Frequently Asked Questions
About PharmEasy
About PharmEasy
All your queries on PharmEasy and what we do
All your queries on ordering medicines and prescriptions
Health & Wellness Products
Health & Wellness Products
All your queries on ordering health and wellness products
Diagnostic Tests
Diagnostic Tests
All your queries on scheduling diagnostics tests / packages
Medicine Refill
Medicine Refill
How to get your medicines every month or in 15 days
Returns Policy
Returns Policy
How to return medicines and healthcare products
About PharmEasy
What is PharmEasy?
PharmEasy is - Pharmacy made Easy. We are a Lead Generating Platform that uses the best in Mobile, App and Web Technology to make sure that you get access to the best and most genuine health products, with the highest savings in the shortest time possible. We believe that everyone should have access to good health, and that technology has a huge role to play in it.
Is PharmEasy a pharmacy?
No, PharmEasy is only a Lead Generation Platform. Simply put, we are just a platform that connects you to your local pharmacy or registered vendor for the services you have opted for.
So, how will I get my medicines?
The prescription that you provide to us is passed on to a pharmacy in your vicinity. The sale of medicines is governed by various laws, which necessitate that the sale be carried on only by a pharmacy having a valid license, under the supervision of a pharmacist on the basis of a valid prescription by a registered medical practitioner. Hence, as per these laws - your prescription is passed on the local pharmacy, who will verify its authenticity, and based on the same - provide medicines to you.
Do you deliver medicines in emergency situations?
The network and pharmacies for whom we act as lead generation platforms, take pride in our quick service times, PharmEasy is NOT to be used in emergency situations. Please visit your nearest hospital or call on 108 for Emergency Medical Services.
Why do I need a prescription to get medicines on PharmEasy?
Sale of drugs is covered under various laws. Government of India has mandated compulsory prescription for certain medicines. While some pharmacies might entertain your orders without prescription, we do not let the pharmacies in our network entertain orders without prescriptions, and all lead generations are only on the basis of a valid prescription. This ensures you receive the correct medication.
What is an ideal prescription?
An ideal prescription should at least have the following things clearly visible:1. Doctor's Details (Name / Degree / Registration Number) 2. Patients Name 3. Date of Prescription 4. Dosage of Medicines 5. Doctor's Signature Please note that this is only for guidance and doesn't guarantee the delivery of medicine.The final decision on accepting or rejecting a prescription will be taken by our partner pharmacy who has the legal license to do so.
If I upload a prescription, will my order be confirmed immediately?
No, merely uploading a prescription does not mean confirmation of your order. As a lead generation platform, we only connect you to the pharmacy - which may after due verification of credentials and your prescription - confirm your order. As a further addition in the process for fulfillment, our partner retailer would require your original prescription for validation and verification. The same would be returned at the time of delivery of products ordered. You are requested to view the terms and conditions of use available for viewing on this site, which clearly state PharmEasy is a lead generation platform - and it does not intend to sell, purchase, store or distribute any pharma product - and nor does any communication contained here constitute a legal offer for sale.
Can I just buy another substitute medicine on my prescriptions?
Yes, you can buy other substitutes if your prescription lists the salt names instead of a brand name. In fact, you must engage with the pharmacy, and seek counsel of the pharmacist who will call you to help you better understand your medication. You can always encourage your doctor to write salts name on your prescription instead of a specific brand name.
Can I get a different dosage other than what is mentioned in the Prescription?
No, Medicines will be provided as per prescription. Quantity of medicines provided will be not more than that mentioned on the prescription. Self prescribed medicines will not be provided.
Where can I check my order status?
You will receive regular SMS & Emails about your order. You can also track your order from your order history section. If there is any delay or change in your order, our customer care will call and inform you.
What is PharmEasy's cancellation policy?
