Returns, Refunds & Order Issues
When something goes wrong, start with the facts.
Medicines are different from ordinary retail goods. Because of safety, storage, tampering and regulatory considerations, returns and refunds must be reviewed case by case. Cureiva focuses first on understanding what happened and what evidence is available.
Common order issues we can review
Send the order or shipment details and the specific issue. The next step depends on what actually happened.
Damaged parcel or product
We review photographs of the outer parcel, internal packaging and medicine to understand whether the issue occurred in transit or before dispatch.
Wrong medicine or quantity
If the supplied medicine, strength or quantity does not match the confirmed order, send clear product photographs and the order details for review.
Delivery or tracking problem
Unexpected delays, failed delivery, return-to-sender or unusual tracking events are reviewed against the carrier and destination status.
Customs return or refusal
If customs or a carrier returns or refuses the shipment, the reason shown on the notice is important before any resolution can be considered.
Temperature or storage concern
If a product arrives with an apparent temperature, leakage or storage issue, do not use it until the concern has been reviewed appropriately.
Product authenticity concern
Batch, pack, manufacturer and label information can be reviewed through our Quality & Authenticity process.
Why medicines usually cannot be returned like ordinary retail goods
Once a medicine leaves the controlled supply chain, its storage, handling and tamper status may no longer be verifiable. For that reason, a returned medicine may not be suitable for resale or re-dispensing even if the pack appears unopened.
Typical reasons a physical return may be restricted
- Storage conditions cannot be independently verified
- Temperature exposure may be unknown
- Tamper integrity may be uncertain
- Prescription or regulatory controls may apply
- Cross-border return shipping may itself be restricted
What can still be reviewed
- Whether Cureiva supplied the wrong item
- Whether the parcel was damaged in transit
- Whether the shipment was returned before delivery
- Whether product condition is inconsistent with dispatch records
- Whether another case-specific resolution is appropriate
What to send when reporting an issue
The more clearly the problem is documented, the faster the case can be understood.
Order details
Provide the order reference, medicine name, quantity and destination.
Photos or notice
Send clear photos of the parcel, product, damage, label or customs/carrier notice.
Tracking details
Include the tracking number and current shipment status where applicable.
Do not discard evidence
Keep the packaging, medicine and documentation until the case review is complete.
How different situations are handled
No single resolution applies to every order issue.
Wrong item supplied
The confirmed quotation/order is compared with the supplied product before an appropriate correction is discussed.
Damaged in transit
Photographs and carrier information are reviewed to determine the extent and likely cause of the damage.
Returned by customs
The return reason, destination rules and condition of the returned shipment are reviewed before next steps are considered.
Customer changed their mind
Medicines generally cannot be treated like ordinary returnable retail goods once supplied because safety and handling integrity may no longer be verifiable.
If your parcel has not arrived
A delayed parcel is not automatically a lost parcel. First check the shipment status and the latest carrier or customs event.
Tracking still moving
Allow the shipment to continue through the carrier network unless the tracking indicates an action is required.
No tracking update
Send the tracking number so the most recent status can be reviewed. International scans can pause between export and destination processing.
Carrier requests action
Respond promptly to address, identity or customs-document requests and send us the notice if medicine-related information is required.
Quality concerns after delivery
Do not rely on packaging appearance alone when assessing authenticity or product quality.
Keep the original packaging
Batch, expiry, manufacturer and label information can be important for verification.
Do not use a visibly compromised product
If there is leakage, broken seals, major damage or an obvious storage concern, seek appropriate professional guidance before use.
Request verification
Use our quality process for batch, manufacturer or documentation questions.
Have an order or delivery problem?
Send the order reference, medicine name, tracking number and clear evidence of the issue. We will review the specific case rather than giving a generic answer.
Email: enquiry@cureivahealthcare.com
WhatsApp / Phone: +91 83870 99999
Location: Jaipur, India
Report an issue
Include photos, tracking information and any customs or carrier notice that relates to the problem.
Frequently asked questions
Common questions about medicine returns, refunds and shipment problems.
Can I return medicine because I changed my mind?
Medicines are generally not handled like ordinary retail returns because storage and tamper integrity may no longer be verifiable once supplied. Contact Cureiva before attempting any return.
What if I received the wrong medicine?
Send the order reference and clear photos of the product, strength, pack and quantity. The supplied item can then be compared with the confirmed order.
What if the parcel arrives damaged?
Photograph the parcel before discarding anything, then photograph the product and internal packaging. Send those images with the tracking and order details.
What happens if customs returns the parcel?
The return reason and shipment condition need to be reviewed first. A customs return does not automatically lead to one fixed outcome because the cause can differ by country and case.
Can I send the medicine back myself?
Do not send medicines back without instructions. Cross-border return shipping may be restricted and can create additional customs or handling issues.
Are refunds automatic for delayed delivery?
No. A delay can result from carrier movement, customs or other circumstances. The shipment status and facts of the case should be reviewed before any resolution is discussed.
Returns and resolution notice: This page explains Cureiva Healthcare’s case-review approach and does not promise a specific refund, replacement or return outcome. The appropriate resolution depends on the product, order confirmation, shipment status, destination, evidence supplied and applicable medicine-handling or regulatory requirements.