We dispatch your order through a reputed logistics partner (Depending on your location). Normally, we ship your order within 24 to 48 hours of receiving it, and it takes 3 to 7 business days to reach your doorstep. (Delivery time may be exceeded depending upon your location). In case a customer has yet to receive the order but got the order delivered confirmation through SMS or mail, the customer has to report us within 48 hours of getting the order delivered confirmation. No complaints will be entertained after 48 hours of the delivery confirmation message. We always keep you informed of the progress of your order. Once your order is shipped from our end, you shall receive an SMS and an Email mentioning the shipping detail, such as Courier Company, Docket No, etc. A Customer can also track his order from his account in your orders section.
- To ensure that your order reaches you quickly and in good condition, we only ship through reputed courier agencies.
- While we will make every effort to send all goods in your purchase together, this may not always be feasible due to product characteristics or availability. However, we will notify you before proceeding.
- If you feel the product needs to be in better condition, or if the packaging has been tampered with or destroyed, please refuse delivery of the shipment and contact our Customer Care or Contact us, quoting your order reference number. We will do everything possible to provide you with a new delivery as soon as possible.
- You may follow the progress of your order’s shipping on our website by going to the Track Your Order area.
- As per Indian Tax Regulations, all products (including presents) will be supplied with an invoice stating the price.
- What is the time period for return of orders
1.1 Medicine Orders
We have product specific return policy. The return window ranges from 0-7 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.
1.2 Healthcare Products
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.
[Note- Currently, the Company is not charging any shipping charges for returns from you.]
- Which Products are not eligible for Returns?
2.1 Products Not Eligible for Return- As per terms offered by all the sellers on the Platform, the products shall not be eligible for a return under the following circumstances-
- 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;
- If the product has been tampered with;
- 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;
- If it is mentioned on the product detail page that the product is non-returnable;
- Any accessories/freebies supplied with the product are missing;
- 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;
- Any damage/defect which is not covered under the manufacturer’s warranty;
- The product is without original packing and accessories/freebies;
- If the product is damaged due to misuse;
- 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.
- Additional Note –
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, IRIS Laboratories will disallow a refund or return of the “Non-Returnable” product to you when our partner licensed retail pharmacy verifies the returned item(s).
- How to Return?
4.1 You can raise a return request within the time frame mentioned above by following these simple steps on the Platform:
- Go to My Orders;
- Select the respective order and click on ‘RETURN’;
- Check to see if the product/s that you wish to return are returnable and have an active return window;
- Select the item you wish to return with quantity and reason for return.
4.2 You can also place a request for return of any product by calling the customer support at 7666100300.
4.3 After your return request is processed, we will pick up the return items as per the following timelines:
- For Local Cities*: Within 24-48 hours from the time of approval of return request.
- For Other Cities: Between 4-5 business days from the time of approval of return request. Please note that this time period may be longer depending on the third-party courier partners terms.
4.4 Please keep the return package ready in its original packaging with all the labels intact. You are also requested to keep a copy of the invoice/ bill from the seller handy for verification.