CareRy

Policy

Refund and Cancellation Policy

Last updated: 14 October 2026

This policy explains how orders placed on CareRy can be cancelled and how refunds are made. It forms part of our Terms of Use.

1. Cancelling an order yourself

  • For a short correction period after you place an order, and only while the pharmacy has not yet accepted it, you can cancel the order yourself from its order page in your CareRy account. The order page shows how much of that period is left.
  • During the same period you can also reduce or change the quantities in the order.
  • Once the correction period has ended, or the pharmacy has started working on the order, the order can no longer be cancelled from your account. Contact support at support@carery.in as early as possible and we will tell you whether it can still be cancelled.
  • An order that is out for delivery or has been delivered cannot be cancelled.

2. Cancellation by the pharmacy or CareRy

The pharmacy or CareRy may cancel an order, for example if a medicine is unavailable, a prescription cannot be verified, the delivery address is not serviceable, or there is a pricing error. A reason is recorded for every such cancellation and you will be told what it is.

3. Failed or incomplete online payments

  • Your order is created first and payment follows. An order that is to be paid online is not prepared or dispatched until the payment is confirmed by the payment gateway.
  • If an online payment fails or you close the payment window, the order stays unpaid. You can try again with “Resume payment” on the order page, or cancel the order as described above.
  • If your bank or payment app shows that money was debited but the order still shows as unpaid, write to support@carery.in with your order number so we can check the payment with the payment gateway.

4. Returns and damaged, incorrect or expired products

  • For your safety, medicines cannot be returned once delivered, except where the product is damaged, incorrect, or expired or near expiry at delivery.
  • If you receive such a product, please contact support within 24 hours of delivery and before using the product, with your order number and, where possible, a photo. Reporting within 24 hours lets us check the product quickly; it is a target, not a cut-off, and a later report will still be looked into. It does not limit any right you have under applicable law.
  • We review the request with the pharmacy that supplied the order. We will tell you the outcome, and any refund due is made as described below.

5. How refunds are made

  • When a paid order is cancelled, or you reduce a paid order during the correction period, a refund for the amount due is raised automatically. You do not need to ask for it separately.
  • Paid online: the refund is made to the original payment method through the payment gateway.
  • Paid from your CareRy Wallet: the refund is credited back to your CareRy Wallet.
  • Cash on delivery: where a refund is due on an order paid in cash, it is credited to your CareRy Wallet.
  • Your CareRy Wallet balance is shown in your account and can be used to pay for CareRy orders.
  • Withdrawing your wallet balance: paying a wallet balance out to a bank account or UPI ID is not available at present. Your balance stays in your CareRy Wallet and can be used to pay for CareRy orders.
  • A cash-on-delivery order that is cancelled before delivery involves no refund, because no payment has been collected.

6. Refund timelines

We aim to process a refund within 3–5 business days of the cancellation, or of accepting your request. This is a target, not a guarantee. After a refund to the original payment method has been processed, the time for the money to reach you depends on your bank or payment provider.

7. Help with a cancellation or refund

Email support@carery.in or call +91 8790667890 with your order number, or see our contact page. CareRy is operated by CareRy Healthcare Technologies, Bhagyanagar 4th Line, Near Gowthami School, 4th Lane, Cumbum, Prakasam, Andhra Pradesh – 523333.

Grievance Officer: Naveen Metla, Founder & Grievance Officer, reachable on +91 8790667890 or at grievance@carery.in. We acknowledge every grievance within 24 hours and resolve it within 15 days of receiving it, as required by the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Consumer Protection (E-Commerce) Rules, 2020.