1. Cancelling an order
You can cancel an order for free at any time before it's picked up for delivery — that is, while it shows as "Placed" or "Packed" on your order tracking page. Once a delivery partner has picked it up and is on the way, it can no longer be cancelled from the app, since it's already out for delivery; please contact us directly if there's an urgent problem.
2. Lab booking cancellations
A lab test booking can be cancelled or rescheduled for free any time before the sample collection visit, from the "My lab bookings" page.
3. Why we can't accept change-of-mind returns
Because we deliver medicines and healthcare products, we're unable to accept returns simply because you've changed your mind after an order has been delivered. This is standard practice for pharmacies everywhere and exists to protect the safety of everything we deliver — a medicine that's left our shop can't be safely resold, even if it looks unopened.
4. When we will replace or refund an item
If what arrives is damaged, expired, or not what you ordered, we will replace it or refund you in full — at no cost to you. This is the one case where we do accept a return/replacement claim.
5. How to claim a replacement or refund
Contact us within 24 hours of delivery with:
- Your order number
- A clear photo of the item (and its packaging/label, if the issue is expiry or damage)
- A short description of the problem
Reach us through the chat on your order tracking page for an active/recent order, or via the contact details below. We'll review it and arrange a free replacement or refund — with your next delivery where possible, or back to your original payment method / as account credit where a replacement isn't practical.
6. Refund timelines
Once a claim is approved, replacements are typically arranged with your next order or a dedicated delivery. Refunds to an original online payment method can take a few business days to reflect, depending on your bank or payment app; cash-on-delivery refunds are settled as account credit or, where needed, by direct transfer.
7. Lab test result issues
If there's a problem with a lab sample collection (for example, a missed or re-scheduled visit on our end), contact us and we'll arrange a free re-collection. For a concern about a specific result, please discuss it with your doctor and let us know so we can look into the process on our end.
8. Orders outside this policy
Claims made after 24 hours of delivery, for reasons other than damaged/expired/wrong items, or without enough detail to verify the issue, may not be eligible — we'll always explain why if we're unable to help with a specific claim.
9. Contact us
For any return, refund, or cancellation question, write to us at support@nirog24.com.