ESTD 2017 • CHANDIGARH
1 Pharmaceutical Context & Scope
Pharmaceutical formulations are sensitive, life-saving, and heavily regulated goods subject to strict temperature control, tamper-evident sealing, and batch integrity norms governed by the Drugs and Cosmetics Act, 1940.
Due to these strict quality mandates, pharmaceutical products once sold and correctly dispatched cannot be casually returned or restocked, unless there is a verifiable manufacturing defect, transit breakage, or dispatch error attributable to Urochem Biotech. This policy outlines fair, prompt, and lawful claim resolution guidelines for our PCD franchise distributors and wholesale buyers.
2 Order Cancellation Policy
Because orders are processed immediately to maintain swift distribution schedules:
- Prior to Dispatch: An order can be cancelled without penalty within 6 hours of booking or prior to the generation of the Tax Invoice and handover to the transport carrier. The full advance amount will be refunded or credited to the distributor's ledger within 5 to 7 business days.
- Post Dispatch: Once the consignment has been packed, invoiced, and handed over to the transport agency (Bilty / L.R. generated), the order cannot be cancelled or recalled while in transit.
3 Transit Breakage, Leakage & Shortage Protocol
While Urochem Biotech utilizes heavy-gauge master corrugated packing to protect shipments, transit damages can occasionally occur during long-haul transport. To qualify for credit or replacement:
Mandatory Claim Documentation (Within 48 Hours)
Upon taking delivery from the transporter, if the outer carton is crushed, torn, wet, or retaped:
- Record an open-delivery remark on the Transporter's Consignment Copy (L/R) stating the exact number of damaged outer cartons.
- Shoot a clear, continuous unboxing video before opening the master carton, showing the shipping label, batch number, and damaged bottles/strips.
- Notify our dispatch team via email or WhatsApp within 48 hours of physical delivery with photographs of the damaged goods and the endorsed L/R copy.
Claims submitted after 48 hours of delivery or without photographic/video evidence and transporter endorsement cannot be entertained by our claims department.
4 Non-Returnable & Non-Refundable Categories
In accordance with Good Distribution Practices (GDP) and CDSCO guidelines, the following categories are strictly non-returnable:
- Thermolabile / Cold Chain Products: Injections, vaccines, or syrups requiring controlled 2°C - 8°C cold chain storage once dispatched cannot be returned due to unverifiable cold chain maintenance in reverse transit.
- Expired or Slow-Moving Inventory: Goods that have expired or near-expiry inventory resulting from low retail sales at the distributor's territory are non-refundable. Franchisees are expected to forecast order quantities carefully.
- Tampered or Unsealed Boxes: Cartons with broken hologram seals, defaced batch/expiry coding, or removed blister packaging.
- Promotional Material: Visual aids, catchcovers, reminder cards, MR bags, doctor gift items, and sample kits provided on a complimentary or subsidized basis are non-refundable.
5 Manufacturing Defects & Batch Quality Recalls
In the rare event that a product formulation exhibits a verifiable quality concern (such as discolored tablets, precipitation in clear solutions, or sealing defects):
- The distributor must inform our Quality Assurance (QA) team immediately with the specific Batch Number, Manufacturing Date, and description of the defect.
- Our QA department will review the control retain sample of the affected batch stored at our central testing laboratory.
- If the quality deviation is verified, Urochem Biotech will initiate a formal batch recall and provide a 100% free fresh batch replacement or credit note, including reimbursement for reverse freight charges.
6 Return Merchandise Authorization (RMA) Workflow
| Step | Action Required | Timeline | Responsible Party |
|---|---|---|---|
| 01. Claim Filing | Submit photos, unboxing video, batch info & invoice to info@urochembiotech.in | Within 48 hours of delivery | Franchise Partner |
| 02. Claim Verification | Verification by Dispatch & QA department; issuance of RMA Number | 24 - 48 working hours | Urochem Claims Cell |
| 03. Goods Return (If Required) | Dispatch defective product via approved transporter with RMA number clearly labeled | Within 5 days of RMA | Franchise Partner |
| 04. Final Settlement | Issuance of Credit Note or Bank Transfer / replacement dispatch | 7 - 10 working days | Urochem Accounts |
7 Refund Timelines & Settlement Modes
Upon approval of a claim or pre-dispatch order cancellation:
- Credit Note (Standard for B2B Partners): A credit note will be issued in favor of the franchisee's registered GST ledger, which can be immediately adjusted against their subsequent order.
- Direct Bank Refund: Where a monetary refund is specifically requested for pre-dispatch cancellations, funds will be refunded strictly via the original payment route (NEFT/RTGS/Bank Transfer) within 7 to 10 business days.
- No cash refunds are issued under any circumstances in compliance with Indian income tax and GST laws.
8 Claims & Grievance Contact
For any queries, claims submission, or follow-ups regarding transit damage, batch replacements, or refunds, please reach out to our dedicated dispatch and claims department: