At Sanjeevi Pharma, we strive to provide our customers with a smooth and transparent shopping experience. This Shipping, Return and Refund Policy outlines important terms and conditions on the basis of which we, Sanjeevi Pharma (collectively referred to as the “Sanjeevi Pharma”, or “Company”, or “we”, or “us”, or “our”), we will process shipping, return and exchange for transactions carried on through your use of our mobile application/ website __ www.sanjeevipharma.com ___(collectively referred to as “Sanjeevi Pharma Platform”) while purchasing and/or availing the products/ services (detailed on the website/ mobile application) made available to you on the Sanjeevi Pharma Platform (the “Products/ Services”). Sanjeevi Pharma may assign, transfer, and sub-contract its rights and/ or obligations under this Shipping, Return, and Exchange Policy to any third party (“Logistic Partner”), at its sole discretion, and you shall continue to be bound by this Shipping, Return, and Exchange Policy in the event of such assignment or transfer. Acceptance of this Shipping, Return, and Exchange Policy will be deemed to be a sufficient notice to you or anyone who agrees to use the aforesaid Sanjeevi Pharma Platform.
SHIPPING COVERAGE
We currently deliver products across India and to select international locations. Our shipping services are facilitated through a third-party logistics provider, and deliveries are subject to the serviceability at the shipping address of the customers, by the said third party. Deliveries to rural or remote areas, which fall outside the said third party’s standard coverage, may attract additional charges. These additional charges, if applicable, will be reflected at the time of checkout based on the delivery pin code entered by the customer.
ORDER PROCESSING AND DISPATCH
Orders placed on our platform are typically processed and dispatched within 24 to 48 hours from the time of confirmation. Please note that this processing time excludes weekends and public holidays, and means to include without limitation, the time for order verification, packing, and preparation for dispatch, and further, is extendable in case of increased order volumes. Once an order is dispatched, customers will receive an email notification from Sanjeevi Pharma containing the tracking number and shipment details.
SHIPPING CHARGES AND PROMOTIONS
Shipping charges are calculated based on the total weight of your order and the applicable delivery zone. Our delivery zones are categorized as Intracity, Intraregional, Metro, Rest of India (ROI), and North East/Jammu & Kashmir (NE/JK). The shipments are fulfilled our Logistic Partner and may attract additional surcharges depending on regional accessibility and other logistical factors, including but not limited to rising fuel and transit costs. Sanjeevi Pharma does not currently offer flat-rate shipping; instead, all shipping fees are subject to real-time carrier rates and may change without prior notice.
Free shipping may be offered as part of a promotional campaign and will only apply when your order meets specific eligibility criteria, which will be clearly mentioned at checkout when such an offer is active and applicable.
DELIVERY TIMELINES
Standard delivery timelines range between 3 to 7 business days after the order has been processed and dispatched. Please note that the timeline for delivery starts from the date the order is shipped, not from the date it is placed. The delivery timelines may vary subject to the location of the delivery and may be extended in cases of remote or rural areas such as NE/JK, or other location which may be designated as “out-of-coverage” zones by our Logistic Partner. Please note that all delivery timelines are estimates only and are not guaranteed. Delays due to extreme weather conditions, regulatory clearances, strikes, lock downs, third-party carrier issues or due to any unforeseen circumstances or incidents, are beyond our control. In such cases and in the event of a significant delay, we will notify you by email as soon as we are made aware by our Logistic Partner.
TRACKING YOUR ORDER
Once the order has been dispatched, Sanjeevi Pharma will share tracking details with the you via email, including the tracking number and tracking link for you to monitor the status of the shipment. You may also use this tracking number on our Logistics Partner’s website to check the real-time status of your shipment. If you face any issues in tracking your order or you do not receive the tracking information within 24 (twenty-four) hours of the dispatch, please reach out to our customer support at support@sanjeevipharma.com.
ORDER CANCELLATIONS
Customers may cancel their orders at any time before the order is marked as “Shipped”. Once the order has been shipped, it is no longer eligible for cancellation. In such cases, you may initiate the return of the order after the delivery, as per our return policy.
To cancel an eligible order, you can log-in to your Sanjeevi Pharma account and use the order management section, or contact our customer support team at support@sanjeevipharma.com. Once your cancellation request is approved, a full refund will be issued to your original payment method. Refunds are typically initiated within 24 to 48 hours of cancellation confirmation and may take 7 to 10 business days to reflect, depending on your bank and the third-party processing timelines.
DAMAGED, LOST, OR MISSING SHIPMENTS
We understand the inconvenience caused by damaged, missing or lost shipments. In the event that a shipment is lost in transit, or is incomplete or arrives damaged, we will either issue a replacement or process a refund upon receiving the customer’s request, and depending on product availability and the nature of the issue. To initiate a claim, customers must contact us within __72__ hours of delivery by emailing at _______support@sanjeevipharma.com _______with their order ID and clear photographs and/or videos showing the damaged item(s), along with the shipping label or packaging. Please note, if a replacement is not feasible due to stock unavailability or other factors, a full or partial refund will be issued to the original payment method, as may be applicable. We reserve the right to determine whether a refund or replacement is appropriate on a case-by-case basis.
However, once the product has been marked as delivered by the carrier, Sanjeevi Pharma shall no longer be responsible for any lost or stolen packages. In such cases, we advise customers to liaise with the Logistic Partner directly, for further assistance.
RETURNS AND RETURN SHIPPING
If you are not satisfied with the product received, you may initiate a return within the return window of _30_ days from the date when your order is marked as “delivered” by our Logistic Partner. To be eligible for a return, the item must be unused, not disfigured, in its original packaging, and in the same condition as delivered, and shall not fall under the category of the “non-returnable product”, which is reflected in the product description on our Platform.
You may initiate a return request by contacting our customer support team at _____support@sanjeevipharma.com _____ with your order details and reason for return, and may either opt for:
Self-shipping: You may return the product at your own cost to the address provided by our support team; or
Prepaid shipping label: Upon your request, we can provide a prepaid return shipping label, whereby the return shipping cost will be deducted from the original order value.
Once we receive the returned item and our team will inspect the returned order, and upon its satisfaction of the returned order meeting the return eligibility criteria, we will initiate the refund process within 24 to 48 business hours. Refunds will be issued to your original method of payment and may take 7 to 10 business days to reflect, depending on your payment provider.
REFUNDS
Refunds are issued to the original payment method used at the time of placing the order, and may be initiated by us in case of- cancellation of order before shipment, approved returns as per our Return Policy, or damaged or lost product claims are initiated where a refund is applicable; except for cash payments made under the Pay on Delivery mode of payment. Sanjeevi Pharma uses its third-party payment gateway for processing all payments. Once the refund is initiated by us, it may take 7 to 10 business days for the amount to reflect in your account, depending on your bank and the third-party processing timelines.
If a prepaid return shipping label was provided, or in cases involving partial returns, the refund amount may be adjusted from the original order amount. You will receive an email confirmation once the refund has been initiated.
Please note that no cash refunds shall be done for any orders provided by the us. For the refund of payments made under the Pay on Delivery mode of payments, shall be refunded through net banking to the bank account of the customer as per the details provided by you.
EXCHANGES
We currently do not support direct product exchanges through our Platform. This feature is under consideration and may be introduced in the future. However, if you receive a defective, damaged, or incorrect product, you may request a replacement for the same item (subject to availability). If a replacement is not available, you may choose to return the item and receive a refund as per our Policy.
DISCLAIMER:
Sanjeevi Pharma may engage third-party service providers, including but not limited to payment gateways, logistics and delivery partners, and/or technology service providers, to facilitate orders, payments, and deliveries made through the Sanjeevi Pharma Platform. These third parties operate independently and are governed by their own terms, conditions, and privacy policies, which may differ from those of Sanjeevi Pharma. By placing an order or using our services, you acknowledge and agree that Sanjeevi Pharma is not responsible or liable for any acts, omissions, delays, service failures, or breaches caused by such third-party providers. Any claims, disputes, or concerns related to services offered by them must be directed to the respective third-party provider. Sanjeevi Pharma will, however, make reasonable efforts to support customers in resolving issues where possible, especially in cases involving payment disputes or failed deliveries, provided such issues are reported promptly.