Refund & Cancellation

An order for medicines or healthcare products can be cancelled by calling our customer care number +91 80 4710 9222 before it is marked as “Out for Delivery”. Else, you can refuse it at the time of delivery and a refund will be processed as per the Refund Policy.

A diagnostic/ lab test can be cancelled anytime unless it is marked ‘Sample Collected’ by the phlebotomist. Else, you can refuse sample pick up at the collection location and a refund will be processed as per the Refund Policy.

We have product specific return policy. The return window ranges from 0-7 days from the date of delivery. Please check the return policy before placing any order.

All healthcare products have specific return and replacement policy. The return/replacement window ranges from 0-10 days from the date of delivery. The information regarding the return policy can be found on the product page. Please check the return policy before placing any order.

1. If the item has been opened, partially used or disfigured. The user is strongly advised to check the package carefully at the time of acceptance of products by the user from the user’s delivery agent;
2. If the product has been tampered with;
3. If the product packaging and/or packaging box and/or packaging seal has been tampered with. The user is strongly advised to check the package carefully at the time of acceptance of products by the user from the user’s delivery agent and it is emphasized that the user should not accept the order if the package appears to be tampered;
4. If it is mentioned on the product detail page that the product is non-returnable;
5. Any accessories/freebies supplied with the product are missing;
6. If the product does not have serial number / UPC number/ barcode affixed, which was present at the time of acceptance of products by the user from the user’s delivery agent;
7. Any damage/defect which is not covered under the manufacturer’s warranty;
8. The product is without original packing and accessories/freebies;
9. If the product is damaged due to misuse;
10. Products related to personal care, baby care, food & nutrition, healthcare devices, covid essential products including but not limited to masks and gloves, sexual wellness products including but not limited to condoms, pregnancy/fertility kits, any other products such as but not limited to diapers, health drinks, health supplements, glucometers, glucometer strips/lancets, health monitors, etc. Additionally, we do not take return of certain items such as sexual wellness products, diapers, etc. However, the Company shall accept return if aforementioned products are defective, deficient or spurious or not of the characteristics or features as advertised or if they are delivered late.

3.1 Items marked as “Non-Returnable” on the product detail page or items whose return window has expired cannot be returned. If such an item is indeed returned along with another returnable item, Relex will disallow a refund or return of the “Non-Returnable” product to you when our warehouse team verifies the returned item(s).

1.1 Please note that the refund amount mentioned at the time of return on the Platform is an estimate and will be finalised after completion of verification. Once the pick-up is completed and the product is verified by the seller, a refund of the total amount paid for the products returned by you will be initiated for eligible returns as mentioned above.

1.2 Refund will be initiated only post successful verification of the products by the seller. Please note that the verification process may take:

1. For Local Cities*: 48 hours from the time of pick up from your location.
2. For Other Cities: 8-10 business days from the date of pick up from your location.

1.3 The amount is expected to reflect in your account after completion of verification from the seller as per the following timelines:

1.4 You understand and acknowledge that we reserve the rights to claim back any refund that has been processed by us as a result of fraudulent activities such as return of wrong products or wrong quantity of the products.

1.1 Delivery assurance is for the date of delivery and not for the time of delivery.

1.2 Cashback is applicable only for orders with value more than INR 1000/-

1.3 Applicable in select pin-codes only, the customer shall be informed of his eligibility at the time of placing the order on the checkout page.

1.4 If eligible, cashback will be processed within 48 hours of order delivery/completion.

1.5 Orders, where delay is from customer’s end, will not be considered for the cashback.