1. Introduction
At Dicopharm, we aim to provide a reliable and convenient online shopping experience for dental professionals, clinics, hospitals, dental laboratories, and other eligible customers.
This Refund Policy explains the circumstances under which refunds may be issued for purchases made through Dicopharm.in.
We understand that issues such as incorrect deliveries, damaged products, missing items, payment failures, or order cancellations may occasionally occur. Our team will review such cases and provide an appropriate resolution in accordance with this policy and applicable Indian law.
By placing an order through our Website, you acknowledge this policy, subject to your statutory rights.
2. Eligibility for Refunds
A refund may be considered in the following circumstances:
- Order cancellation: An eligible order is successfully cancelled before dispatch, or cancellation is otherwise permitted.
- Damaged products: A product arrives visibly damaged or is found to have been damaged during transit.
- Incorrect products: You receive a product different from the product ordered.
- Missing items: One or more products paid for are missing from the delivered shipment.
- Defective products: A product is confirmed to have a manufacturing defect or other qualifying issue.
- Material product discrepancy: The product received materially differs from its description or specifications on the Website.
- Unfulfilled orders: We are unable to supply an order after payment has been collected.
- Payment issues: A payment is deducted but the transaction fails or the order is not successfully processed.
- Other legally required circumstances: A refund or another remedy is required under applicable law.
Each request will be assessed according to the nature of the issue, supporting information, applicable product conditions, and relevant legal requirements.
3. Products That May Not Be Eligible for Return
Certain dental supplies require special handling because of hygiene, sterility, storage, expiry, contamination, or regulatory considerations.
Subject to applicable law, the following products may be restricted from return when opened, used, unsealed, or improperly stored:
- Sterile dental products and consumables.
- Opened or used dental materials.
- Products with broken tamper-evident seals.
- Temperature-sensitive or specially stored products.
- Products with compromised packaging or possible contamination after delivery.
- Products supplied under a clearly disclosed customized or special-order arrangement.
These restrictions are intended to protect product integrity and patient safety. They do not automatically exclude a refund, replacement, or other remedy where the product is defective, incorrect, damaged on arrival, misdescribed, or otherwise eligible under applicable law.
Please contact us before returning any product that may be subject to special storage or handling requirements.
4. Reporting Damaged, Incorrect or Missing Products
If you receive a damaged product, an incorrect item, or an incomplete order, please contact our customer support team as soon as reasonably possible after delivery.
To help us investigate, please provide:
- Your order number.
- Your registered name and contact number.
- A description of the issue.
- Clear photographs or videos of the product and packaging, where available.
- Shipping label or parcel photographs, where relevant.
- Batch number, expiry date, or other product identification details, where applicable.
Please retain the original packaging and affected product until our team provides further instructions.
We may request reasonable additional information to verify the issue and determine the appropriate resolution.
A reporting deadline communicated by our team will help us investigate shipping-related issues promptly. However, no such deadline will remove any rights or remedies that cannot lawfully be excluded.
5. Order Cancellation and Refunds
If you wish to cancel an order, contact us as soon as possible with your order number.
Before dispatch
Orders that have not yet been processed or dispatched may be eligible for cancellation. If cancellation is approved and payment has been received, the eligible amount will be refunded.
After dispatch
Once an order has been dispatched, cancellation may no longer be possible through the standard cancellation process. The request may instead be assessed under our applicable return and refund conditions.
Orders that cannot be fulfilled
If Dicopharm cancels an order or is unable to supply a product after accepting payment, the applicable amount collected for the unfulfilled order will be refunded, subject to applicable law.
6. Refunds for Payment Failures
If money is deducted from your bank account, card, or UPI account but your order is not successfully placed or processed, please contact us with the transaction reference and relevant payment details.
We will review the transaction and coordinate with the payment service provider where necessary.
Depending on the payment method and banking system, the amount may be automatically reversed or may require further investigation.
Please do not share your UPI PIN, banking password, card security code, or one-time password with our support team.
7. Refund Approval Process
Once a refund request is received, our team may:
- Verify the order and payment details.
- Review the reason for the refund request.
- Request photographs, product details, or other reasonable supporting information.
- Determine whether a return, inspection, replacement, refund, or another appropriate resolution is required.
- Inform you of the outcome and the next steps.
Where a product return is necessary, our team will provide return instructions and clarify any applicable arrangements for return shipping.
