FAQ | SaveOnMedicals 
India's First ISO Certified Online Pharmacy

Services FAQ

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    How do I create an account with SoM?

    It is easy to create an account with SOM. Just go on the Register page, fill in your information and press submit. Its done!!

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    What is 'My SaveOnMedicals'? How do I update my information?

    'My SaveOnMedicals' is your personal account with SaveOnMedicals.com where all your personal information and transaction history is stored. You can easily manage/edit your personal data like address, phone numbers, email id, change your password, track the status of your orders, place re-orders, find details about your reward points etc. through My SaveOnMedicals account. 

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    Once I provide my shipping address, will it be stored on site for future sources? Can I change the shipping address?

    Yes, it would be stored in the site for future use. You can definitely change your shipping address at the time of placing the order.

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    How can I place an order?

    You can place your order only through our website SaveOnMedicals.com. We do not accept any orders through email/ phone/ or whatsapp.

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    How can I edit my order?

    You can't edit your order on your own. Pl. call us on our customer care number and request for modification. No modification can be done once the order has been processed.

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    How do I upload a prescription?

    You can upload a prescription after clicking on the “upload prescription” button on the medicine page. Alternately you can send your prescription via whatsapp on 8800159666 or email to us at support@saveonmedicals.com

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    Can I order a prescription drug without uploading prescription?

    Yes you can order the prescription drug without uploading the prescription. In this case, you would choose to send the prescription by Email or Whatsapp. However, pls note that the same would not be processed till we receive the prescription and it is verified by our registered pharmacist.

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    How can I send prescription to the company if I do not have a scanning facility?

    You can simply take a photograph of the prescription and send it to us through whatsapp us at +918800159666.

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    What do the different order statuses mean?

    a.       Payment Pending Authorization: Your order has been logged and we are waiting for authorization from the payment gateway.

    b.      Payment Authorized, Order under Processing: Authorization has been received from the payment gateway and your order is being processed by the seller.

    c.       COD Verification Pending: Your order has been received by us but is processed only after a verification call if made to your number and you verify the COD order.

    d.     Order pending: Your order is pending either due to non-submission of prescription by you or medicine out of stock or due to some other reason, the same has not been processed yet.

     Order Shipped: Your order has been shipped by the seller and is on its way to the location specified by you for delivery.

    e.      Order Cancelled: The order was cancelled. Reason for the same will be explained to you over phone.

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    How do I know my order has been confirmed?

    You will receive an email confirmation of your order, once it is confirmed

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    Can I order a product that is 'Out of Stock'?

    No you cannot order for a ‘Out of Stock’ product. However, you can send in a request for such a product and the SOM team would confirm if the same can be made available and what would be the delivery timelines. 

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    How do I check the current status of my orders?

    You can simply login and check the status in “My SaveOnMedicals”

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    Are there any hidden charges when I make a purchase on SoM?

    There are zero hidden charges when you make a purchase on SaveOnMedicals. The prices listed for all the items are final. However, delivery charges and CoD may be applicable on your order depending upon your location or order type/ size.

    All charges are shown on your bill before you finally place your order.

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    Do I have to pay for delivery/ shipping charges, CoD?


    Following CoD and delivery charges are applicable on different orders:

    Order value Rs.

    COD Charge

    Del Charge

















    In remote locations, you will be charged Rs. 99 or Rs. 149/- (depending upon your location) for locations which are serviced by Indiapost.

    Also, delivery charges will be applicable if the total weight of your order exceeds 350 gms. 


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    How do I pay for a SoM purchase?

    SOM provides various options to pay for your purchase. You may chose credit / debit cards, net banking or cash on delivery for your payments. Your payment options may vary as per your pin code. 

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    What is Cash on Delivery?

    If you are not comfortable making an online payment on SaveOnMedicals.com, you can opt for the Cash on Delivery payment mode. With COD you can pay in cash at the time of actual delivery of the product at your doorstep, without requiring you to make any advance payment online.

    The maximum order value for a Cash on Delivery (C-o-D) payment is Rs 5,000. 

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    How do I place Cash on Delivery (COD) order?

    You can place a COD order simply by choosing COD as the payment option. However, pls note that there are additional COD charges applicable depending upon your  order size.

    For certain pin codes, you can only place order by making online payment.

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    How do I pay using a credit/debit card?

    Credit cards 

    a.       We accept payments made using Visa, MasterCard and American Express credit cards. 

    b.      To pay using your credit card at checkout, you will need your card number, expiry date, three-digit CVV number (found on the backside of your card). After entering these details, you will be redirected to the bank's page for entering the online 3D Secure password.  

