Return, Replacement & Refund Policy

1. General Overview & Safety Protocol

DoseBox maintains a strict quality check on all pharmaceutical products. Our supply chain conforms to WHO-GMP standards, ensuring medications are stored under climate-monitored conditions. Because we cannot monitor or verify storage conditions (such as temperature, moisture, and contamination risks) once a product leaves our custody, return options are legally restricted to prevent contaminated drugs from re-entering circulation.

2. Strictly Non-Returnable Products

The following products are strictly excluded from returns, exchanges, or replacements under any circumstance:

• Cold-Chain Items (2°C - 8°C): Insulin, specialty oncology injections, vaccines, and monoclonal antibody therapies. Once these leave our temperature-controlled cold chain logistics packaging, they can never be returned.
• Opened or Partially Used Items: Any medicine box, bottle, or foil strip with broken safety seals, cut strips, or opened packages.
• Subsidized PAP Orders: Medicines obtained through Patient Assistance Programs (PAP) in coordination with pharmaceutical companies are non-refundable and non-exchangeable.
• Delayed Reports: Any request submitted after **7 days** from the verified delivery stamp.

3. Conditions for Eligible Returns & Replacements

A customer is eligible to request a direct replacement or product swap only under the following situations:

• Wrong Item Delivered: The medicine name, composition, or brand delivered does not match the invoice or the validated prescription uploaded during ordering.
• Transit Damage: The bottle arrived broken, outer sealing is ruptured, or the cold-chain package was received completely thawed (with ice packs fully dissolved or temperature indicators showing out-of-range).
• Near Expiry: The remaining shelf life of the delivered medicine is less than **3 months** from the date of receipt (excluding items sold explicitly under discounted clearance labels with pre-stated expiry schedules).

4. Verification Window & Claim Requirements

We have a 7 day return policy. To request a return or replacement, you must raise a claim through the customer dashboard or via customer support within 7 days of delivery. To ensure valid validation:

• Submit high-resolution photographs of the outer packaging, product boxes, batch numbers, and expiry stamps.
• For damaged products, we highly recommend providing a short unboxing video showing the packaging condition at the moment of opening.
• Our clinical distribution team will review the claim logs and confirm approval status within **48 hours**.

5. Refund Policy

Wallet points are credited instantly upon claim approval. They hold perpetual validity and can be used to pay for any future medicines, prescriptions, or consultations.

6. Reward Points Program Rules

Every order placed on the DoseBox platform is subject to our loyalty program terms:

• Base Points: Earn 1 Wallet Point for every ₹1 successfully spent.
• Bonus tier (₹500 exact bills): Receive an additional 50 bonus points for orders totaling exactly ₹500.
• High-value tier (bills > ₹500): Receive an additional 100 bonus points for all orders exceeding ₹500 in value.
• Conversion: Points are converted at a flat rate of **1 point = ₹1** for order deductions.

7. How to Initiate a Return Request

If your order meets the eligibility criteria in Section 3, please complete the following steps:

1. Go to the Customer Dashboard and select "My Orders".
2. Find the target invoice and click "Request Replacement/Refund".
3. Select the reason (e.g. wrong drug, damaged) and upload your photos.
4. Pack the product securely in its original packaging box. A representative will inspect and collect the item.

Once your return request is approved we will deliver the replacement/exchange product within 7 days.

8. Shipping Policy

Shipping Timeframe: Orders will be delivered within 7 days.