age, the medicines with dosage, the date, and the doctor’s signature/stamp. Prescriptions are generally valid for 6 months unless the doctor specifies otherwise.

Question 3

Can I cancel my order?

Accepted Answer

Yes — you can cancel from My Orders until the order is packed. Prepaid orders are refunded to the original payment method within 5–7 working days.

Question 4

Can a pharmacist build my order from my prescription?

Accepted Answer

Yes. Choose "Order by prescription", upload your prescription and our pharmacist will add the prescribed medicines to your cart. You review the cart and pay only after confirming it.

Question 5

Is there a limit on how much I can order?

Accepted Answer

Each medicine has a maximum quantity per order, based on typical treatment duration and the prescription. This protects patients and complies with dispensing rules.

Question 6

How long does delivery take?

Accepted Answer

Most orders in serviceable cities are delivered within 1–3 days. Enter your pincode on any product page to see the estimated delivery date.

Question 7

Is there a delivery charge?

Accepted Answer

Delivery is free on orders above ₹499. A small delivery fee applies to smaller orders.

Question 8

Do you deliver cold-chain medicines like insulin?

Accepted Answer

Yes, in serviceable cities. Insulin and other temperature-sensitive products are packed with cold gel packs in insulated packaging.

Question 9

Which payment methods are accepted?

Accepted Answer

We accept UPI — Google Pay, PhonePe, Paytm, BHIM or any other UPI app. On your phone you approve the payment in your app; on a computer you scan a QR code. Where the store also offers cards, net banking, wallets or Cash on Delivery, checkout shows them.

Question 10

When will I receive my refund?

Accepted Answer

Refunds to cards/UPI/net banking take 5–7 working days after approval. Refunds to your store wallet are instant.

Question 11

Is it safe to pay online?

Accepted Answer

Payments are processed by Razorpay, a PCI-DSS compliant payment gateway. We never see or store your card number, CVV or UPI PIN.

Question 12

Can I return medicines?

Accepted Answer

No. All products are non-returnable once delivered. If your order arrives damaged, expired or not what you ordered, contact us within 48 hours of delivery with a photo and your order number, and we will make it right.

Question 13

Are the medicines genuine?

Accepted Answer

Yes. We source only from licensed distributors, and every invoice shows the batch number and expiry date of what you received.

Question 14

Why can’t I buy some medicines online?

Accepted Answer

As per Indian regulations, Schedule X and narcotic (NDPS) medicines cannot be sold online. Please buy these at a licensed pharmacy with a valid prescription.

Question 15

How do you make sure I receive medicines with a long expiry?

Accepted Answer

We dispatch stock first-expiry-first-out but never ship any batch that expires within 30 days. The batch number and expiry date are printed on your invoice.

Question 16

Who checks my prescription?

Accepted Answer

A registered pharmacist verifies every prescription for the doctor’s details, date, patient details and the medicines prescribed before your order is packed.

Question 17

Can I order for my family members?

Accepted Answer

Yes. Add family members under My Account → Patients and choose the patient when uploading a prescription, so the right name appears on the order.

Question 18

How do I download my data or delete my account?

Accepted Answer

Go to My Account → Privacy & data. You can download a copy of your data or request deletion. Records we are legally required to keep (such as prescription and sale records) are retained and then deleted.

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