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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 grounds, procedures, and timelines for product returns and monetary refunds on www.apothecare.in ("the Platform").
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.
4. Rule 7(4) of the Consumer Protection (E-Commerce) Rules, 2020 provides that an inventory e-commerce entity shall not refuse to take back goods, or refuse to refund the consideration if paid, where the goods are defective, deficient or spurious, are not of the characteristics or features as advertised or as agreed to, or are delivered late from the stated delivery schedule, save that in the case of late delivery the provision does not apply where the delay was due to force majeure. A return is accordingly accepted, in full and without any deduction, where:
5. Please raise a return under this section within forty-eight (48) hours of delivery by writing to customersupport@apothecare.in or ceo@apothecare.in, quoting the order number and attaching a photograph of the product and of the outer pack showing the batch number and expiry date. A request made later is still examined on its merits, and is not refused only because it is late, where the defect could not reasonably have been noticed within that time.
6. Where a return falls within this section, collection is arranged and paid for by us and no deduction is made. Nothing in this Policy limits this section, which prevails in every case to which it applies.
7. Where a return arises from your own error, return pick-up and shipping are arranged by you and at your cost. The cost of return shipping is disclosed on the product page before you order, as Rule 7(1)(a) of the said Rules requires.
8. Goods are returned to the premises of the Fulfilment Location which despatched them. The return address is given to you when the return is accepted.
9. A photograph submitted with a return request is personal data and is processed only for examining that request. It is erased on closure of the request, save where a statutory record requires otherwise.
10. For reasons of patient safety and of the integrity of the medicine supply chain, and because the conditions in which a pack has been kept cannot be verified once it has left our custody, the following are not accepted for return otherwise than in a case falling within Section II above:
11. Nothing in this section limits Section II above.
12. Refunds are made to the original mode of payment. A refund is initiated within seven (7) working days of acceptance of the cancellation, or of receipt of the returned goods in compliant condition, as the case may be. The time thereafter taken for the credit to reach you is determined by your bank or instrument issuer.
13. The refund is made by Apothecare, or by the Fulfilment Location on Apothecare's behalf, against the invoice raised for your order, so that the credit corresponds to that invoice. You are not required to pursue any other person.
14. Refunds for orders paid by cash on delivery are made by electronic transfer to a bank account nominated by you. Those bank particulars are used only for that refund.
15. 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.
16. 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.