Refund & Cancellation Policy

Last Updated:

Thank you for choosing Sompurno Pharmacy.
This Refund & Cancellation Policy explains how refunds, returns, and order cancellations are handled for medicine orders placed through the Sompurno Pharmacy Mobile App, www.sompurnopharmacy.in, and www.sompurnopharmacy.com.

Our policies follow pharmacy guidelines, safety standards, and West Bengal regulations.

1. Order Cancellation Policy

1.1 Customer-Initiated Cancellation

You may request cancellation before the order is packed or dispatched by:

• Calling/WhatsApp: +91 7044844841
• Using the “Contact Support” option inside the app

Once the order is processed, packed, or out for delivery, cancellation may not be possible.

1.2 Automatic/Forced Cancellations

Your order may be cancelled if:

• Prescription is invalid or unclear
• Medicines are out of stock
• Delivery address is incorrect or unreachable
• Fraudulent or suspicious activity is detected
• Customer does not respond to verification calls

A notification will be shared via WhatsApp/SMS/App.

2. Return Policy

2.1 Return Allowed Only If:

You may request a return within 24 hours ONLY if:

• Wrong product delivered
• Damaged product delivered
• Expired product delivered
• Prescription mismatch caused by us

We will verify the request via image/video and arrange replacement or refund.

3. Refund Policy

Refunds apply only in the following cases:

• Order cancelled before packing
• Wrong/expired/damaged item delivered
• Stock unavailable after payment
• Duplicate payment (if any)

Refund Timeline & Processing

Once approved, refunds are processed within 5–7 working days (depending on bank/payment gateway). Refunds are issued through the original payment method, bank transfer, or wallet credit (if enabled).

Refund is NOT applicable for:

• Customer refusal at delivery
• Unreachable or incorrect address
• Prescription mismatch caused by the customer
• Opened or used items

4. Prescription Medicine Refund Policy

For prescription-only medicines:

• Refunds are issued only if the delivered product is incorrect, damaged, or expired
• No refund for opened strips or tampered packaging

Prescription verification is mandatory before processing refunds.

5. Delivery Failure Scenarios

Refund is provided ONLY if delivery fails due to Sompurno Pharmacy’s operational issue.

Refund is NOT provided if the customer is unavailable, refuses delivery, provides the wrong address, or does not pick up confirmation calls. Re-delivery charges may apply.

6. Mode of Refund

Refunds will be issued via:

• UPI
• Bank Transfer
• Original Payment Method (if supported)
• Wallet/credit (if enabled)

No cash refunds are allowed as per policy.

7. Contact for Refund/Cancellation

For quick support regarding any issue:

Email: care@sompurnopharmacy.in
WhatsApp/Call: +91 7044844841
Address: Ichapur, Shyamnagar, North 24 Parganas, West Bengal – 743144
Support Hours: 9:00 AM – 6:00 PM Monday to Saturday