Return, Refund & Cancellation Policy

Effective date: 15 September 2026

This Return, Refund & Cancellation Policy explains when an order may be cancelled, returned, replaced, or refunded after purchase through HIV Medicines Hub.

1. Important Information About Medicines

HIV Medicines Hub is an independent online pharmacy. For health, safety, hygiene, storage, and regulatory reasons, medicines and healthcare products are generally not eligible for return or exchange after delivery unless the product is incorrect, damaged in transit, expired, or otherwise affected by an issue covered under this policy.

Customers must not use any product they believe is damaged, tampered with, incorrectly supplied, or expired.

2. When a Return or Refund May Be Requested

A customer may contact us if:

• The product received does not match the order
• The product is damaged during transit
• The package appears opened or tampered with at delivery
• The product is past its expiry date when received
• The product is defective or unusable on arrival
• The order is confirmed as lost during transit

All requests are subject to verification. A request does not automatically mean that a return, replacement, or refund has been approved.

3. Reporting Time Limit

A return, replacement, or refund request must be reported within 3 calendar days of delivery.

For damaged, leaking, opened, or tampered packages, customers should report the issue as soon as possible and, where reasonably possible, notify the delivery person at the time of delivery.

Requests received after the applicable time limit may be declined unless a different remedy is required by applicable law.

4. Non-Returnable Products and Situations

The following products or situations are generally not eligible for return, replacement, or refund, except where the product was incorrect, damaged in transit, expired, or another remedy is required by applicable law:

• Products that have been opened, unsealed, used, altered, or partly consumed
• Products without their original packaging, labels, batch details, or seals
• Products damaged after delivery because of improper storage, handling, or use
• Temperature-sensitive or temperature-controlled products, including insulin, injections, and temperature-controlled eye drops, except where they arrive damaged or unusable
• Products specifically marked as non-returnable before purchase
• Products returned without the order information needed for verification
• Products that cannot be collected because the delivery address is outside the serviceable area
• Personal-care or hygiene products where return is restricted for health or hygiene reasons

Product-specific restrictions, if any, will be displayed or communicated before purchase where reasonably possible.

5. Prescription and Doctor-Changed Medicines

Prescription medicines may be supplied only after the required prescription and order verification is completed.

If a qualified healthcare professional changes a prescribed medicine, the customer should contact us before placing or accepting a replacement order. A replacement order may require a new order reference and a fresh prescription review. A return or refund is not guaranteed solely because a prescription has subsequently changed.

6. Cancellation of an Order

A cancellation request may be submitted before the order has been dispatched or handed over to the logistics partner.

Once an order has been dispatched, is out for delivery, or has been delivered, cancellation may no longer be possible. In that situation, the customer should contact us immediately. Any further action will depend on the product type, prescription requirements, courier status, and applicable law.

If an order is cancelled before dispatch and the cancellation is approved, any eligible refund will be issued to the original payment method after applicable verification.

7. How to Request a Return, Replacement, or Refund

Send an email to hivhub.in@gmail.com within 3 calendar days of delivery. Please include:

• Order number
• Customer name and registered contact details
• Product name and quantity
• Reason for the request
• Clear photographs of the product, packaging, shipping label, expiry date, batch number, and damage, where applicable
• Unboxing photographs or video, if available

Customers should keep the product, outer packaging, labels, and shipping materials until the review is complete. Do not return or dispose of the product unless our team provides instructions.

8. Verification and Decision

We will review the request and may contact the customer for additional information. We may also coordinate with the logistics partner, manufacturer, or other relevant party when required.

The review outcome may be one of the following, depending on the circumstances:

• Replacement with the correct or approved product
• Refund to the original payment method
• Store credit, where legally permitted and accepted by the customer
• Rejection of the request with an explanation

For safety and compliance reasons, we may require a returned product for inspection before approving a replacement or refund.

9. Return and Pickup Charges

If the request is approved because the product was incorrect, damaged in transit, expired, or lost during delivery, HIV Medicines Hub will normally arrange the appropriate resolution without charging the customer a return fee.

For any other return request that is legally permitted and approved, a return or pickup charge of ₹250 may apply. We will communicate any applicable charge before arranging the return.

10. Replacement

Where a replacement is approved and the product is available, the replacement will normally be dispatched within 7 business days after approval, subject to prescription verification, stock availability, and logistics serviceability.

If the replacement product is unavailable, we may offer an alternative resolution, including a refund, subject to applicable requirements.

11. Refund Method and Timeframe

Approved refunds will normally be issued to the original payment method used for the order, such as a credit card, debit card, net banking account, or eligible digital wallet.

After approval, we will initiate the refund within 7 business days. The payment provider or bank may require an additional 7–14 business days for the amount to appear in the customer’s account.

The final crediting time may depend on the bank, payment gateway, or wallet provider and is outside our direct control.

Shipping charges, if separately charged, may not be refundable unless the refund is due to an error, damage, expiry, non-delivery, or another reason covered by applicable law.

12. Lost or Damaged Shipments

If a shipment is delayed, lost, or damaged during transit, contact us promptly with the order number and available tracking information. We may investigate the matter with the assigned logistics partner.

A refund or replacement will be considered after the shipment status and claim are verified.

13. Contact Us

For cancellation, return, replacement, or refund requests:

Email: hivhub.in@gmail.com
Phone: +91-9429801661

Please include the order number in every request.

14. Policy Updates

We may update this policy when our products, logistics arrangements, payment processes, legal requirements, or business procedures change. The version published on this page will apply to future orders.

This policy is general business information and is not legal advice. Because this store sells medicines and may handle prescription orders, consult a qualified attorney and the relevant pharmacist or regulatory professional before publishing this policy. Confirm that the final version complies with applicable Indian consumer, pharmacy, drug-sale, e-commerce, payment, and data-protection requirements.