Refunds & Returns Policy

AUTHENTICITY GUARANTEE

At NirogStreet, we only stock authentic products. All our medicines are genuine and are sourced directly from the manufacturer or their authorized distributors. Prior to shipping, we do several levels of rigorous quality checks, hence eliminating any chances of counterfeit products. If you have any concerns about the authenticity of any of the items you have purchased from us or are considering purchasing, please contact us directly by emailing us at [email protected] or call on +91-9319361976 and we shall be happy to address your concerns.

SHIPPING / DELIVERY

Confirmed orders will be shipped within 24 - 48 working hours. Once shipped, they'll be delivered to you within 3-7 working days. Estimated delivery time may change due to the customer's geographical location, shipping destination, product availability and courier partner's delivery time & location. In case of one or more defective products in your order, please register a single complaint as the return/replacement will be arranged only once. Customers are advised not to accept tampered or damaged shipments.

CONDITIONS WHEN THE PRODUCT CAN BE RETURNED / REPLACED

• Wrong product is delivered;
• Expired product is delivered;
• Damaged product is delivered - Physical damage/ tampered product or packaging;
• Incomplete order - missing products.

WHAT WE WILL DO TOGETHER

Step 1 - Raise a return / replacement request within 7 days from the date of delivery if you’ve received wrong or expired product(s).

• Please raise a request in “My Orders” section of your Account on website/App;
• You can also raise a request with us by contacting Customer Care Support.
• In case of damaged/ missing product(s), raise a return / replacement request within 2 days from the date of delivery.

Step 2 - Give us 2 working days to review your return request.

Step 3 - After reviewing your return request, we will send our courier partner to pick up the products delivered to you.

Step 4 - In case our reverse pick up service is not available at your location, you will need to self-ship the product via any reliable courier partner. We will reimburse the courier charges, either in your provided bank account or Nirog Money Wallet.

Step 5 - After your product(s) is received, we will verify it against the claim and initiate the replacement or refund accordingly. Please note that replacement will depend upon the stock availability.

CONDITIONS WHEN RETURN / REPLACEMENT REQUESTS WILL NOT BE ACCEPTED

• Opened / used / altered products;
• Original packaging (mono cartons, labels, etc.) missing;
• The return/ replacement request is generated after 7 days from the date of delivery;
• The damaged/ missing product is reported after 2 days from the date of delivery.

RETURNS POLICY

Once you request to return a product, a pick-up is organized or such request. Our courier partners will come to pick up the item within 5-7 business days after your return request has been received. The returned product is then brought back to our warehouse where it is checked by our quality control team. Once the product passes the quality control, a refund is initiated.

PAYMENT AND REFUNDS POLICY

Payment: The Website and App provide you the ability to pay online through a third-party payment gateway for some of the Services available on the Website or App. If you choose to pay online, you may be directed to a third-party payment gateway to enable processing of the payment. This transaction will be governed by the terms and conditions and privacy policy of the third-party payment gateway. NirogStreet shall not be liable in case:

• any transaction does not fructify or may not be completed; or
• any failure on part of the bank or the credit card or the third-party site or agency to perform any of its obligations; or
• any loss or damage arising directly or indirectly arising out of the decline or acceptance of authorization for any transaction, for any reason whatsoever.

Refunds: Refunds are processed in a maximum of 10 days from the date on which NirogStreet receives returned goods. In case of prepaid order through Credit Card, Debit Card, or Net Banking, the amount will be refunded back to the account from which it was paid within 3 - 5 working days. In case of Cash-on-Delivery order, the amount will be refunded to the bank account as provided by the Customer within 3 - 5 working days. Please note that Cash-on-Delivery charges and shipping charges (if applicable) are not refundable.

Refunds in case of cancellation of Teleconsultation Appointment: Refunds for the duly cancelled appointments, in accordance with NirogStreet's Cancellation, will be processed in 3 - 5 working days from the date on which the appointment is canceled to the original source account. This shall also be applicable in the event of payment failure (due to external factors such as server issues with the bank) where the amount is deducted from the user's account but not received by the intended recipient.

CUSTOMER CARE / GRIEVANCE OFFICER

In accordance with Information Technology Act 2000 and rules made there under, the name and contact details of the Grievance Officer are provided below: