1. Overview

LifeCare Super Speciality Pharma Pvt Ltd is committed to customer satisfaction. This Return and Refund Policy outlines the conditions and procedures for returns and refunds of pharmaceutical products, considering regulatory compliance and safety requirements.

2. Eligibility for Returns

2.1 Acceptable Return Conditions

Returns may be accepted under the following circumstances:

• Damaged Products: Products damaged during shipping or delivery
• Wrong Products: Incorrect products delivered due to our error
• Defective Products: Manufacturing defects or quality issues

2.2 Non-Returnable Products

The following products cannot be returned:

• Products opened or used by end customers
• Products without proper storage during return period
• Products that pose safety or contamination risks
• Controlled substances (unless manufacturer recall)

3. Return Process

3.1 Initiation

To initiate a return:

1. Contact our customer service within 48 hours of delivery
2. Provide order number and reason for return
3. Submit photographic evidence (for damage claims)
4. Await return authorization (RA) number

3.2 Return Requirements

• Products must be in original packaging and condition
• Include all original documentation and invoices
• Return authorization number clearly marked on package
• Use appropriate packaging to prevent damage during return
• Maintain temperature requirements if applicable

3.3 Return Timeline

• Standard Products: Within 7 days of delivery
• Temperature-Sensitive Products: Within 48 hours of delivery
• Damaged Products: Within 24 hours of delivery

4. Refund Policy

4.1 Refund Eligibility

Refunds will be processed for:

• Approved returns meeting all conditions
• Cancelled orders before shipment
• Overpayments or billing errors
• Products recalled by manufacturer or regulatory authorities

4.2 Refund Process

1. Return products are received and inspected
2. Quality control verification completed
3. Refund approval or denial notification sent
4. Approved refunds processed within 3-7 business days

4.3 Refund Methods

• Bank Transfer: Direct transfer to verified bank account

5. Return Shipping

5.1 Shipping Costs

• Our Error: We cover all return shipping costs
• Customer Error: Customer responsible for return shipping
• Defective Products: Return shipping covered by us
• Change of Mind: Generally not accepted due to regulatory constraints

5.2 Return Packaging

• Use original packaging when possible
• Ensure temperature-controlled packaging for sensitive products
• Include adequate cushioning to prevent damage
• Use tracked and insured shipping methods

6. Quality Assurance

All returned products undergo:

• Visual inspection for damage or contamination
• Verification of storage conditions during return
• Batch number and expiry date verification
• Temperature log analysis (for cold chain products)
• Regulatory compliance assessment

7. Manufacturer Recalls

In case of manufacturer or regulatory recalls:

• Immediate notification to all affected customers
• Full refund or replacement as per recall notice
• Assistance with return logistics
• Compliance with regulatory reporting requirements
• Documentation and tracking of recalled products

8. Dispute Resolution

For disputed returns or refunds:

• Contact our customer service team first
• Provide detailed documentation supporting your claim
• Allow 5-7 business days for investigation
• Escalation to management if needed
• Independent third-party mediation if required

9. Regulatory Compliance

All returns and refunds comply with:

• State pharmaceutical regulations
• Good Distribution Practice (GDP) standards
• Pharmacovigilance requirements
• GST and taxation regulations

10. Contact Information

For returns and refunds:

11. Policy Updates

This policy may be updated periodically to reflect changes in regulations or business practices. Updates will be posted on our website with a revised "Last updated" date.