Shipping, Returns & Refunds

1. Shipping and delivery

We ship to: Australia, Russia, United Arab Emirates, United Kingdom (UK), United States (US). Orders to these countries are processed and shipped as normal.

Delivery times shown on the site are estimates, not guarantees. Customs, carrier and weather delays are outside our control. We email tracking details when your order ships.

Your address. Make sure the delivery address is complete and correct and that someone can receive the parcel. We are not responsible for delay, loss or return of a parcel caused by an incorrect or incomplete address, or by nobody collecting it. If a parcel comes back to us, you pay for any re-shipment.

Risk and ownership. Risk in the goods passes to you when the parcel is delivered to the address you gave, or collected by you or your representative. Ownership passes when we have received full payment.

Packaging. Parcels are packed discreetly. Where customs usually ask for them, we include an invoice and the documents the shipping route needs.

2. Cold-chain and temperature-controlled orders

Some medicines must be kept cold. We pack them in temperature-controlled packaging and tell you on the product page and at checkout when an item is cold-chain.

• Be available to receive the parcel. Open it and move the medicine to the storage conditions on the label as soon as it arrives.
• If the parcel arrives late, open, damaged or warm, or the temperature indicator (where included) shows a problem, do not use the medicine. Keep the packaging and contact us the same day with photos of the box, the label and the indicator.
• We will check with the carrier and the dispensing pharmacy and then replace or refund the order where the problem happened in transit.

If you choose a delivery address where nobody can receive the parcel, or you ask us to ship in a way that does not match the recommended storage, the cold-chain remedy above may not apply.

3. Import rules, customs and sanctions

We prepare the export paperwork for the shipment and we answer customs questions we are asked. We cannot give legal advice about the rules of your country. If you are unsure, ask your doctor, a local pharmacist or a legal adviser before you order.

If customs or another authority holds, seizes, destroys or returns a parcel, we will cooperate and share the documents we hold. Unless the problem was caused by our own error (for example, a document that we were responsible for and got wrong), we are not liable and no refund, replacement or compensation is due for the goods or the shipping, except where the law of your country gives you a right that cannot be excluded.

We comply with the trade sanctions and export controls that apply to us. We will not accept or ship an order if doing so would break them, and we may cancel and refund such an order.

4. When your parcel arrives

Check the parcel, the packaging and the items as soon as you receive them. If an item is damaged, defective, missing or not what you ordered, tell us within the 7-day window and send photos of the item, the outer packaging and the shipping label. Keep everything until we have replied.

If tracking shows no delivery after the expected time, contact us. We will check with the carrier and tell you what can be done. Where a parcel is lost in transit for a reason that is not your address, customs action or an event outside our control, we will replace it (subject to stock and the law) or refund it.

5. Changing or cancelling an order

To change or cancel an order, contact us at [email protected] with your order number as soon as you can. We can cancel an order only if it has not been dispatched. If it has not left, we cancel it and refund what you paid for it (section 8).

Once an order is dispatched it cannot be cancelled, but section 6 (returns) applies. If we cancel an order (for example because of an obviously wrong price, stock, a prescription we cannot accept or a legal restriction), we refund what you paid for it in full.

6. Returns

Medicines are health products. For patient safety, a medicine that has left our control can never be put back into supply, so returns are limited to the cases below. You may return an eligible order within 7 days of successful delivery.

How to return an item

1. Contact usEmail [email protected] within the 7-day window with your order number and the reason.
2. Wait for our confirmationWe will tell you how to proceed. Do not send anything back before we confirm; we cannot accept unannounced returns.
3. Send it trackedSend the parcel to: DrugsGeneral, C/O Milan Medicals, Bangalore, Karnataka 560050, India. Use a tracked service and keep your proof of postage.
4. We check itWhen the parcel reaches us, we check the items. If they are eligible, we approve the refund by email.

Return shipping is at your cost, unless we sent the wrong item or it arrived damaged or defective, in which case we pay it.

7. Orders that are final

This does not limit your rights if an item is damaged, defective, wrong or not as described, or any right you have under mandatory consumer law.

8. Refunds

When. If an order is cancelled before dispatch, we refund it in full. For a return, we refund after the returned items reach our returns address (section 6) and pass our check, and we ask you to use a tracked service because we cannot refund a parcel that never arrives. For a damaged, defective or wrong item, we may refund on the strength of your photos without waiting for the return. We approve a refund by email and aim to pay it within 7 business days of approval, and in any case within the time the law of your country requires.

How. Refunds are arranged by our team. Contact us at [email protected] with your order number and we will confirm by email how your refund will be paid. We refund to the payment method you used wherever that is possible, or to another method we can verify as yours.

How much. The refund covers the price of the items that were cancelled, returned and accepted, or reported damaged, defective or wrong. Original shipping is refunded when an order is cancelled before dispatch, or when we sent the wrong item or it arrived damaged or defective. Where an item is not eligible for return, no refund is due, except as the law requires.

9. Your legal rights

This policy does not take away any right you have under the mandatory consumer law of your country that cannot be excluded by agreement. Where such a right gives you more than this policy, the law applies.

10. Contact

Questions about this policy? Email [email protected]. To complain, see our Legal Notice & Grievance Policy.