Intros Care Pharmacy




At INTROS CARE PHARMACY  we do our best to ensure that you are satisfied with the services or products that you purchase using website www.Intros Care (our “Website”) or the mobile or desktop application named Intros Care Pharmacy App (“App”). Consequently, we offer returns or refunds for cancelled appointments or orders in accordance with this Cancellation / Refund Policy.

Please read this policy carefully to understand our cancellation and refund policies. By using the Website or App or by otherwise placing an order for products or reserving for any services using the Website or App, you will be deemed to have read, understood and agreed to this cancellation/refund policy and agree to be bound by it. If you do not agree with our policies and practices, your choice is not to use our Website or App and the services or products offered to you. If you use the Website or App on behalf of someone else (such as your child) or an entity (such as your employer), you represent that you are authorized by such individual or entity to (i) accept this cancellation/refund policy on such individual’s or entity’s behalf, and (ii) consent on behalf of such individual or entity to our collection, use and disclosure of such individual’s or entity’s information as described in this cancellation/refund policy.

The returns are subject to the below conditions:-

  1. Any wrong order of product  placed by any means doesn’t applicable for Return;
  2. Product Batch number of the product being returned should be same as mentioned on the invoice;
  3. Return requests arising due to change in prescription do not qualify for Return;
  4. Product being returned should only be in their original manufacturer’s packaging i.e. with original price tags, labels, bar-code and invoice; and
  5. Partially consumed strips or products do not qualify for Return, only fully unopened strips or products can be returned.

We at Intros Care Pharmacy ensure timely and accurate delivery of customer orders. We recommend that customers should thoroughly check their orders at the time of delivery. However, we will still help you with return processing, as long as the complaint has been registered within 7 days of delivery. In following situations customer can return of:

  1. Product(s) delivered do not match your order;
  2. Product(s) delivered are past or near to its expiry date (medicines with an expiry date of less than 02 months shall be considered as near expiry);
  3. Product(s) delivered were damaged in transit (do not to accept any product which has a tampered seal):

Category of Non-Returnable Product: 

Certain products/categories might not be eligible for return/exchange. Customers are requested to refer to the respective product detail pages to check for the return eligibility of a product. Details of Non-returnable categories are mentioned below.

Categories Type of Products
Baby Care Bottle Nipples, Breast Nipple Care, Breast Pumps, Diapers, Ear Syringes, Nappy, Wet Reminder, Wipes and Wipe Warmers
Food and Nutrition Health Drinks, Health Supplements
Healthcare Devices Glucometer Lancet/Strip, Healthcare Devices and Kits, Surgical, Health Monitors
Sexual Wellness Condoms, Fertility Kit/Supplement, Lubricants, Pregnancy Kits
Temperature Controlled and Speciality Medicines Vials, Injections, Vaccines, Penfills and any other Product, requiring cold storage, or medicines that fall under the category of specialty medicines.

Customers can cancel an order(s) or part of the order(s) by clicking the “Cancel” button on the order confirmation email or on the Website or app and following the link accordingly. As soon as the order is cancelled, the customer will receive a confirmation email and/or message on the registered email and/or mobile number. The Intros Care Pharmacy shall refund the amount paid by the user at the time of placing the order within fourteen (14) business days using the original payment method used by the customer while placing the order.

On making an appointment with any service provider, the user may be required to make a nominal fee payment on the Website or App (“Appointment Fee”). This Appointment Fee is charged to encourage users to make only confirmed appointments and dissuade casual appointments that may negatively impact the service providers and other users.

A user may cancel an appointment made with any service provider by clicking the “Cancel” or “Reschedule” button on the appointment confirmation mail or on the Website or App and follow the link accordingly. The customer can cancel the order for the product till Pharmacy ship it. Orders once shipped cannot be cancelled. The customer can cancel the order for medical test till the collection of sample.As soon as the appointment is cancelled or rescheduled, the user will receive a confirmation email and/or message on the registered email and/or mobile number. The user may reschedule or cancel an appointment only once for each appointment made and then the user will have to take a new appointment.

In the event the user cancels an appointment, then the Intros Care Pharmacy shall refund the entire Appointment Fee on or before fourteen (14) business days from the cancellation time to the same account that was used to make the appointment. In the event the user reschedules an appointment, the Appointment Fee already paid will continue to apply and remain valid for the rescheduled appointment.

Intros Care Pharmacy may cancel the orders or part of the orders, Lab Booking and Doctor Appointment in case of unforeseen circumstances. There may be certain orders that we are unable to accept and service and these may need to be cancelled. Some situations that may result in your order being cancelled include, non-availability of the product or quantities ordered by you or inaccuracies or errors in pricing information on page.

 In the event of such a cancellation, customer will receive a confirmation email and/or message on the registered email and/or mobile number and the Pharmacy shall refund the entire amount paid by the user at the time of placing the order within fourteen (14) business days using the original payment method used by the customer while placing the order. In case of a COD order, the refund will be refunded through fund transfer to customer bank account.

We have implemented reasonable measures designed to secure your information from accidental loss and from unauthorized access, use, alteration, and disclosure. Any payment transactions will be encrypted and processed through secure sites of approved payment gateways.

Safety and security of your information also depends on you. Where we have given you or where you have chosen a password for access to certain parts of our Website or App, you are responsible for keeping it confidential. We ask you not to share your password with anyone. Further, you have an option of not saving your banking or financial information, including details of your debit or credit card, on the Website or app, so that you may reduce the risk of such information being accessed by any third party. For remaining terms regarding the security of your data, please read our Privacy Policy.

All matters relating to the cancellation or refund policy and any dispute or claim arising therefrom or related thereto (in each case, including non-contractual disputes or claims), shall be governed by and construed in accordance with the laws of India.

At the Pharmacy sole discretion, it may require you to submit any disputes arising from the use of this cancellation or refund policy, including disputes arising from or concerning their interpretation, violation, invalidity, non-performance, or termination, to arbitration in Mohali.

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