Cancellation and refund policy

Enquiries

You may withdraw an enquiry at any time by emailing care@medrack.health with the reference. Sending an enquiry is free, so there is nothing to refund. Withdrawing an enquiry does not automatically delete records that must be retained for security, legal or complaint-handling purposes; privacy requests are handled under the Privacy policy.

Before an order is accepted

A quotation, pro forma invoice, payment instruction or order request is not an accepted order unless the responsible seller or dispensing party expressly confirms acceptance in writing. You may ask to stop the process before acceptance.

After an order is accepted

The cancellation conditions disclosed in the written order summary apply. You may request cancellation through the same contact route used to place or confirm the order.

If the responsible party cancels an accepted prepaid order because it cannot fulfil it, the amount paid for the unfulfilled item will be refunded.

After dispatch or delivery

Medicines may not be returnable for a change of mind after dispensing or dispatch because storage conditions, product integrity and the law may prevent resale. Do not send a medicine back without written instructions from the responsible seller or dispensing party.

Refunds on dispensed medicine

Because these are prescription medicines, an item that has been dispensed or dispatched cannot be refunded. Storage conditions, product integrity and the law prevent a medicine from being reissued once it has left the dispensing party, so this is not something that can be reversed later. That is exactly why the medicine, the full charges and the cancellation terms are set out in writing beforehand, and why nothing proceeds until you have accepted that summary.

Where a refund is due because an accepted order could not be fulfilled, it is handled under the written order terms.

Recurring or repeat arrangements

An enquiry does not authorise recurring orders or charges. Where a recurring arrangement is separately offered and accepted, you must be able to cancel future unprocessed orders through the disclosed contact route. Cancellation does not automatically reverse an order that has already been accepted or dispatched.

How to raise a concern

Email care@medrack.health with the enquiry or order reference, the requested outcome and relevant documents or photographs. You may also write to A to Z Link, 177, Shree Gopal Nagar, Gopalpura By Pass Road, Jaipur, Rajasthan 302019, India. Nothing in this policy limits a consumer right or remedy that cannot lawfully be limited.