This policy explains how you can cancel an order or booking with Asthra, and when you are eligible for a replacement or refund. It is in addition to your rights under the Consumer Protection Act, 2019.
1. Cancelling a pharmacy order
- You can cancel a pharmacy order free of charge at any time before it is dispatched, by calling or messaging the branch you ordered from.
- Once an order has been dispatched, you may still refuse it at the door, and any amount already paid will be refunded in full. Because medicines returned from delivery cannot always be re-sold, we may ask for payment in advance if orders are refused repeatedly.
- We may cancel an order if the prescription is invalid, the product is unavailable, or the address is outside our delivery area. You will be informed and any amount paid will be refunded in full.
2. Returns and replacements (pharmacy)
For patient safety, medicines and health products cannot be returned once they have been delivered or handed over in good condition, as their storage after sale cannot be verified. We will replace the product or refund it in full if:
- You received a product that is damaged, leaking or tampered with.
- You received the wrong product, strength or quantity.
- The product is expired or has less shelf life than is reasonable for its use.
To claim, contact the branch within 48 hours of delivery with your order reference and a photo of the product and invoice. Keep the product in its original packaging; our team may collect it for inspection.
The following cannot be returned except under the conditions above: opened or used products, cold-chain items (such as insulin and vaccines), products bought in loose or cut strips, personal hygiene products (such as sanitary pads and diapers) once opened, and items specially ordered for you.
3. Lab tests and health packages
- Cancel or reschedule any time before sample collection for a full refund of any advance paid.
- Once a sample has been collected, the test is being processed and cannot be cancelled or refunded.
- If a sample has to be re-collected because of a problem with collection, transport or processing, we will re-collect it free of charge.
- If a booked test cannot be performed for reasons on our side, you will receive a full refund of the amount paid for that test.
4. Clinic appointments
Please cancel or reschedule an appointment at least 2 hours before the booked time by calling Asthra Clinic. Consultation fees paid in advance are refunded in full if we cancel or if you cancel in time. Fees for a consultation that has taken place are not refundable.
5. How refunds are paid
- Approved refunds are made to the original payment method (UPI, card or bank account) within 5–7 business days of approval. Cash payments are refunded by UPI or bank transfer, or in cash at the branch.
- Your bank may take additional time to credit the amount. If you have not received a refund after 10 business days, contact us with your order reference.
6. Offers and discounts
When part of an order that received a discount or free item is refunded, the refund is calculated on the price actually paid for the refunded items.
Grievance Officer
In accordance with the Information Technology Act, 2000, the Digital Personal Data Protection Act, 2023 and the Consumer Protection (E-Commerce) Rules, 2020, you may contact our Grievance Officer with any complaint or concern:
- Grievance Officer, Asthra Healthcare Services Private Limited
- Address: #15 Surabhi Complex, BB Road, Near Karnataka Bank, Prashanth Nagar, Devanahalli, Bengaluru, Karnataka - 562110
- Email: asthracare@gmail.com
- Phone: +91 91080 73247 (Monday to Saturday, 10:00 am – 6:00 pm)
We will acknowledge your complaint within 48 hours and aim to resolve it within 30 days of receipt.
Contact us
- Company: Asthra Healthcare Services Private Limited
- Registered address: #15 Surabhi Complex, BB Road, Near Karnataka Bank, Prashanth Nagar, Devanahalli, Bengaluru, Karnataka - 562110
- Email: asthracare@gmail.com
- Asthra Pharmacy: +91 80882 18917 · Asthra Lab / Asthra Clinic: +91 91080 73247