Returns, Replacements and Refunds

How do I return an item purchased on FirstMed?

FirstMed offers its customers an ’Easy return policy’, wherein you can raise a return/exchange request of a product within 5 days of its delivery. Products can only be eligible for returns if the products received by the customer are deemed to have been received in a damaged / defective state or are expired or an incorrect product has been delivered. Such products can only be returned in their original packaging, in an unused and sealed condition. [Opened or used products will not be accepted as returns.

Provide us with your order ID details and your request to return/replace/refund your order. Kindly email an image of the product and the invoice for our reference.

Contact our Customer Support team via (helpdesk@FirstMed.in) within 5 business days of receiving the order.

We will pick up the products within 2-5 business days. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and barcodes intact.

If a return is accepted, FirstMed will replace or refund the invoiced rupee value for, the damaged / defective / expired / wrong product.

If it is a case of replacement, it is subject to the availability of stock. In cases when a replacement may not be available, we will refund you the full amount. Kindly refer to the next question for exclusions to refunds.

Shipping charges for return / replacement of the order / partial order would be borne by the customer subject to fulfilling of the above conditions.

Returns will not be accepted under the following conditions:

• Product is damaged due to misuse/overuse.
• Returned without original packaging including, price tags, labels, original packing, freebies and other accessories or if original packaging is damaged
• Serial Number is tampered with.
• Defective products that are not covered under Seller/Manufacturer’s warranty.
• Product is used or altered.
• If request is initiated after 5 business days of order delivery.
• Free product provided by brand.

Please note: For certain marketing campaigns or mega sale periods, special return/exchange/refund rules may apply. Information regarding this is visible on the promotion banner.

I have received a damaged or defective item/wrong product in my order, how should I proceed?

We do a strict quality check before shipping the products. However in the rare case that your product is damaged during shipment or transit, you can request for a replacement or cancellation and refund.

If you have received an item in a damaged/defective condition or have been sent a wrong product, you can follow a few simple steps to initiate your return/refund within 5 days of receiving the order:

Note: If it is a case of replacement, it is subject to the availability of stock. In case that a replacement may not be available, we will refund you the full amount.

Do I have to return the free gift when I return a product?

Yes. The free gift is included as a part of the item order and needs to be returned along with the originally delivered product.

How will I get refunded for the returned orders and how long will this process take?

In case of a return/replacement/refund, we process the refund once the products have been received and verified at our store.

• For payments done through credit/debit cards or net banking, wallets, upi mode payment the refund will be processed to the same account from which the payment was made within 24-96 business hours of us receiving the products back. It may take 2-3 additional business days for the amount to reflect in your account.
• For cash on delivery transactions we will initiate a bank transfer against the refund amount against the billing details shared by you. This process will be completed within 24-96 business hours of us receiving the products back and your bank details on email. It will take additional 2-5 business days for the amount to reflect in your account.