Legal

Returns & Refunds Policy

Last updated November 2026Guwahati, Assam, India7 sections

On this page
  1. When You Can Return or Get a Refund
  2. How to Report an Issue
  3. Refund Method and Timeline
  4. Cancellations
  5. Prescription Medicines — Special Note
  6. Delivery Charges
  7. Contact

Pre-launch notice: Doorob has not fully launched yet. This Returns & Refunds Policy is a working draft and may be added to, revised, or replaced at any time by the owners of Doorob as the product and applicable regulations evolve. The current version will always be published here.

Quick summary: Report a wrong or damaged item within 1 hour of delivery and we'll make it right. Most refunds are processed within 5–7 business days. Medicines cannot be returned once dispensed, except where there is a dispensing error or the item arrived damaged.

1. When You Can Return or Get a Refund

Eligible
  • Wrong medicine delivered
  • Wrong quantity or dosage
  • Damaged, broken, or leaking packaging
  • Expired medicine delivered
  • Missing items from a confirmed order
  • Order cancelled before dispatch
  • Duplicate charge or payment failure
Not eligible
  • Change of mind after delivery
  • Medicines opened or partially used
  • Prescription medicines (Rx) once dispensed correctly
  • Refrigerated items (cold chain broken after delivery)
  • Items reported more than 1 hour after delivery
  • Items damaged due to customer mishandling

2. How to Report an Issue

You must report any problem within 1 hour of delivery. After that window, we cannot accept return or refund requests for delivered items.

1
Open the appGo to your order in Order History and tap "Report a problem".
2
Describe the issueSelect the reason (wrong item, damaged, missing, etc.) and attach a photo if possible. Photos speed up the resolution.
3
We reviewOur team reviews your report, usually within a few hours on the same day.
4
ResolutionWe will either arrange a replacement delivery or process a refund, and notify you in the app.

Alternatively, email us at support@doorob.in with your order ID, a description, and photos.

3. Refund Method and Timeline

  • Online payments — refunded to the original payment method (UPI, card, net banking) within 5–7 business days, subject to your bank's processing time.
  • Cash on delivery — refunds are issued as Doorob wallet credits redeemable on your next order, or via UPI transfer to your registered number within 5–7 business days.
  • Cancelled orders (before dispatch) — refunded within 2 business days.

If your refund does not appear within the stated period, contact support@doorob.in with your order ID.

4. Cancellations

  • You may cancel an order before it is dispatched from the pharmacy at no charge.
  • Once the order is dispatched (rider has collected it), cancellation is not possible.
  • Store-pickup orders not collected within 24 hours will be automatically cancelled; a refund will be issued for prepaid orders.
  • Doorob or the Partner Pharmacy may cancel an order if the prescription is invalid, the medicine is out of stock, or the delivery address is unreachable. You will be notified and refunded in full.

5. Prescription Medicines — Special Note

Under the Drugs and Cosmetics Act, 1940, once a prescription medicine is dispensed and leaves the pharmacy, it generally cannot be returned to stock. Returns of Rx medicines are accepted only in cases of a dispensing error (wrong medicine, wrong strength) or damaged/expired items. We coordinate directly with the Partner Pharmacy in such cases.

6. Delivery Charges

Delivery charges are non-refundable unless the order is cancelled before dispatch, or the entire order was lost or undelivered due to our error.

7. Contact

For any returns or refund queries: support@doorob.in
Grievance Officer: duranjitbharadwaj@jobxbharat.com