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Refund Policy

At Sidmex Inovia Pvt. Ltd., we are committed to delivering high-quality pharmaceutical products and ensuring customer satisfaction. Every order is processed with the utmost care and in accordance with applicable quality and regulatory standards. Due to the nature of pharmaceutical products, refunds and replacements are subject to the terms outlined below.

1. Eligibility for Refund

A refund or replacement request may be considered under the following circumstances:

The product delivered does not match the confirmed order.
The product is received in a damaged condition due to transit.
The shipment contains missing or incorrect items.
A verified manufacturing defect or quality issue is identified upon receipt.

All requests are reviewed individually by our team before a decision is made.

2. Non-Refundable Situations

Refunds or replacements will generally not be applicable in the following situations:

The order was placed incorrectly by the customer.
The product has been opened, used, altered, or improperly stored after delivery.
The request is made after the specified reporting period.
Delays caused by customs clearance, government regulations, or circumstances beyond our reasonable control.
Customized, contract-manufactured, or special procurement orders unless otherwise agreed in writing.

3. Reporting an Issue

Customers are requested to inspect their shipment immediately upon delivery. Any concerns regarding damaged, incorrect, or missing products should be reported within 48 hours of receiving the shipment.

To help us investigate your request promptly, please include:

Order or Invoice Number
Product Name
Batch Number (if applicable)
Photographs of the product and packaging
A brief description of the issue

Providing complete information helps us process your request efficiently.

4. Order Cancellation

Orders may be cancelled only before procurement, manufacturing, or shipment has commenced. Once an order has entered production or dispatch, cancellation requests may not be accepted due to operational and regulatory requirements.

Refund Process

Once your request is received, our Customer Support and Quality Assurance teams will review the details and verify the information provided. If the request is approved, we may offer:

A replacement product
A refund, where applicable
Another mutually agreed resolution based on the nature of the issue

Approved refunds are generally processed within 7–14 business days, depending on the payment method and applicable banking procedures.

Our Commitment

At Sidmex Inovia Pvt. Ltd., we value the trust our customers place in us. We are committed to addressing genuine concerns promptly, fairly, and transparently while maintaining the highest standards of pharmaceutical quality, safety, and regulatory compliance.

For any questions regarding this Refund Policy or to submit a refund request, please contact us through the details provided on our Contact Us page.