Refund & Shipping Policy
Effective Date: June 29, 2026
At Mantrust Biotech, customer satisfaction is our priority. We strive to deliver genuine pharmaceutical products and specialty medicines safely and on time. Please read our Refund & Shipping Policy carefully before placing an order.
Shipping Policy
Order Processing
- Orders are processed on all business days (Monday to Saturday), excluding public holidays.
- Orders are generally processed within 1–2 business days after successful payment confirmation and prescription verification (where applicable).
- Certain imported or specialty medicines may require additional procurement time.
Shipping Time
Estimated delivery timelines are:
- Delhi NCR: 1–3 Business Days
- Major Metro Cities: 2–5 Business Days
- Other Locations Across India: 3–7 Business Days
Delivery timelines may vary depending on:
- Product availability
- Import clearance (for international medicines)
- Courier partner delays
- Weather or unforeseen circumstances
Shipping Charges
- Shipping charges (if applicable) are displayed during checkout before payment.
- Free shipping may be offered during promotional campaigns or on eligible orders.
Cold Chain Products
Certain medicines require controlled temperatures during transportation.
Mantrust Biotech uses appropriate cold-chain packaging wherever necessary to maintain product integrity throughout transit.
Delivery Attempts
Our courier partners generally make up to three delivery attempts.
If delivery cannot be completed due to an incorrect address, unavailable recipient, or refusal to accept the package, the order may be returned to us.
Additional shipping charges may apply for re-dispatch.
Refund & Return Policy
Due to the sensitive nature of pharmaceutical and healthcare products, we do not accept returns of medicines once delivered, except in the situations mentioned below.
Eligible for Replacement or Refund
You may request a replacement or refund if:
- You received the wrong product.
- The product was damaged during transit.
- The product has expired upon delivery.
- The package was tampered with before delivery.
- The ordered product is missing from your shipment.
Please report such issues within 48 hours of delivery by emailing us with:
- Order Number
- Invoice
- Clear photographs of the product
- Outer packaging
- Batch Number
- Images showing the issue
Our quality team will review your request before approving a replacement or refund.
Non-Returnable Items
The following products are not eligible for return or refund:
- Opened medicines
- Used products
- Temperature-sensitive medicines after delivery
- Prescription medicines once delivered
- Products damaged due to improper handling or storage by the customer
- Products ordered incorrectly by the customer
Order Cancellation
Orders may be cancelled:
- Before they are processed or dispatched.
Once an order has been shipped, it cannot be cancelled.
For imported or specially procured medicines, cancellation may not be possible after procurement has started.
Refund Process
If your refund request is approved:
- Refunds will be processed to the original payment method.
- Refunds generally take 5–10 business days, depending on your bank or payment provider.
- Shipping charges are non-refundable unless the error occurred on our side.
Prescription Medicines
Certain medicines require a valid prescription.
Mantrust Biotech reserves the right to:
- Request additional medical documents.
- Verify prescriptions.
- Cancel orders if required documentation is not provided.
Incorrect Shipping Information
Customers are responsible for providing accurate:
- Shipping address
- Contact number
- Recipient information
Mantrust Biotech shall not be responsible for delays or failed deliveries caused by incorrect information submitted during checkout.
Damaged Packages
If your package appears damaged upon delivery:
- Do not accept the package if it appears significantly tampered with.
- Inform the delivery partner immediately.
- Contact us within 48 hours with photographs.
Force Majeure
Delivery timelines may be affected by events beyond our control, including:
- Natural disasters
- Government regulations
- Import restrictions
- Pandemic-related disruptions
- Transportation strikes
- Weather conditions
In such situations, Mantrust Biotech shall not be liable for delays.
Contact Us
If you have any questions regarding shipping, returns, or refunds, please contact us:
Mantrust Biotech
Email: @mantrustbiotechgmail-com
Phone: +91 92205-05211
Address: MANTRUST BIOTECH B-6,BASEMENT,PLOT NO 12,AJIT SINGH HOUSE,COMMUNITY CENTRE,
YUSUF SARAI, NEW DELHI-110049