Lowpill

↩️ Return & Exchange Policy

Medicines generally cannot be returned for safety reasons. Here are the exceptions.

Last updated: 13 May 2026

1. Medicines Can't Be Returned (General Rule)

  • For health and safety reasons.
  • Medicine integrity cannot be verified after dispatch.
  • Storage conditions cannot be verified.
  • Opened medicines cannot be resold.
  • Health-authority regulations forbid it.
  • Pharmacy regulations forbid it.
  • NO RETURNS OF MEDICINES (general rule).
  • Health safety is the priority.

2. Exceptions — These CAN Be Returned

  • Wrong medicine sent.
  • Defective or damaged packaging.
  • Expired medicine.
  • Counterfeit medicine.
  • Non-delivered items.

Contact the pharmacy immediately. The pharmacy handles the exchange. Proof is required.

3. If Wrong Medicine Sent

  • Contact the pharmacy immediately.
  • Report the discrepancy.
  • DON'T consume the wrong medicine.
  • The pharmacy sends the correct medicine.
  • Or the pharmacy refunds.
  • NOT Lowpill's responsibility.
  • The pharmacy handles the exchange.

4. If Medicine Is Expired

  • Contact the pharmacy immediately.
  • DON'T use the expired medicine.
  • The pharmacy replaces with fresh stock.
  • No health risk is acceptable.
  • The pharmacy is responsible.
  • Report if you received expired medicine.

5. If Counterfeit

  • Report to the pharmacy immediately.
  • Report to health authorities.
  • The pharmacy investigates.
  • The pharmacy refunds or replaces.
  • DON'T use counterfeit medicine.
  • Pharmacy liability.
  • This is a serious matter.

6. Refund for Quality Issues

  • Defective — pharmacy refunds.
  • Damaged — pharmacy refunds.
  • Expired — pharmacy refunds.
  • Wrong item — pharmacy refunds.
  • Contact the pharmacy directly.
  • NOT through Lowpill.
  • The pharmacy handles it.

7. Return Process (Steps)

  • Step 1: Contact the pharmacy.
  • Step 2: Describe the issue.
  • Step 3: The pharmacy authorizes the return.
  • Step 4: Send the item back (if required).
  • Step 5: The pharmacy processes the refund.
  • Timeline: varies by pharmacy (usually 5–7 days).

8. Return Shipping

  • The pharmacy may arrange pickup.
  • You may need to arrange shipping.
  • Check with the pharmacy.
  • Shipping cost varies.
  • The pharmacy covers cost if it is the pharmacy's error.

9. Refund Timeline

  • Pharmacy acknowledges request: within 1–2 business days.
  • Pharmacy approves refund: within 3–5 business days after receiving the returned item.
  • Refund issued to original payment method.
  • Bank credit appears within 5–10 business days.
  • UPI or wallet refunds usually appear within 24–72 hours.
  • Razorpay handles the refund transaction.
  • You will receive an email and SMS when the refund is processed.

10. If a Dispute Arises

  • Step 1: Try to resolve directly with the pharmacy's customer support.
  • Step 2: If unresolved, raise a grievance with our Grievance Officer.
  • Email: help@lowpill.com — response within 7 days.
  • Step 3: Escalate to the National Consumer Helpline (1915) if needed.
  • Step 4: File a complaint under the Consumer Protection Act if needed.
  • Keep proof of purchase, invoices and pharmacy communication.
  • Lowpill will provide referral and transaction logs to support the investigation.