Return & Refund Policy
Clear, transparent guidelines regarding order cancellations, refund settlements, card processing fees, and pharmaceutical safety standards across Pakistan.
1. Platform Model & Authenticity Commitment
Effective date: September 2026
At Medikart, we are committed to delivering 100% authentic, tamper-evident, and properly handled medications to every patient. Medikart functions as a technology service platform connecting consumers with licensed, certified retail partner pharmacies in Pakistan. Medikart is not a direct medicine manufacturer or primary warehouse supplier.
All prescription reviews, dispensing, packaging, and dispatching are executed by qualified registered pharmacists in compliance with applicable medicine handling regulations. Because pharmaceutical products directly impact human health and patient safety, strict statutory guidelines govern medicine returns and cancellations as detailed below.
2. Order Cancellation Rules
Pre-dispatch vs. post-dispatch conditions
Customers may cancel an unfulfilled order before it is dispatched by our partner pharmacy. Once a cancellation request is accepted before fulfillment, the eligible refund is calculated based on our standard transaction terms.
If an order is cancelled after dispatch or once out for delivery, the customer is responsible for paying any applicable delivery charges already incurred for that order.
A non-refundable Medikart service/store fee of Rs. 10 applies to every order and will NOT be refunded in the event of cancellation, regardless of payment method.
3. Card & Online Payment (CC) Cancellations & Gateway Settlement
Online debit/credit card gateway terms & refund timeline
If an order paid via credit/debit card (CC) is cancelled by the customer, applicable card payment transaction tax/charges will still apply and are non-refundable, in addition to the non-refundable Rs. 10 Medikart store fee.
🧮 Net Refund Calculation Formula:
Payment Gateway Merchant Settlement Window
Refunds for the remaining eligible amount are processed back to the original payment method. Card payment settlements and refund reversals are processed with a standard merchant turnaround of 2 business days.
4. Guest Checkout Orders
Equal terms for non-registered users
Medikart fully supports quick guest checkout without mandatory account registration. These same cancellation, non-refundable fee deductions, and refund terms apply equally to guest orders. To request a cancellation or refund for a guest order, simply provide your active phone number and Order ID to our support desk.
5. Medicine Return Eligibility & Safety Guidelines
Pharmacy standards & patient safety restrictions
Due to the clinical nature of pharmaceutical products (including temperature sensitivity, sterility, and tamper risk), medicines and clinical goods are strictly non-returnable once delivered and unsealed, EXCEPT under the following verifiable conditions:
In strict compliance with national drug laws and pharmacy regulations, Medikart does not dispense or deliver controlled narcotics, habit-forming psychotropics, or restricted Schedule X substances online. For orders requiring prescription verification, if a valid doctor's prescription is not supplied upon request, the scheduled items will be voided before dispatch.
6. How to Request a Cancellation or Refund
Step-by-step assistance from our clinical care team
Contact Support Promptly
Reach out via our WhatsApp helpline, direct phone, or through the Contact Page.
Provide Order Details
Quote your Order ID, registered phone number, and brief description (attach photos if claiming damage).
Review & Settlement
Our support desk verifies dispatch status and submits the refund via the secure merchant gateway within 2 business days.
Still Have Questions?
Explore our comprehensive FAQ repository or connect directly with our 24/7 customer care team.