PharmaEasy is a Lead Generation Platform and the actual invoicing, sale, dispensation and delivery of medicines is done by a registered pharmacy in your vicinity. As part of the general guidelines provided by these pharmacies - You can cancel your order till they ship it. Orders once shipped cannot be cancelled.
How do I know the medicines delivered are authentic?
While we take the utmost care in selecting our channel partners, the product is being supplied directly by the vendors associated with the Company and the Vendor concerned shall solely be responsible for the authenticity and genuineness of the product so ordered. Please check your products before accepting them. Having said this, we have put all our vendors through rigorous checks and periodically audit their activities to ensure that you always get the very best!
Where does PharmEasy obtain the information on medicines?
We have tied up with many pharmacies, who have multiple qualified pharmacists onboard who scan thousands of products to provide you the relevant and useful information about your medicines. We periodically review and update the information you use. Please read our Terms & conditions to understand your responsibilities and liabilities.
Which Medicines do we not deliver?
We do not deliver medicines like Schedule X Drugs, Narcotic Drugs and Drugs which are banned by the FDA.
Health & Wellness Products
How can I order healthcare products?
You can order healthcare products by selecting the tile ‘healthcare products’ in the homepage of the app or searching for the product from the search bar on home page
How can I get my order delivered faster?
Sorry, currently we do not have any service available to expedite the order delivery. In future, if we are offering such service and your area pincode is serviceable, you will receive a communication from us
Can I use money in PharmEasy wallet for ordering healthcare products?
No, money in PharmEasy wallet cannot be used while making payment for healthcare products. It can only be used for orders with prescribed medicines.
Do I need to upload a prescription for ordering healthcare products?
No. Prescription is not required for ordering healthcare products
Are there any shipping charges for healthcare products?
We will charge a shipping amount of Rs. 29 for orders worth less than Rs. 300; otherwise delivery will be free of cost.
How do I know the healthcare products delivered are authentic?
While we take the utmost care in selecting our channel partners, the product is being procured directly from the manufacturers/ distributors. Apart from this, every product is checked internally (sealing, manufacturing and expiry date) before shipment is dispatched. Product manufacturing and expiry detail is available on every product. Please check your products before accepting them.
How do I check the status of my order?
You can track your order from ‘Your order’ tile in the PharmEasy app.
How are orders placed on PharmEasy delivered to me?
All orders placed on PharmEasy are dispatched through our partner logistics service.
Does PharmEasy deliver healthcare products outside India?
No. PharmEasy delivers healthcare products only within India.
I just cancelled my order. When will I receive my refund?
Refund will be processed into your account from which you made the payment within 7-10 business days.
How can I pay for my order at PharmEasy?
We support the following payment options: 1. Credit Card 2. Debit Card 3. Net banking 4. Digital Wallets 5. Cash On Delivery 6. Card swipe at the time of delivery 7. UPI
How do I apply a coupon on my order?
Coupon codes are currently not applicable on Healthcare products.
Are there any other hidden charges?
No. There are no hidden charges.
What are your hours of operation?
Customer support is available everyday, 09:00 am to 9:00 pm IST. Our app is operational 24 hours a day, 7 days a week.
Diagnostic Tests
I can now see diagnostics as a separate tab on the app!! Does it mean that I can get my tests done through PharmEasy?
Yes!! You are absolutely right. We realised in the last few months of operation that simplifying the process of getting medicines at home at discounted prices was only a job half done. We understand how difficult it is for patients to go to a lab, give samples and then revisit to collect results. Hence we decided to bring diagnostics right at your doorstep. Few more surprises coming your way in the near future.
So how does this work?
Its as simple as it sounds. You send us your diagnostic requirements through a photograph of your presciption or by selecting the tests from a drop-down list from our app - choose a time and date slot as per your convenience and thats it! Your work ends here. Our 'happy health' agent will visit your residence/designated address at the desired time and place - collect your samples - get them processed at our partner labs - send you a mail of your test results on the same day (For most tests - for few tests it may take more time) and a hard copy through our partner courier the next day.