Please do not send products to an address that has not been confirmed by our team.
Refund requests will be handled fairly and in accordance with applicable law.
8. Refund Processing Time
Once a refund is approved, Dicopharm will initiate the refund within [insert your actual processing timeline], subject to applicable law and the circumstances of the transaction.
The time required for the amount to appear in your account may vary depending on the payment gateway, bank, card issuer, or payment method.
If your refund has not been credited within the communicated timeframe, please contact our support team with your order number and refund reference, if available.
We will assist you in checking the status of the transaction.
9. Refund Method
Where possible, approved refunds will be issued to the original payment method used for the purchase.
Depending on the circumstances and applicable law, an alternative refund method may be arranged with your agreement where appropriate.
For cash-on-delivery orders, we may request the bank account or other payment details reasonably necessary to process the refund securely.
Dicopharm will not request sensitive banking credentials, UPI PINs, or OTPs to issue a refund.
10. Shipping Charges and Return Costs
The treatment of shipping and return charges depends on the reason for the return and applicable law.
- Incorrect, damaged, defective, or incomplete orders: Where the issue is attributable to Dicopharm or otherwise requires a remedy under applicable law, reasonable return or replacement costs will be handled appropriately.
- Customer-requested cancellations: Any treatment of shipping charges will depend on the order status, disclosed terms, and applicable law.
- Other eligible returns: Return shipping arrangements and charges will be communicated before the return is initiated.
Any deduction from a refund must be lawful, properly disclosed where required, and consistent with the circumstances of the order.
11. Replacement or Refund
Depending on the issue and your applicable rights, Dicopharm may offer a replacement, refund, correction of the order, or another appropriate remedy.
For example, a replacement may be suitable when the wrong product was delivered or a qualifying product arrived damaged.
If a replacement is unavailable, cannot reasonably be supplied, or is not an appropriate remedy, a refund or another legally required resolution may be provided.
No provision in this policy requires a customer to accept store credit or a replacement where applicable law entitles the customer to a different remedy.
12. Promotional Offers and Discounts
For orders purchased using coupons, promotional codes, discounts, or bundled offers, refunds will be calculated based on the amount actually paid and the circumstances of the refund.
Where only part of an order is refunded, the applicable discount allocation and refund amount will be determined fairly and in accordance with the disclosed offer terms and applicable law.
Promotional discounts will not be converted into cash unless expressly stated or legally required.
13. Product Quality and Safety
Dental products must be handled, stored, and used according to the manufacturer’s instructions and applicable safety requirements.
Please check the product, packaging, batch information, and expiry date where applicable upon receipt.
Do not use a product if it appears damaged, contaminated, expired, improperly stored, or otherwise unsafe.
Contact Dicopharm if you identify a product quality issue. We may request relevant information to investigate the matter and coordinate with the manufacturer or supplier when necessary.
Nothing in this section limits remedies available under applicable law.
14. Fraudulent or Misleading Claims
Dicopharm may investigate refund requests where there are reasonable grounds to suspect fraud, duplicate claims, unauthorized transactions, or materially inaccurate information.
We may request reasonable evidence to assess a claim and take action permitted by law.
A refund request will not be rejected solely because a customer raises a legitimate complaint or exercises a legal right.
15. Changes to This Refund Policy
Dicopharm may update this Refund Policy to reflect changes in our operations, products, payment systems, or applicable legal requirements.
The updated version will be published on this page with a revised “Last Updated” date.
Changes will apply in accordance with applicable law and will not remove rights or remedies that have already accrued or cannot lawfully be excluded.
16. Contact Us
For refund requests, cancellations, damaged deliveries, incorrect products, payment issues, or other order-related concerns, please contact our customer support team.
DICOPHARM Customer Support
- Website: https://dicopharm.in
- Email: dicopharm@gmail.com
- Phone/WhatsApp: +91 883 861 0103
- Business Address: #215, FIRST FLOOR, THILLAI NAGAR,
GANDHI NAGAR POST, NLC ARCH GATE,
NEYVELI – 607308, CUDDALORE DT, TAMIL NADU
Please include your order number and a clear description of the issue so that we can assist you efficiently.
We appreciate your trust in Dicopharm and are committed to resolving genuine order and product issues fairly.
DICOPHARM — Your Dental Supplies Partner.