Refund and Returns Policy

Last Updated: November 2026

At Castor and Fischer Pharma Pvt Ltd, customer satisfaction and product safety are our priorities. We aim to provide quality medicines and healthcare products with reliable service.

Please read our Refund & Return Policy carefully before placing an order.

1. General Return Policy

Due to the sensitive nature of medicines and healthcare products, returns are subject to specific conditions.

• Medicines and pharmaceutical products cannot generally be returned or exchanged once delivered, except where permitted by applicable law or in cases of damaged, defective, incorrect, or otherwise eligible products.
• Products must not be opened, used, or tampered with when a return is approved.
• Return requests must be submitted within 24 hours of delivery.
• All return requests are subject to verification and approval by our customer support team.

2. Eligible Return and Replacement Cases

Customers may request a return, replacement, or refund in the following situations:

• The wrong product was delivered.
• The product was received in a damaged condition.
• The product packaging was damaged during transportation.
• The product was missing from the order.
• The product received is defective or does not meet the applicable quality requirements.
• The product has expired or has an inadequate remaining shelf life contrary to the information or commitments provided at the time of purchase.

3. Non-Returnable Products

For safety and hygiene reasons, the following products may not be eligible for return:

• Medicines and pharmaceutical products that have been delivered in acceptable condition.
• Opened or used medicines.
• Products with damaged, removed, or tampered seals.
• Products requiring special storage or temperature control, where safe handling after delivery cannot be established.
• Products specifically marked as non-returnable, subject to applicable consumer protection laws.

This policy does not affect customers’ statutory rights regarding defective, incorrect, unsafe, or misrepresented products.

4. How to Request a Return

To request a return, replacement, or refund:

1. Contact our customer support team within 24 hours of receiving the order.
2. Provide your order number and registered contact details.
3. Explain the reason for the return request.
4. Share clear photographs or videos of the product and packaging, wherever applicable.
5. Our team will review your request and communicate the next steps.

Please do not send products back without receiving return authorization from our team.

5. Refund Process

Once your return or refund request is approved:

• Refunds will generally be initiated within 5–7 business days.
• Refunds will be processed through the original payment method wherever possible.
• The time taken for the refund to appear in your account depends on your bank or payment service provider.
• Customers will be informed once the refund has been initiated.

6. Order Cancellation and Refunds

• Customers may request cancellation before the order is dispatched.
• Orders already dispatched may not be eligible for cancellation.
• If an order is cancelled by us due to product unavailability, prescription verification failure, or other valid reasons, the customer will receive an appropriate refund.
• Any approved refund will be processed using the original payment method wherever possible.

7. Replacement Policy

Where a product is damaged, defective, incorrect, or missing, we may offer a replacement or refund depending on product availability and the circumstances.

Replacement products will be dispatched after the issue has been verified and approved.

8. Shipping Charges

• Original delivery charges may be refunded when the return results from our error, such as delivery of an incorrect or damaged product.
• Return shipping charges, where applicable, will be communicated to the customer before the return is arranged.
• Customers will not be charged return shipping for verified errors attributable to us.

9. Refund Delays

If you have not received your refund within the communicated timeline, please contact our customer support team with your order number and refund reference details.

We will coordinate with the payment gateway or relevant service provider to help resolve the issue.

10. Contact Us

For return, replacement, or refund-related assistance, please contact us:

Company Name: Castor and Fischer Pharma Pvt Ltd.
Email: info@castorfischer.com
Phone: +91-8129411888
Address: Castor and Fischer Pharma Pvt Ltd. IX/457D, Kallur Tower, North Chalakudy P.O. Thrissur – 680307 Kerala