I am not quite clear yet. Who will collect it? Where will it be processed. Are these labs owned by 'PharmEasy'?
No. We do not own any labs. We have tied up with renowned, accredited labs in your locality. All of these labs have been around for more than 10 years and are accredited by NABL (India Accreditation, given by Dept of Science and Technology, GOI) or QCI (Quality council of India). The sample collection is done by experienced, qualified blood collection agents who are our 'On field' partners.
Will I be needing a presciption for ordering any tests?
No. Unlike pharmacy there is no regulation which mandates presence of a prescription inorder to get the tests done. However if you cannot read/understand the tests ordered by your doctor, send us the photograph, we will process the tests mentioned in the prescription.
So what is the service charge for the home visit?
None. We do not charge any service charge for the home visit. This is how diagnostic tests should have been done in the first place - from the comfort of the patients home.We believe that patients get diagnostic tests done when they are not well and in pain. At such times to ask the patient to visit any centre is the biggest difficulty. Hence we operate only through home visits and do not charge any fee towards it.
Are you offering any discounts?
For us the health and well being of our patients is of utmost importance along with quality. We have managed to bring down the prices through our partner labs and we will transfer the benefit to the patients. All our tests will be charged anywhere between 40-60% lesser than the market prices.
How will I know whether I need to eat or fast before test etc.?
Before visiting your home our experts will call you and confirm what condition you need be in before giving sample. You don't need to worry. We are there for you!
Is it safe to carry samples from my home to lab?
Yes it is absolutely safe and for extra care our 'Happy health' agents have been provided with Ice bags to prevent any sort of contamination of your sample.
What about safety standards?
At 'PharmEasy' we maintain the highest safety standards. Right from Quality of collection material (FDA Approved) from Becton Dickinson and disposables like needles, syringes, protective gear, gloves, alcohol swabs etc.; Standard Operating Procedures for sample collection & transportation as per OSHA (Occupational Safety and Health Administration) and CLSI (Clinical and Laboratory Standards Institute).
What about personal safety? The agent will visit my home right?
All our agents are registered with us and their complete details like residence proof, photo id proof as well as educational qualifications are checked before hiring them. They undergo a stringent traning process before they are sent on visits - the training programme includes a technical education training (About machines and methods as well as procedures) as well as a soft skills training.
How do you manage your revenues and costs with this cost structure?
We are targeting bulk schemes from partner labs, hence can reduce our costs by such a huge number as compared to other labs without compromsing on the quality.
Can I access my test results anytime later?
By getting diagnostic testing done through our app - all your test results will be available on the portal for quick reference as well as during a consult with any doctor.
Where can I check my order status?
You will receive regular SMS & Emails about your order. You can also track your order from your order history section. If there is any delay or change in your order, our customer care will call and inform you.
What if my test is not there on the list provided by you?
No problem.Although we have quite an exahustive set of tests it might be possible that your test is not there. In this case you can call on our customer care number or even inform our 'Happy Health' agent when he visits your place and we will surely help you out.
Medicine Refill
Why should I have a medicine Refill?
If you require medicines for prolonged duration, Refill is just made for you! With Refills, forget keeping track of medicines & placing orders frequently.
Just place an order, adhere to your dose and let us know the interval for your medicine requirement! Trust us with the rest.
How do I create a Refill?
You can create a Refill from 'Auto Refill' section on app.
If you have been ordering a set of medicines regularly, you can ask our representative on an order confirmation call to create a refill for those medicines.
Does Refill require a fee?
No way! Subscribing to Refills is absolutely free, and the benefits are many!.
What if I miss my notification for Refill order?
We send you three notifications much in advance of your Refill cycle. If you happen to miss all of them you can go to ‘Auto Refills’ section of app and confirm medicines. Else our representative calls and confirms your medicine.
Can I change the scheduled delivery date for Refill?
