Shipping & Return Policy

This Shipping & Return Policy explains how Amagen Pharma Private Limited handles the dispatch of pharmaceutical products and the limited circumstances under which returns or replacements are accepted.

This policy applies to all orders placed by our authorized distributors, PCD franchise partners, third-party manufacturing clients, hospitals, retail pharmacies, and export buyers. It does not apply to direct retail consumer purchases we do not sell directly to end consumers from this website.

Once a purchase order (PO) is confirmed by our sales team and full payment / approved credit terms are in place, orders are typically processed within 2–4 business days from the date of PO confirmation, subject to:

• Availability of stock in the requested batch.
• Verification of valid drug license and statutory documents.
• Quality clearance from our QC team.
• Approval of any custom packaging / labelling.

You will receive an order confirmation and dispatch advice once the consignment is handed to the courier or transporter.

We ship across India and to approved export markets through licensed pharma logistics partners.

Domestic shipments

• Surface transport for bulk orders to distributors / wholesalers.
• Air / express courier for urgent restocks where temperature-stable.
• Cold-chain logistics for products requiring temperature control (2–8 °C).

International shipments

• Air or sea freight via authorized freight forwarders.
• Country-specific documentation (CoA, CoPP, FSC, etc.) provided.
• Buyer is responsible for import licensing, customs clearance, and local duties in the destination country unless otherwise agreed in writing.

Indicative timelines from dispatch:

• Metro cities (India): 3–5 business days
• Tier 2 / 3 cities (India): 5–8 business days
• Remote regions: 7–12 business days
• International: 10–30 business days, depending on destination and mode

Timelines are estimates and may be impacted by transporter delays, weather, festivals, or regulatory inspections. We will share tracking details once available.

Shipping charges depend on order value, weight, destination, and mode of transport. For bulk orders and franchise partners, freight terms are typically agreed in the supply contract (FOB / CIF / Ex-works as applicable).

Wherever standard freight is included in pricing, it will be clearly stated on the invoice. Any non-standard handling (insulated packaging, dedicated vehicle, etc.) is billed separately.

All consignments must be inspected at the time of delivery before signing the courier / transporter receipt.

If you receive a consignment that is visibly damaged, short, or tampered with:

1. Do not accept the consignment. Note the damage on the courier receipt and refuse delivery, OR accept “under protest” with clear remarks on the proof of delivery.
2. Notify our team in writing at amagenindia@gmail.com within 48 hours of receipt, with photographs of the outer packaging and the affected stock.
3. Retain the original packaging until our team or insurance surveyor confirms further action.

Claims raised beyond 48 hours cannot be processed.

As per applicable pharmaceutical regulations and good distribution practices, returns of pharmaceutical products are restricted. We accept returns only in the following situations:

• Quality defect confirmed by joint inspection or laboratory analysis.
• Wrong product or short supply verified against the purchase order and invoice.
• Near-expiry stock only when explicitly agreed in advance in the supply contract.
• Damaged-in-transit reported in line with the section above.

Returns are not accepted for:

• Change of mind, overstocking, or end-customer rejection.
• Products stored outside the labelled storage conditions after delivery.
• Products with broken seals or compromised primary packaging once accepted at delivery.
• Products beyond the agreed return window or without a Return Authorization Number (RAN).

Return process

1. Email amagenindia@gmail.com with the invoice number, batch, quantity, and reason for return.
2. If approved, you will receive a Return Authorization Number (RAN) and shipping instructions.
3. Ship the goods back per the instructions. The RAN must be clearly visible on the outer packaging.
4. Upon receipt and physical verification, an approved replacement, credit note, or refund will be processed within 15–30 business days.

Where a refund or credit note is approved, it will typically be issued as:

• Credit note adjusted against future invoices (default for ongoing partners).
• Bank refund processed to the original payment method within 7–14 business days after credit note issuance, subject to bank timelines.

Any shipping or handling costs related to the original dispatch are non-refundable unless the return is due to our error (quality defect, wrong dispatch, or transit damage).

In the event of a regulatory or voluntary product recall, we will notify affected partners directly with clear instructions. Returns under a recall follow a separate process and are not subject to the standard restrictions in this policy.

Routine expiry-return windows, where applicable, are specified in your individual distributor / supply contract.

We are not liable for delays or non-performance caused by events beyond our reasonable control, including but not limited to natural disasters, pandemics, government action, strikes, transport disruptions, or regulatory inspections. Reasonable steps will be taken to mitigate impact and resume normal service.

For questions about shipping, returns, or this policy:

Amagen Pharma Private Limited
5C, Shri Krishna Vihar, Near Dravyawati River,
Devi Nagar, Jaipur-302019, Rajasthan, India
Email: amagenindia@gmail.com
Phone: +91-9602509882