Order Cancellation Policy

Apothecare Specialities Private Limited
Version 1.0 | Effective from 05.10.2026

This Policy forms part of the Master Terms and Conditions and governs the terms and procedures under which an order placed on www.apothecare.in ("the Platform") may be cancelled.

I. Application, and Who Is Answerable

1. This Policy forms part of the Master Terms and Conditions and applies to every order placed on www.apothecare.in ("the Platform").

2. Apothecare Specialities Private Limited ("Apothecare", "we", "us") is the seller of every order placed on the Platform. Your order is despatched from the licensed location allocated to it under the Master Terms and Conditions ("the Fulfilment Location"). Where the Fulfilment Location is operated by a company other than Apothecare, that company supplies the goods only as Apothecare's agent and may raise the tax invoice under its own Goods and Services Tax registration, stating on its face that it does so as agent for and on behalf of Apothecare. The obligation to accept a cancellation, to take back goods and to refund lies on Apothecare, whichever Fulfilment Location despatched your order.

3. You do not need to know which Fulfilment Location despatched your order in order to cancel, return or complain. Write to customersupport@apothecare.in or to ceo@apothecare.in, or use your account, and the matter is answered by Apothecare. A ticket number is generated on receipt.

II. Cancellation by You Before Processing

4. You may cancel an order at any time before it is processed for despatch, at no charge, through your account or by writing to customersupport@apothecare.in or ceo@apothecare.in. The amount paid is refunded in full.

III. Cancellation Arising from an Error on Your Part

5. This part applies where an order is cancelled after processing has begun, or where a consignment is refused at the door or returned, on account of an error on your part. It includes an order placed for the wrong product, the wrong strength, the wrong pack size or the wrong quantity, an order placed for the wrong delivery address, a duplicate order, and a change of mind after the order has been processed for despatch.

6. In such a case a deduction of twenty per cent (20%) of the order value of the goods, inclusive of Goods and Services Tax, is made from the refund. The deduction represents the cost of processing, picking, packing, despatch and restocking already incurred before the error came to light. It is shown to you as a single figure, and no other charge is levied.

7. The refund of the balance is subject to an essential condition: the goods must be returned in the same condition and in the same packing in which they were despatched, unopened, unused and undefaced, with every seal intact and with the batch number and expiry date legible. Where the goods are so returned, the balance of eighty per cent (80%) is refunded. Where they are not, they cannot lawfully be restocked or resold and no refund arises, save in a case where the goods are defective, deficient, or non-conforming.

8. No deduction whatever is made where the cancellation or return arises from any act or omission of Apothecare or of the Fulfilment Location, in any case of defective/non-conforming products, or where the order is cancelled by us.

9. The deduction is disclosed on the product page and again at checkout before you pay, so that you know of it before you order.

10. Rule 4(8) of the Consumer Protection (E-Commerce) Rules, 2020 prohibits an e-commerce entity from imposing cancellation charges on a consumer who cancels after confirming the purchase unless similar charges are also borne by the e-commerce entity if it cancels the purchase order unilaterally for any reason. Accordingly, where we cancel a confirmed order unilaterally on grounds not attributable to you, an amount equal to twenty per cent (20%) of the order value of the goods is paid to you, in addition to the full refund, by the same mode as the refund.

IV. Cancellation by Us

11. We may cancel an order, in whole or in part, on the following grounds:

• Grounds not attributable to you: that the product is out of stock at every Fulfilment Location able to serve your pincode, that a pricing or description error has been discovered, or that your delivery address cannot be served although the Platform accepted it; and
• Grounds attributable to the order itself: that a valid prescription has not been furnished or has been declined on verification under the Prescription Verification Policy, or that fraud or misuse is reasonably suspected.

12. Where an order is cancelled on these grounds, the entire amount paid, including any delivery charge, is refunded without deduction. The additional 20% payment is made in every case where cancellation is on grounds not attributable to you.

V. Product Recalls

13. Where a batch is recalled by the manufacturer or by a competent authority, every customer whose order records disclose supply from that batch is informed, collection is arranged at our cost, and a full refund is made without deduction, irrespective of the periods in this Policy. Use of your contact particulars for that purpose is necessary for compliance with law and does not depend upon your consent.

VI. Grievance Redressal and Assistance

14. A grievance may be addressed to Apothecare's Grievance Officer, Sri Sunil Kumar S, Director and Chief Executive Officer, at ceo@apothecare.in or +91 63649 03613, Monday to Saturday between 10:00 and 18:00 IST. Customer care is available at customersupport@apothecare.in and +91 63638 26363. Every grievance is acknowledged within twenty-four hours and resolved within fifteen days of receipt, and in any event within the forty-eight hours and one month prescribed by Rule 4(5) of the Consumer Protection (E-Commerce) Rules, 2020. Your right to approach a Consumer Commission under the Consumer Protection Act, 2019 is not affected.