Have excess medicines, or running out of them? Now that’s super easy to manage! Go to ‘Auto Refills’, choose the refill you want to edit and edit the delivery date as per your ease.
Can refill interval be modified?
A big Yes! Got to 'Auto Refills', choose the Refill you want to edit, and select the new interval.
Can I add a new medicine to my Refill?
Doctor changed your medicines? No worries! Please select ‘Call to confirm’ while confirming your Refill medicines through notification. On the confirmation call, ask the representative to add your new medicine to your existing Refill.
Can I alter the medicine quantity of my Refill?
Yes! In fact, when you click on Refill notification, you get to choose the quantity of medicine you require. You may do that on the confirmation call as well.
Can I skip my Refill delivery?
You very well can. Travelling this month? Just click on ‘Skip your next delivery’ from ‘Auto Refills’ section on the app.
Can I cancel my Refill?
Have a new prescription now? To cancel you existing Refill, go to ‘Auto Refills’ section on app, & select 'Cancel Refill'
What should I do if my Refill is on Hold?
If your Refill is on hold, it means we tried reaching you to confirm your order but could not. Please go to 'Auto Refill' section on app, choose the delivery date and your refill will start working as per the cycle again. Easy!
What should I do if my Refill prescription is about to expire?
If you have a new prescription, you can cancel the existing refill and create a new one on app. An easy way would be to avail our free doctor consultation & get your Refill created.
Returns Policy
What is PharmEasy's Return policy for Medicines? How does it work?
PharmEasy's return policy gives you an option to return the medicines purchased via PharmEasy within 30 days of receipt of the medicines. Copy of the invoice/bill from our partner retailers will be verified at the time of collection of returned medicines. After verification we will return the amount, equivalent to the amount paid for the returned medicine(s) at the time of purchase, to your PharmEasy Wallet. Amount in your PharmEasy Wallet can be used for your future purchases from PharmEasy. To check your Wallet balance, go to Accounts -> Pharmeasy Wallet in the app.
How can I return medicines?
Call our customer care at 07666-100-300 and provide your order ID.
Can I return any medicine?
Medicines which have been opened, partially used or disfigured are not eligible for returns. Also, Medicines which need refrigeration cannot be returned once delivered. Please check the package carefully at the time of delivery
What is the return policy for Healthcare products?
Healthcare products can be returned within 7 days from the date of delivery. Food items are non returnable and non refundable if seal is broken
How long would it take me to receive the refund of the returned product?
Once your returns request has been accepted, the product is picked up and returned to our partner retailer. Once the returned product/s have been received and verified by our partner retailer, they will initiate a request to transfer the discounted value of the returned product/s to your PharmEasy Account Wallet.
Does PharmEasy pick up the product I want to return from my location?
Yes. Our hassle free return policy allows easy return of the products. We will pick up the return within 4 - 7 days from the request placement date. Please keep the return shipment ready.
Why did the pick up of my product fail?
Our logistics team makes three attempts to pick up the item. If the item is not picked up in the third attempt, it will be assumed that the customer wants to keep the product. You can initiate a new return request, if item meets the return criteria. For more details, please write to us at care@PharmEasy.in or call our customer support team.
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Easy Return
30-days return policy for medicines and 7-days for Health-Care items. Refer FAQ for more details.
PharmEasy is - Pharmacy made Easy. We are one of the largest pharmacy aggregators in India. We help patients connect with local pharmacy stores and diagnostic centres in order to fulfil their extensive medical needs. We believe that everyone should have access to good health. Thus, through our services we ensure you get access to the best and most genuine health products, with the highest savings in the shortest time possible.
We deliver medicines in Mumbai (including Thane and Navi Mumbai), Delhi, Noida, Gurgaon, Kolkata, Pune, Bengaluru, Jaipur and Ahmedabad. Diagnostic tests are available in Mumbai (including Thane and Navi Mumbai), Delhi, Kolkata, Pune, Bangalore and Ahmedabad.
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