This Medicine Delivery and Cancellation Policy (“Policy”) is an electronic record under the Information Technology Act, 2000, and the applicable rules. It is generated electronically and does not require physical or digital signatures.
This Policy is published in accordance with Rule 3(1) of the Information Technology (Intermediaries Guidelines and Digital Media Ethics Code) Rules, 2021.
Sunway Pharmacy (“we”, “us”, “our”) provides services to all individuals accessing or using our licensed pharmacy stores or digital platforms, including our website, WhatsApp ordering system, or any online interface (“Sunway Platform”). By using the Sunway Platform, you (“you”, “your”, “User”) agree to this Policy, our Terms & Conditions, and our Privacy Policy.
The Sunway Platform facilitates online purchase of prescription medicines, over-the-counter products, medical devices, and other healthcare items dispensed through Sunway Pharmacy’s licensed premises.
1. IMPORTANT INSTRUCTIONS
a. A valid prescription from a Registered Medical Practitioner (RMP) is mandatory for all prescription medicine orders.
b. You must upload or share a clear scanned copy of the prescription during order placement.
c. You may be required to display the original prescription at the time of delivery or pickup.
d. Orders cannot be processed without a valid and readable prescription.
e. Sunway Pharmacy reserves the right to reject or cancel orders if the prescription:
- is invalid, expired, tampered, or unclear,
- does not match the patient details,
- requires clarification from the doctor.
2. STANDARD DELIVERY TIME
a. Sunway Pharmacy aims to deliver orders within the estimated timeline communicated during order confirmation. Delivery is strictly on a best-effort basis, and actual timelines may vary due to factors including but not limited to:
- product unavailability/stock shortages
- prescription verification delays
- manpower shortages
- operational disruptions
- strikes, lockouts, or regulatory restrictions
- rider unavailability
- traffic conditions or weather issues
- delays caused by courier partners
-
technical or system issues
force majeure events
b. Sunway Pharmacy does not guarantee exact delivery times and is not liable for delays arising from the factors above.
c. Delivery charges, packaging charges, and any additional fees (if applicable) are communicated before order confirmation.
d. International delivery is not available. Orders may be placed globally, but delivery is restricted to addresses within India.
3. DELIVERY CONDITIONS & RESPONSIBILITY
a. The customer must provide accurate delivery details including name, address, and phone number.
b. Delivery may fail if:
- the customer is unavailable at the address,
- access restrictions exist,
- incorrect or incomplete details are provided.
c. Our delivery partner will attempt delivery up to two times. Reattempts may be chargeable.
d. Customers are advised to check package condition at delivery and not accept tampered or damaged parcels.
e. Once the parcel is handed over to the courier or delivery partner, Sunway Pharmacy is not responsible for loss, theft, delay, or damage occurring in transit.
f. In case of damaged or incorrect items, customers must notify Sunway Pharmacy immediately for return assistance as per the Return & Refund Policy.
4. CANCELLATION BY SUNWAY PHARMACY
Sunway Pharmacy reserves the right to refuse or cancel any order at its sole discretion. Orders may be cancelled due to:
- product unavailability
- limitations on quantities
- pricing/information errors
- prescription-related issues
- failure to complete verification
- suspected fraudulent activity
- operational or logistics constraints
If your order is cancelled after payment, the amount will be reversed to your original payment method as per our Refund Policy.
Sunway Pharmacy may contact you for additional information before accepting an order.
5. CANCELLATION BY THE USER
a. You may cancel your order only if it has not been shipped or packed for dispatch.
b. Once an order has been shipped, it cannot be cancelled.
c. In such cases, you may refer to our Return & Refund Policy for eligibility.
d. Refunds (where applicable) will be processed after evaluation.
e. The User agrees not to dispute Sunway Pharmacy’s final decision regarding cancellations within the scope of this Policy.
6. FORCE MAJEURE
Sunway Pharmacy is not liable for any delay, failure, or inability to deliver due to circumstances beyond reasonable control, including but not limited to natural disasters, pandemics, government restrictions, civil unrest, accidents, and system failures.
7. CUSTOMER SUPPORT
For delivery or cancellation-related queries, please contact:
📞 Sunway Pharmacy Support: +91 91502 67773
📧 Email: support@sunwaypharmacy.in