Blue Line Pharma team facilitates processing correct medicines as per order and prescription and strives to service the medicines and products in the right conditions without any damage every time a consumer places an order. We also strongly recommend the items are checked at the time of delivery.

Table of Content

• DEFINITION
• RETURN PROCESS
• MEDICAL TEST
• REFUND PROCESS
• ONLINE CONSULTATION
• SHIPPING CHARGES

1. DEFINITION

'Return' means an action of giving back the product ordered at Blue Line Pharma portal by the consumer. The following situations may arise which may cause the action of return of the product:

• Product(s) delivered do not match your order.
• Product(s) delivered are past or near to its expiry date (medicines with an expiry date of less than 03 months shall be considered as near expiry);
• Product(s) delivered were damaged in transit (do not accept any product which has a tampered seal).

Note: If the product you received is damaged, do not accept the delivery. If after opening the package you discover that the product is damaged, the same may be returned for a refund. Please note that we cannot promise a replacement for all products as it depends on availability. In such cases, we will offer a refund.

You may raise a Return request with our customer care within 07 (Seven) days from the delivery of the product. Blue Line Pharma reserves the right to cancel the Return request if the customer contacts us after 7 days of delivery.

Upon receiving your Return/Refund request, Blue Line Pharma shall verify the authenticity and nature of the request. If the request is genuine, we will initiate the Return and Refund process. Refunds will only be processed once we receive confirmation from the vendor regarding the product's contents.

In the event of unjustified complaints, Blue Line Pharma reserves the right to pursue legal actions, and the customer will be liable for all costs incurred.

Return Conditions:

• Any wrong ordering of the product doesn’t qualify for Return.
• The batch number of the product being returned should match the invoice.
• Return requests due to changes in prescription do not qualify.
• The product must be in its original manufacturer’s packaging with price tags, labels, bar-code, and invoice.
• Partially consumed products or strips do not qualify for Return; only fully unopened products can be returned.

2. RETURN PROCESS

1. For Return intimation, please visit www.bluelinepharma.com/contactUs.
2. Our customer care team will verify the claim within 72 business hours.
3. If the claim is verified, Blue Line Pharma will initiate the collection of the product(s) to be returned.
4. The customer must pack the product(s) in original manufacturer’s packaging.
5. Refunds will be completed within 30 days from the date of reverse pick up (if required).

3. REFUND PROCESS

If the claim is valid, Refund will be processed as follows:

• Orders placed through online wallets will be credited back to the wallet.
• Orders placed through Cash on Delivery will be refunded via bank transfer.

4. ONLINE CONSULTATION

For online consultation, customers can raise a Refund request only if the consultation query is not answered within the specified timeline. Requests must be submitted within 72 hours from the query submission or response receipt. Valid Refunds will be processed via bank transfer within 30 days.

5. SHIPPING CHARGES

Estimated shipping charges are calculated based on the order value and can be viewed during checkout. For shipping-related queries, please contact us at care@bluelinepharma.com.

6. TERMS OF SHIPPING AND DELIVERY

We partner with third-party logistics service providers to facilitate shipping and delivery. Dispatch timelines are typically 24 hours from order placement, and an estimated delivery timeline will be provided. Delivery charges vary based on order value.

For Non-Blue Line Customers:

Order Value	Delivery Charge
Up to Rs. 199	Rs. 69
Rs. 199 – Rs. 499	Rs. 49
Rs. 499 – Rs. 999	Rs. 29
Rs. 999 or more	FREE Shipping

For Blue Line Customers:

Order Value	Delivery Charge
Up to Rs. 99	Rs. 35
Rs. 99 or more	FREE Shipping

 

Note: Delivery charges quoted above are applicable on ALL orders available on the Platform.

You agree and understand that though we endeavour to ship and deliver our Products all across India, we may, at our sole discretion, determine a select list of areas that are unserviceable for the delivery of Products. We, or our Logistic Partners, do not provide shipping and delivery services in such unserviceable areas and may not process your orders on the Platform in such cases. In the event an area has been deemed unserviceable, we shall notify the user at the time of placing an order for Products on the Platform. You may also verify whether an area is unserviceable for deliveries by entering the relevant area pin-code on the Platform.

You agree and acknowledge that to ensure timely delivery of purchased Products, we may inquire or collect specific information such as your name, shipping address, billing address, landmarks, and contact details. You are responsible for ensuring that all information submitted to us on the Platform is true, complete, accurate, and sufficient to identify the actual place of delivery. You will bear absolute liability in case of failure to provide correct, complete, and accurate information at the time of placing the order. We are not liable for any delays or failed deliveries due to incorrect or incomplete information.

Delivery Attempts

We will attempt to deliver the purchased Product to your designated address within the estimated timeline. In the event you are unavailable to accept the delivery, our Logistic Partners will make a maximum of three attempts over three days (one attempt per day) to deliver the Product(s). If the third delivery attempt is unsuccessful, we reserve the right to cancel the order and process the return of the Product to us. We also reserve the right to deduct the shipping and delivery charges borne by us while processing refunds following such cancellations.

While we make every effort to ensure timely delivery, certain factors may cause delays, such as:

• (a) Logistical issues beyond our control.
• (b) Unsuitable weather conditions.
• (c) Political disruptions, strikes, employee-lockouts, governmental restrictions, etc.
• (d) Acts of God such as floods, earthquakes, etc.
• (e) Other unforeseeable circumstances.

In such events of delay, we will make reasonable attempts to inform you via email or mobile number registered with us. We disclaim all liabilities that may arise from failure to inform or notify you of delivery delays. Additionally, we are under no obligation to compensate you for any claims arising from shipment or delivery delays.

We endeavor to engage Logistic Partners, employees, and agents with the highest regard for ethics and professionalism. You acknowledge that the actions and inactions of delivery personnel are not within our control. We are not liable for any acts or omissions by delivery agents, Logistic Partners, or their personnel, including service deficiencies, wrong deliveries, or package tampering. Any disputes between you and delivery personnel must be resolved independently, and you will not hold us responsible for resolving such disputes.

Once you place an order, it is processed, and the Product is handed over to our Logistic Partner. A unique tracking number will be provided, enabling you to track the status of your delivery. You may use this number on the Platform or the Logistic Partner's website or mobile application to check the delivery status. We cannot guarantee the accuracy of tracking information due to possible time-lags or technical difficulties.

We reserve the right to charge shipping fees on Products, which may vary based on the order value, product type, delivery area, and payment method. Shipping fees are non-refundable unless a defected, damaged, or incorrect Product is delivered. The title and risk of Products pass to you upon delivery.

Returns are facilitated through our reverse-Logistics Partners. Upon receipt of a return request and its acknowledgment, our reverse-Logistics Partners will collect the purchased Products from you. Returns and exchanges are processed according to our Cancellation, Return, and Refund Policy.

7. CANCELLATION POLICY

Customer Cancellation:

The customer can cancel an order until Blue Line Pharma ships it. Orders once shipped cannot be cancelled.

Blue Line Pharma Cancellation:

There may be certain orders that Blue Line Pharma partners are unable to accept and service, leading to cancellation. These situations may include product unavailability or pricing inaccuracies.

Bulk Orders:

Blue Line Pharma reserves the right to cancel orders that classify as ‘Bulk Orders’ based on criteria such as:

• Products ordered are for commercial resale, not self-consumption.
• Multiple orders placed for the same product at the same address.
• Bulk quantity of the same product ordered.
• Invalid address provided in order details.
• Malpractice used to place the order.

No cancellation charges will be levied for order cancellations as per the terms of this policy.