    Debit cards

     c.       We accept payments made using Visa, MasterCard and Maestro debit cards.

     d.      To pay using your debit card at checkout, you will need your card number, expiry date (optional for Maestro cards), three-digit CVV number (optional for Maestro cards). You will then be redirected to your bank's secure page for entering your online password (issued by your bank) to complete the payment. 

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    What happens to the money deducted from the card while using my debit card/credit card/Net Banking, but the order was not placed successfully?

    Please check your bank/credit card account to first ensure if your account has been debited. If your account has been debited after a payment failure, it is normally rolled back by banks within 7 business days. The time taken can vary from bank to bank and we unfortunately won't be able to expedite this. Please check with your bank for more details. If your bank informs you otherwise please get back to us. If the money has been credited to our account we would initiate refund within 3 days of your request. Receipt of the refund would however depend on the mode of payment mode chosen by you. The expected timelines are as below:

    a.       Net banking 2-4 business days

    b.      Debit Card 5-7 business days

    c.       Credit Card 7-21 business days

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    What should I do if my payment fails?

    In case of a payment failure, please retry ensuring: Information passed on to payment gateway is accurate i.e. account details, billing address, password (for net banking) Your Internet connection is not disrupted in the process.

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    Why is COD not available to me?

    Cash on Delivery (COD) option is not offered by our Courier partners at few serviceable locations. Also, COD option is not available on some of our products and also if your order is less than Rs. 300/- or more than Rs. 5000/-. Hence, based on your location and your choice of products, COD option may not be available to you. However, you can always opt for payment through Net Banking or Credit/Debit Card.

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    How do you ship your orders?

    We have tied up with renowned courier partners for shipping our products to our customers. For a few remote locations where there is no other courier service available, we use India Post to deliver your orders.

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    Do you ship to international locations?

    Currently we do not ship to international locations.

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    How much time does it take for an order to be delivered?

    We deliver your order within 2-5 working days post-dispatch in Metros. For the rest of the cities, we deliver between 4-10 business days. Deliveries to very remote locations such as North East, class IV towns may take up to 10 business days or longer, depending on the location's geographical constraints. 

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    How long do you take to dispatch an order?

    We strive to dispatch your orders as early as possible. Under normal scenario, your order is dispatched the next day of the order placement. In some cases like shortage of medicines etc., it may take 2-5 business days.

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    Why dispatches of heavy products take more than the expected time?

    a.       It could be because a waybill/road permit is required for heavy products transferred from one state to another

    b.      It may need payment of entry taxes.

    c.        Pls note in both the above cases, the customer is liable to fill road permit/declaration/inward form and/or pay the entry tax to fulfill the order.

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    What happens to my shipment if I am not available to take delivery on the day of arrival?

    In case you are not at home, please nominate a neighbor or someone close by who can receive the order. Ensure that they have the payable amount, in case you have opted for COD as a payment option.

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    If I want to take delivery at a place other than mentioned in shipment address given at the time of placing an order, can I do that?

    In order to ensure that the delivery is done to the right person, we do not deliver on addresses other than the one mentioned while placing the order. 

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    What happens if my order is not delivered?

    We strive hard to service all our orders. However, in case we are not able to deliver your order, we will refund the full cost of the products either through bank transfer or as loyalty points, based on customer’s preference.

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    How can I cancel my order?

    You can cancel your order before it is confirmed through “My SaveOnMedicals” after you login into - www.SaveOnMedicals.com

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    Is there any time limit for cancelling an order?

    The order can be cancelled before the same has been confirmed.

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    What happens to my money which I have paid in advance for the device/ drug/ supplements/ appointment booking but decide not to take delivery/service?

    There would be a nominal cancellation charge of Rs. 99/- + 4% of order value in case of online payment  and the balance amount would be refunded either through bank transfer or loyalty points.

    These charges are taken from customer to cover the cost of delivery and reverse pick up paid by us to courier company and bank transaction charges.

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    Are there any cancellation charges?

    If the COD order is cancelled before the same is confirmed and processed, there is no cancellation charge.

    In case of Online payment the cancellation charges are as below:

    1. If the medicine is out of stock and SaveOnMedicals.com fails to arrange the medicine, full money shall be refunded without any deduction.

    2. If SaveOnMedicals.com feels that a particular medicine can’t be dispensed due to possibility of misuse by the patient, full money shall be refunded without any deduction.

    3. If a patient makes online payment and fails to provide valid prescription (not older than 6 months), 4% of online payment shall be deducted which are towards bank transaction charges which we pay to our payment gateway provider.

    4. If a patient makes online payment and cancels the order before it is processed, bank transaction charges will be applicable @4%.

    5. In all other cases, there is no cancellation of order accepted after it has been processed.

    6. In case the order has been dispatched and customer decides not to take the delivery, Rs. 99/- will be applicable towards cancellation charges + 4% if it is online payment.

