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Returns

Returns & Refund Policy

Last updated: 15 May 2026 · Consistent with the Consumer Protection (E-Commerce) Rules, 2020

1. Our return commitment

Newlife Hospital Pharmacy honours a 14-day return window on every product, counted from the date of delivery. This commitment is consistent with — and goes beyond — the minimum return rights provided under Rule 6(5) of the Consumer Protection (E-Commerce) Rules, 2020.

2. What can be returned

Sealed, unopened products in original packaging can be returned within 14 days if:

  • The product arrived damaged, wet, or tampered with at the time of delivery.
  • You received an incorrect product (different SKU, different size, different brand).
  • The product has a manufacturing defect (visible on the sealed package or on the outer label).
  • You changed your mind, provided the seal is intact and the product is in resaleable condition.

3. What cannot be returned

For FSSAI hygiene compliance and the safety of every subsequent buyer, the following cannot be returned once the seal is broken:

  • Opened or partially used products (capsule bottles with a broken induction seal, opened sachets, opened tubs).
  • Products whose outer label or batch information has been damaged or removed.
  • Products purchased more than 14 days before the return request.
  • Products whose manufacturer-printed best-before date is within 90 days at the time of return request.
  • Free promotional items, samples, or gift-with-purchase items.

These restrictions apply to all nutraceutical and food-for-special-dietary-use products under the FSSAI Health Supplements & Nutraceuticals Regulations, 2022.

4. How to initiate a return

  1. Write to support@newlifehospitalpharmacy.in within 14 days of delivery, with subject line "Return Request — Order [your order ID]".
  2. In the email body, include: your order ID, product name, reason for return, and 2–3 photographs of the sealed product showing the outer label, the unbroken seal, and any visible damage.
  3. Our team will respond within 1 working day with a return authorisation and instructions for reverse pickup.
  4. Keep the product in its original packaging until the courier arrives — usually within 2–4 working days of the return authorisation.
  5. Hand the package to the courier and collect the pickup receipt.

5. Reverse pickup logistics

Reverse pickup is free for legitimate returns in metro and Tier-2 cities. In remote PIN codes where reverse pickup is not available, we ask you to return the package via India Post Speed Post — we then refund the postage cost (up to ₹150) along with the order value.

6. Refund timelines and methods

Once the returned product reaches our warehouse and passes inspection:

  • UPI / Net Banking / Card prepaid orders: refunded to the original payment method within 5–7 working days.
  • Cash on Delivery orders: refunded via UPI or NEFT to a bank account you provide, within 7 working days.
  • Wallet / Pay-Later orders: refunded to the wallet within 3–5 working days.

Refunds include the product price, all GST applicable, and shipping charges if the return was due to a damaged, defective, or incorrect product. For change-of-mind returns, the original shipping charge is non-refundable.

7. Cancellation of an order before dispatch

If you wish to cancel an order before it has been dispatched, please call our customer-support team on +91 11 4729 5318 immediately. Cancellation before dispatch is processed instantly and a full refund is issued within 3 working days (for prepaid orders).

8. Refused-on-doorstep COD orders

If you refuse a Cash on Delivery package at the doorstep without a valid reason (e.g., the outer packaging looks fine but you simply do not want the product anymore), the package returns to our warehouse. In such cases, we may charge a ₹99 reverse-logistics fee against future orders — or, for repeated refusal across multiple orders, decline to ship further COD orders to that address.

9. Damaged or defective product — what to do

If you discover damage or a manufacturing defect after opening the package (e.g., a cracked bottle inside intact outer packaging, a leaking sachet, an off-smell capsule):

  1. Take clear photographs and a short video showing the issue.
  2. Write to support@newlifehospitalpharmacy.in within 7 days of delivery.
  3. Our team forwards the case to the brand's quality team and arranges a replacement or full refund.
  4. You do not need to return the defective product physically — the photographs and video suffice for the QA process.

10. Disputes

If a return or refund is declined and you disagree, you may escalate to our Grievance Officer (see Privacy Policy). If still unresolved, you may approach the consumer forum constituted under the Consumer Protection Act, 2019, in your jurisdiction.

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