Refund and Cancellation Policy

This Refund and Cancellation Policy ("Policy") sets out the general rules for returns, refunds and cancellations in relation to orders placed through the Retailgrow platform ("Retailgrow" or the "Platform"), operated by Zepcure Biotech Private Limited ("Zepcure", "we", "us" or "our").

1. Applicability

This Policy applies to B2B orders placed by eligible Users (such as pharmacies and retailers) through the Retailgrow mobile application. It should be read together with our Terms and Conditions and any specific commercial arrangements agreed with you.

2. General principles

• Requests for return or refund are assessed in line with applicable laws, regulatory guidance and internal quality standards.
• In certain cases, statutory or regulatory restrictions may limit our ability to accept returns (for example, for specific types of pharmaceutical products).
• Approved refunds are typically processed to your Retailgrow in-app wallet, unless otherwise agreed or required by law.

3. Order cancellation

• You may request cancellation of an order before it has been processed for dispatch, subject to operational feasibility.
• Once an order has moved beyond a certain processing stage, cancellation may not be possible. In such cases, the order may be treated under the applicable returns process, if eligible.
• We reserve the right to cancel all or part of an order for reasons including unavailability of stock, operational constraints, regulatory requirements or suspected misuse.

4. Returns

Subject to applicable laws and product-specific rules, returns may be considered in situations such as:

• Products supplied are different from those ordered (wrong product supplied).
• Products received in damaged condition at the time of delivery, as reasonably evidenced.
• Other scenarios specifically agreed or communicated by us from time to time.

In all cases, you may be required to notify us within a specified timeframe from delivery and provide supporting details (such as images, batch details, and invoice information) to enable review of the request.

5. Non-returnable items

Certain categories of products may not be eligible for return or refund, including but not limited to:

• Products that are required by law or regulation to be non-returnable.
• Products that have been opened, used, tampered with, or not stored as per recommended conditions.
• Products returned without required documentation or beyond the applicable notification window.

6. Refunds and the Retailgrow wallet

• Once a return or cancellation request is approved, the corresponding refund value is typically credited to your Retailgrow in-app wallet.
• The wallet balance can usually be used as a mode of payment, in full or part, for eligible future orders placed through the Platform.
• In certain cases, and where required by law or agreed in writing, refunds may be processed to the original payment method instead of the wallet.
• Details about wallet expiry, if any, or minimum/maximum usage conditions may be communicated within the app or through separate documentation.

7. Timelines

Timelines for review and processing of returns and refunds may vary based on product type, location, documentation received and third-party dependencies (such as payment partners). We will endeavour to process approved refunds within commercially reasonable timelines and in accordance with applicable law.

8. Deductions and adjustments

Where permitted by law and applicable arrangements, we may make deductions or adjustments from refund amounts to account for:

• Non-returnable items or quantities.
• Delivery or handling charges that are not eligible for refund.
• Any outstanding amounts payable by you under other transactions, where agreed or permissible.

9. How to raise a return or refund request

Details of the process for raising a return or refund request (for example, via the app or through specific contacts) will generally be made available within the Retailgrow app or through communications shared with you. In the absence of an in-app workflow, you may contact us using the details provided below, along with relevant order and invoice information.

10. Changes to this Policy

We may update this Policy from time to time. Material changes will generally be indicated by updating the "Effective date" above and/or by providing an in-app or email notification where appropriate. Your continued use of Retailgrow after such changes will constitute your acknowledgement of the updated Policy.

11. Contact us

For any questions or clarifications regarding this Policy or a specific order, you can contact us at:

Email: joinretailgrow@gmail.com
Contact Number: +91 97179 16322
Address: Soft Villa, CSD Canteen Road, Kanina, Haryana (123027)

Note: This Refund and Cancellation Policy text is provided in a standard format and may be updated or replaced based on the final approved version shared by Zepcure Biotech Private Limited.