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    What is the general return policy on SoM?

    We accept returns only if wrong medicine is delivered to you. If the medicine/ supplement delivered to you

    are as per your order, then we do not accept any return.

    We strongly advise our customers to order medicines, supplements, devices etc. only after consulting the experts in these areas to minimize these issues.

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    Are there category specific policies for returns?

    In devices covered under warranty, we advise the customers to get in touch with the respective manufacturer or dealer for proper resolution of their complaints. In case of medicines and supplements, no return is accepted unless and until wrong item has been delivered by us.

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    I need to return an item, how do I arrange for a pick-up?

    You can Contact Us to initiate a return. You will receive a call explaining the process, once you have initiated a return. Wherever possible we will facilitate the pick-up of the item through our courier partners. In case, the pick-up cannot be arranged by us, you can return the item through a third-party courier service and we will return the courier costs.

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    What are the modes of refund available after cancellation?

    Refund can be processed either through bank transfer or as loyalty points, based on customer’s preference.

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    How do I earn SOM Loyalty Points?

    Whenever you purchase any product & service through www.SaveOnMedicals.com, you earn SOM Loyalty Points. In general, you earn one SOM Loyalty point for every Rupee spent on the site. However, certain promotions may run giving higher ratio of SOM Loyalty points. Pls check “Offers Zone” for such promotions from time to time.

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    What is the validity period of SOM loyalty points?

    The SOM Loyalty points are generally valid for a period of one year from the date of issue. Pls check your “My SaveOnMedicals” for points valid at any given point of time.

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    How can I redeem my SOM Loyalty points?

    You can use your SOM Loyalty points to purchase products & services at www.SaveOnMedicals.com. During the checkout process, you would be asked for your preference to pay through SOM Loyalty points and in case you wish to redeem your points, you need to indicate your preference for the same.

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    What is a discount coupon code?

    SaveOnMedicals.com runs product / category specific promotions from time to time. In order to get these additional offers / discounts, the customers need to enter alpha numeric codes during the checkout process.  These alpha numeric codes are the discount coupon codes.

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    Can I club two discount coupons in one purchase?

    Only one coupon code can be entered while checking out during a purchase. So, two coupons cannot be used in one purchase.

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    How do I use a discount coupon?

    You need to note down the discount coupon code and follow the normal process of purchase. At the checkout stage, the site would ask for a discount coupon code. If you have one, enter the same in the designated space and you would get the discount applicable through the specific code.

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    How do I book my appointment with doctors / labs?

    There are two ways to do this –


    a)      You can search for a particular doctor or a lab on the main search bar. Once you get the result, you can click on the link of that particular doctor or lab and reach the individual page of the doctor or the lab. Here you will see a book appointment link which can be used to book appointment.

    b)      Alternately, you can select your state & city from “hospital / clinic” link for doctors and “path labs / diagnostic centres” for labs. Once you do this, you would see a list of all hospitals / clinics or labs in the main window. From the filters on the left, select the speciality / test for which you are seeking appointment. You would have all hospitals / labs offering this choice in the main window. Once you select the hospital / lab, it will take you to individual hospital’s / lab’s page. In case of hospital, it would show all doctors working in this hospital under the speciality you selected. You can chose the doctor basis its rating & reviews and book appointment by clicking the “book appointment” link. In case of labs, it will show you list of test offered by the lab and you can book appointment by clicking the “book appointment” link.

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    Can I reschedule the appointment with a doctor/ lab?

    Yes, you can reschedule the appointment with a doctor / lab till the day of the appointment. 

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    What happens if I book an appointment but not able to make it? Do I get refund or adjustment?

    If you cancel or reshedule your appointment 24 hours in advance, there are no cancellation charges or charges for rescheduling the appointment. In all other cases of cancellations / rescheduling, there would be an inconvenience fee applicable. This nominal fee would be 10% of the booking amount. Balance amount would be refunded either by cheque or SOM Loyalty points.

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    Do I get a discount by paying in advance for an appointment?

    Yes, an additional discount of 5% is applicable if you pay in advance.

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    What services do I get from SoM as a NRI / Foreigner who is looking for health services in India?

    SOM would be the single window solution of all your queries and problems, once you are looking for healthcare treatment for your ailment. From helping you get competitive quotes from various reputed healthcare service providers to linking you up with travel agents for your non medical related requirements, SOM would be there at each and every step of your journey.

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    Who arranges for visa, stay and other logistics like local conveyance?

    SOM would link you up with travel agents who would in turn take care of all your non medical requirements like visa, stay & local conveyance. They can even help you with a sightseeing plan, should that be required by you post your treatment!!