Return, Replacement & Refund Policy

Care Clock Pharmacy
Right Care on Time
Last Updated: 30 August 2026

At Care Clock Pharmacy, we are committed to supplying genuine, quality medicines and healthcare products in proper condition. Due to the nature of pharmaceutical products and patient safety requirements, returns and refunds are subject to the terms below.

1. General Policy

Medicines and healthcare products purchased from Care Clock Pharmacy are generally non-returnable and non-exchangeable once they have been delivered to the customer.

However, we will provide a replacement or refund where the product supplied by us is found to be incorrect, damaged, tampered with, expired, or missing from the order, subject to verification.

2. Eligible Reasons for Return or Replacement

A product may be eligible for replacement or refund in the following circumstances:

• The wrong medicine or healthcare product was delivered.
• The product received is damaged, broken, leaking or visibly tampered with.
• The product supplied is expired.
• An item paid for is missing from the delivered order.
• The product received does not match the product mentioned on the invoice/order.
• The product has been damaged during transportation before reaching the customer.

In such cases, customers should contact Care Clock Pharmacy within 24 hours of delivery.

3. Products That Cannot Be Returned

For safety, quality and regulatory reasons, the following products are generally not eligible for return or exchange:

• Medicines that have been opened, used or partially consumed.
• Medicines ordered incorrectly by the customer.
• Medicines where the customer subsequently changes their mind.
• Medicines where a doctor subsequently changes or discontinues the prescription.
• Products that have been improperly stored after delivery.
• Products without their original packaging, batch number or other identifying information.
• Products returned after the applicable complaint period.
• Refrigerated or cold-chain products after delivery, except where the product was supplied incorrectly or was damaged before delivery.
• Injectable and speciality medicines after delivery, except where the issue is attributable to Care Clock Pharmacy.

4. Prescription Medicines

Prescription medicines should be ordered only against a valid prescription where applicable.

Customers are responsible for checking the medicine name, strength, quantity and prescription details before confirming their order.

Once a prescription medicine has been dispatched or delivered, it cannot ordinarily be cancelled, returned or exchanged due to a change of mind or a subsequent change in prescription.

If Care Clock Pharmacy supplies a medicine incorrectly compared with the valid prescription/order, the customer should contact us immediately. The matter will be reviewed and an appropriate replacement or refund will be arranged where applicable.

5. Cold-Chain & Temperature-Sensitive Products

Products requiring refrigeration or controlled-temperature storage require special handling.

Such products are non-returnable once delivered, except where:

• the wrong product was supplied;
• the product was damaged before or during delivery; or
• there is evidence that the required storage conditions were not maintained by Care Clock Pharmacy or its delivery partner.

Customers should inspect such products immediately upon delivery and report any issue within 24 hours.

6. Damaged or Tampered Products

Customers should check the package at the time of delivery.

If a product appears damaged, broken, leaking or tampered with, customers should:

1. Avoid using or consuming the product.
2. Keep the product and its original packaging.
3. Take clear photographs of the product, packaging, batch number and expiry date.
4. Contact Care Clock Pharmacy within 24 hours of delivery.

After verification, we may arrange a replacement or refund, as applicable.

7. Missing Products

If any item mentioned on the invoice is missing from the delivery, customers must notify us within 24 hours.

Following verification of the order and delivery records, Care Clock Pharmacy may arrange delivery of the missing item or issue an appropriate refund.

8. Return Conditions

Where a return is approved, the product must:

• Be the same product supplied by Care Clock Pharmacy.
• Be in its original manufacturer packaging.
• Have the batch number and expiry information clearly identifiable.
• Not have been opened, used or partially consumed, unless the issue itself concerns damage or a defective product.
• Be accompanied by the invoice/order details wherever applicable.

Care Clock Pharmacy reserves the right to refuse a return where the product cannot be verified as having been supplied by us.

9. Refund Policy

Where a refund is approved, the refund will generally be processed to the original payment method.

For Cash on Delivery orders, Care Clock Pharmacy may process the refund through an appropriate digital payment method or provide store credit, subject to customer preference and operational feasibility.

Refund processing time may vary depending on the payment method or banking/payment service provider.

10. Cancellation Policy

Customers may request cancellation of an order before the order has been dispatched.

Once an order has been dispatched, cancellation may not be possible.

Orders containing prescription, cold-chain, injectable or speciality medicines may be subject to additional cancellation restrictions due to their nature and handling requirements.

If an order has already been delivered, the Return & Refund Policy above will apply.

11. Delivery Errors

If an error has occurred on the part of Care Clock Pharmacy, such as delivery of an incorrect product or missing item, we will make reasonable efforts to rectify the issue at the earliest possible opportunity.

Depending on the circumstances, we may provide:

• Replacement of the affected product;
• Delivery of the missing product; or
• Refund for the affected item.

12. Verification of Claims

All replacement and refund requests are subject to verification. We may request:

• Order/invoice details;
• Photographs or videos of the product and packaging;
• Batch number and expiry date;
• Details of the issue;
• Delivery information; and
• Any other information reasonably required to investigate the claim.

A claim may be rejected if the product has been improperly stored, altered, damaged after delivery, opened or used, or if the information provided does not support the claim.

13. Customer Safety

Customers should never consume or use a medicine if:

• The packaging appears damaged or tampered with;
• The medicine appears different from what was prescribed or ordered;
• The expiry date has passed; or
• There is any concern regarding the authenticity or condition of the product.

Customers should contact Care Clock Pharmacy or their healthcare professional for appropriate assistance.

14. Contact Us

For return, replacement or refund-related queries, please contact:

Care Clock Pharmacy
Canal Road, Dehradun, Uttarakhand
Phone: +91 75055 02796
WhatsApp: +91 75055 02796
Email: careclockpharma@gmail.com

When contacting us, please keep your order number/invoice number available.

15. Policy Updates

Care Clock Pharmacy may update this Return, Replacement & Refund Policy from time to time to reflect changes in our services, operational procedures or applicable requirements.

The latest version published on this website will apply to purchases made after the effective date.

Care Clock Pharmacy reserves the right to assess each return, replacement or refund request individually in accordance with this policy and applicable laws and regulations.