Return Policy
RxQure Return, Refund & Cancellation Policy (B2B)
Operator: Precise Life Science Pvt. Ltd.
Platform: RxQure (B2B Retailer App)
Effective Date: 01-04-2026
1. SCOPE & APPLICABILITY
This Return, Refund & Cancellation Policy ("Policy") applies to all purchases made by Retailers ("You") on the RxQure platform.
This Policy is designed in accordance with:
- Drugs & Cosmetics Act, 1940
- Applicable GST and commercial laws
- Standard pharmaceutical trade practices
Due to the sensitive and regulated nature of pharmaceutical products, returns are restricted and allowed only under specific conditions defined below.
2. DEFINITIONS
Retailer / Buyer : Licensed pharmacy, distributor, or business purchasing via RxQure
Products / Goods : Medicines, OTC items, surgicals, and healthcare products
Return Request : Request initiated by Retailer to return delivered goods
Short-Dated Product : Product with expiry less than 6 months from delivery date
Damaged Product : Product physically damaged, leaking, broken, or tampered
Replacement : Supply of same or equivalent product against approved return
3. GENERAL PRINCIPLES
- Returns are allowed only for genuine and verifiable cases.
- All returns are subject to quality inspection and approval by RxQure.
- RxQure reserves the final decision on all return claims.
- Returned products must be unused, unopened, and in original condition unless defective.
4. NON-RETURNABLE ITEMS
The following items cannot be returned under any circumstances, except where mandated by law or product defect:
1. Opened, used, or partially consumed products
2. Products with tampered or broken seals
3. Temperature-sensitive items (e.g., vaccines, insulin) once delivered
4. Personal hygiene products (e.g., syringes, gloves, thermometers)
5. Products sold under clearance / non-returnable schemes
6. Products returned after expiry
7. Products not stored as per required conditions
5. ELIGIBLE RETURN SCENARIOS
Returns will be accepted only under the following conditions:
5.1 Damaged or Defective Products
- Products received in damaged condition (broken, leaking, crushed packaging)
5.2 Wrong Product Supplied
- Product delivered does not match invoice or order
- Includes wrong SKU, strength, or brand
5.3 Short Supply / Missing Items
- Quantity delivered is less than invoiced
5.4 Expired or Short-Dated Products
- Product expired at delivery, OR
- Product has expiry less than 6 months from delivery date
5.5 Manufacturer Defect / Quality Issue
- Issues like discoloration, contamination, or manufacturing defect
- Subject to manufacturer verification
5.6 Product Recall
- Return due to manufacturer or regulatory recall
- Must comply with recall instructions
6. RETURN REQUEST TIMELINE
Return requests must be raised within 7 days of order delivery.
Claims raised after this period will not be accepted.
Supporting documentation (photographs, batch number, invoice copy) must be submitted at the time of raising the request.
7. RETURN PROCESS (STEP-BY-STEP)
Step 1 - Raise Request
Login to RxQure App > Orders > Select Order > Raise Return.
Provide product details, quantity, reason, and supporting evidence.
Step 2 - Verification
RxQure reviews the request within 48 working hours. Additional details may be requested.
Step 3 - Pickup / Return
If approved, pickup is arranged by RxQure OR Retailer is instructed to ship goods back.
Step 4 - Quality Check
Inspection conducted at warehouse or manufacturer. Final approval or rejection based on product condition.
Step 5 - Settlement
Refund or Replacement issued as applicable.
8. REFUNDS
8.1 Prepaid Orders
- Refund processed to the original payment method
- Timeline: 7-10 business days after return approval
8.2 COD Orders
- Refund processed via bank transfer (NEFT / UPI)
- Timeline: 7-10 business days after return approval and bank detail verification
9. REPLACEMENT POLICY
- Replacement provided if the same product is available in stock
- Retailer may opt for replacement at the time of raising the return request
- If replacement stock is unavailable, a refund will be processed as per Section 8
10. CANCELLATION POLICY
10.1 After Dispatch
- Cancellation is not permitted once an order has been dispatched
- Only the return process under Section 7 is applicable in such cases
10.2 RxQure Cancellation Rights
RxQure may cancel orders due to:
- Stock unavailability
- Pricing errors
- Regulatory issues
A full refund will be issued in all such cases.
11. SHIPPING & HANDLING CHARGES
- RxQure bears the return shipping cost for wrong or damaged supply (if approved)
- Retailer bears the return shipping cost for non-defective voluntary returns (if approved)
12. FRAUD PREVENTION & AUDIT
RxQure reserves the right to:
- Audit return claims
- Request additional proof
- Reject suspicious or repeated claims
Fraudulent activity may result in:
- Account suspension
- Withdrawal of credit facilities
- Legal action under applicable law
13. LIMITATION OF LIABILITY
- RxQure's liability is limited to the invoice value of the returned goods
- RxQure is not liable for loss of business, profits, or any indirect or consequential damages
14. DISPUTE RESOLUTION
- First level: Customer Support (see Section 16)
- Escalation: Arbitration under Bangalore jurisdiction
15. AMENDMENTS
RxQure reserves the right to modify this Policy at any time. Updated versions will be published on the Platform. Continued use of the Platform after any modification constitutes acceptance of the revised Policy.
16. CONTACT & SUPPORT
Email : preciselifescience@gmail.com
Phone : +91-9019563807
Office : Bangalore, Karnataka - 560026