Legal Notice & Grievance Policy

1. About this site and our role

DrugsGeneral is an international online pharmacy service operated by DrugsGeneral from India. We help adults obtain medicines for their own personal use, in small quantities. Our pharmacists review each order and prescription, we obtain the medicine from licensed partner pharmacies, pack it (with cold-chain where needed), prepare the shipping and customs documents, ship it and track it to customers in the countries listed in our Shipping, Returns & Refunds policy.

We are not a prescriber. Our pharmacists can answer questions about your order and your medicine, but they do not diagnose, and they do not decide what you should take. That is for your doctor.

2. Our partner pharmacies

We work only with pharmacies that hold the licences their own country requires to dispense the medicines they supply. Our pharmacists review your prescription together with the Partner Pharmacy that dispenses your order, and that pharmacy is responsible for its own dispensing. We check each partner’s licence before we work with it and review it again from time to time.

If you would like to know which Partner Pharmacy is filling your order, ask us at [email protected] with your order number. If a partner loses or fails to hold a required licence, we stop working with it.

3. Brands and product information

We do not manufacture, brand, license or own any of the medicines, products, brand names, logos, product images or descriptions shown on this site, and we do not act on any particular manufacturer’s behalf.

Product information is compiled from publicly available sources to help you identify the product. Where it is shown, the “Manufacturer” on a product page names the owner or originator of the product.

3. Legal framework

Because we operate from India, we aim to follow the Indian laws that apply to an online seller of medicines, including the Drugs and Cosmetics Act, 1940 and Rules, 1945; the Pharmacy Act, 1948; the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020; the Information Technology Act, 2000; and the rules on export of goods under the Foreign Trade (Development and Regulation) Act, 1992.

Medicines are lawful in some countries and restricted in others, and the rules change. We do not control the rules of the country you live in. See section 4.

4. Personal import and your responsibility

Orders are for personal use. By placing an order you confirm that you understand and accept that:

• it is your responsibility to check that importing, possessing and using the medicine is permitted in your country or territory;
• we are not liable where a parcel is held, seized, detained or destroyed by customs, a postal service or any authority in the destination country, and no refund or replacement is due in that case, unless the law of your country gives you a right that cannot be excluded;
• duties, taxes, penalties and any legal consequences of importing the goods are yours.

5. Prescriptions and age

Prescription-only medicines are supplied only against a valid prescription issued by a registered medical practitioner. Medicines that do not need a prescription under the law that applies to us are sold without one. Product pages say whether a prescription is needed.

A false, forged or altered prescription may be a criminal offence. We may cancel the order, report it to the authorities and permanently close the account.

You must be 18 or over to use the site or buy anything. By going to checkout you confirm your age. We may ask for proof of age and cancel any order where it cannot be given.

7. Products we do not ship

We do not list or supply:

• narcotic, psychotropic and other controlled substances;
• anabolic steroids and other products used for doping or body enhancement;
• products whose manufacture, sale, distribution or export is prohibited by the law of the country they ship from, or whose import is prohibited in the destination;
• medicines that are not approved or licensed where they are made, and products from manufacturers that are not lawfully authorised;
• counterfeit, falsified, expired, short-dated or tampered products;
• anything we have reason to believe is for resale or for a person who may not lawfully have it.

We review the catalogue and remove products that break these rules. If you think a listed product does, tell us straight away using section 12.

8. Medicine safety, side effects and recalls

If you have a side effect or an unexpected reaction, stop using the medicine if it is safe to do so, get medical help straight away (in an emergency, call your local emergency number), and tell your doctor. You can also report a side effect to your national medicines regulator.

Please also tell us at [email protected] with your order number and the batch number. We pass quality and safety reports to the Partner Pharmacy and, where the law requires it, to the regulator. If a product is recalled, we will contact the customers who received it.

If a product looks damaged, different from what you expected, has a broken seal or arrives warm when it should be cold, do not use it. See section 2 of our Shipping, Returns & Refunds policy.

9. Medical information disclaimer

Product descriptions, composition summaries, usage information, articles and any other health content on this site are for general information only. They are drawn from publicly available sources and help you identify a product. They are not clinical guidance.

To the fullest extent the law allows, we are not liable for any outcome, injury or loss that arises from relying on the information on this site.

8. Trademarks, brands and images

All third-party brand names, trade names, trademarks, logos, product images and packaging shown on this site are the property of their respective owners. We do not own them, and we claim no right in them.

We show them only to identify accurately the genuine product being sold and its manufacturer. We rely on the referential, honest-use limits on trademark rights, for example Section 30 of the Trade Marks Act, 1999. Showing a brand or image does not mean that its owner has approved, sponsors or is connected with us or this site.

If you are a rights owner and you want something changed or removed, tell us (section 9). We would rather fix a real concern quickly than argue about it.

9. Report an intellectual-property concern

Please email [email protected] with the subject “IP notice” and include:

• your name, your company and your contact details, and your relationship to the rights owner;
• a description of the trademark, copyright or other right, with registration numbers if any;
• the exact page address (URL) of the content you are concerned about;
• a statement that you believe in good faith that the use is not authorised by the owner, its agent or the law;
• a statement that the information in your notice is accurate and that you are the owner or authorised to act for the owner;
• your signature (typed is fine).

We acknowledge notices within 2 business days, and investigate and reply within 7 business days. While we investigate we may take the content down. If we remove something that you believe we should not have, tell us and we will review it. We may share the notice with the person affected, and we cooperate with lawful requests from authorities.

10. Regulatory and compliance concerns

If you believe a product or activity on this site breaks drug law, a regulator’s rules or consumer law, email [email protected] with the details. We review every report, cooperate with competent authorities, and take corrective action when a report is verified.

11. How to make a complaint

Anyone — a customer, a user or a third party — can raise a concern or complaint. We treat every grievance seriously and aim for a fair and transparent result.

1. 1. Send your complaintEmail the Grievance Officer (section 12) with your name, your order number if there is one, a description of the problem and any documents or photos that help.
2. 2. Acknowledgement within 48 hoursWe confirm by email that we have received your complaint and give you a reference.
3. 3. ReviewThe Grievance Officer looks at the facts and may ask you for more information. We aim to complete our review within 7 days.
4. 4. Resolution within 30 daysWe send you our decision and the reasons, and tell you how to take it further if you are not satisfied.

This process is our grievance redressal mechanism under Rule 4(5) of the Consumer Protection (E-Commerce) Rules, 2020.

12. Grievance Officer and contacts

13. If you are still not satisfied

You can take the matter further once our process has finished, or sooner where the law lets you.

You may also approach the National Consumer Helpline (1915) or the Consumer Commission that has jurisdiction under the Consumer Protection Act, 2019, or the relevant regulator.

14. Changes

We may update this notice. The revision date is at the bottom of the page. Continuing to use the site after a change means you accept the updated notice.