Cancellation & Refund Policy
Last updated: January 2025 · Ace Drugs and Pharmaceutical, Pune, India
Cancel Before Dispatch
Cancel any order before it is shipped — no questions asked
7-Day Returns
Return eligible items within 7 days of delivery
Refund in 5–7 Days
Approved refunds processed within 5–7 business days
Order Cancellation
You may cancel your order at any time before it is dispatched from our warehouse. Once the order has been handed over to our logistics partner and a tracking ID has been generated, it cannot be cancelled. To cancel, please contact our customer support immediately at care@acepharmaonline.com or call 020 4860 6060.
Returns
We accept returns for eligible items within 7 days of delivery. To be eligible for a return:
- Item must be unused, unopened, and in original packaging
- Seals and labels must be intact
- Item must be in the same condition as received
- Original invoice/bill must be included
⚠️ Non-returnable items:
Prescription (Rx) medicines, temperature-controlled products (cold chain), opened personal care items, skincare products after use, and any product marked "non-returnable" on the product page.
Refunds
Once your return is received and inspected, we will notify you of the approval or rejection of your refund within 2 business days. If approved:
- Refund will be credited to your original payment method
- Processing time: 5–7 business days after approval
- For COD orders: Refund will be processed via bank transfer (NEFT/IMPS)
- Shipping charges are non-refundable unless the return is due to our error
Damaged or Defective Items
If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery with:
- Your order number
- Clear photographs of the damaged/defective item and packaging
- A brief description of the issue
We will arrange for a full replacement or a complete refund at no additional cost to you.
How to Initiate a Return
- Email care@acepharmaonline.com with your Order ID and reason for return
- Our team will review your request within 1–2 business days
- If approved, we will arrange a reverse pickup at no charge
- Refund is processed once the returned item is received and inspected