Shipping & returns

Lucky Medicos (Booth No.9,10,19,20 I-Block Market, Sarabha Nagar, Ludhiana, Punjab 141001) is the seller of record. Your invoice and packing materials will identify Lucky Medicos. We partner with reliable courier services to ensure safe and timely delivery of your orders across India.

We ship to most locations across India where our courier partners provide service. At checkout, you can verify if delivery is available to your pincode. Some remote or restricted areas may not be serviceable. If your pincode is not serviceable, we will notify you before order confirmation.

Over-the-counter (OTC) orders: We aim to pack and dispatch within 1–2 business days after payment confirmation (or COD order acceptance), subject to product availability.

Prescription orders: Dispatch begins only after successful call verification and pharmacist approval of your prescription. Any delays caused by unreachable phone numbers, unclear prescription images, or missing information are not counted as shipping delays. See How ordering works for the complete prescription verification process.

Business days exclude Sundays and public holidays observed in Punjab.

Once the courier collects your parcel from our facility, standard delivery typically takes 2–6 business days depending on your location. Metro cities and state capitals usually receive orders faster, while tier-2/3 cities and remote areas may take longer.

Delivery timelines are estimates and not guaranteed. Delays may occur due to:

• Courier capacity constraints or logistical issues beyond our control
• Adverse weather conditions, natural disasters, or force majeure events
• Strikes, bandhs, political disruptions, or local restrictions
• Festival season peak volumes
• Incorrect or incomplete delivery address provided by you
• Recipient unavailability or refusal to accept delivery

In case of expected delays, we will attempt to notify you via email or SMS where possible. However, we are not liable for delays caused by circumstances beyond our reasonable control.

Standard shipping charges are ₹35 for orders below ₹999. Orders with a subtotal of ₹999 or above qualify for free standard shipping across India.

Shipping charges are calculated based on your cart subtotal before applying the shipping fee itself. Any promotional free shipping offers will be clearly displayed at checkout.

COD is available when the order total is from ₹499 to ₹5,999, subject to delivery location and product category. We may decline COD for certain prescription medicines or addresses with a history of refused deliveries, and request prepaid payment (UPI, card, or Apple Pay) instead.

When opting for COD, please keep exact cash ready at the time of delivery. Repeated refusal of COD orders without valid quality concerns may result in restrictions on future COD eligibility for your account.

You must provide a complete, accurate shipping address with a functioning phone number. Please include landmarks and clear directions for remote or hard-to-locate addresses. Failed delivery attempts due to incorrect address, wrong phone number, or recipient unavailability may result in the order being returned to origin.

In such cases, we reserve the right to charge return shipping costs or cancel the order. Re-delivery, where offered, will be at your expense and subject to our approval.

Once your order is dispatched, you will receive an AWB (Air Waybill) number via email and SMS. You can track your shipment status on your FavSkin order page or on the courier partner's website using the AWB number.

Tracking updates depend on the courier's systems. FavSkin and Lucky Medicos are not responsible for delays in tracking updates or temporary unavailability of courier tracking portals.

Products are not returnable. A change of mind, an opened or used product, or a product that arrived in good condition cannot be sent back. This applies to prescription medicines, over-the-counter medicines, dermatology products, skincare, wellness items, and personal care products. Once a medicine or health product leaves our packing, we cannot confirm how it was stored.

We do accept a return when the parcel or the order itself is wrong. You must show pictures and proof. Email customercare@favskin.com within 48 hours of delivery if:

• The product or the parcel is damaged
• The order is not correct: wrong product, wrong strength or size, or an item is missing
• The package was tampered with: the seal is broken, the parcel was opened, or it was resealed before you received it
• The product is expired, leaking, or otherwise defective on arrival

Show pictures and proof. A return for any of those reasons is accepted only with:

• Your order ID
• Clear photos of the outer packaging, the product, the invoice, and the damage, wrong item, tampering, or defect
• Batch number and expiry date visible on the product
• A short description of the issue

After we check the pictures and proof, we replace the item or refund it. A claim after 48 hours, or without that proof, is declined. A confirmed wrong medicine is replaced at no cost to you when it is in stock and the pharmacist approves the replacement.

You may cancel an order before it is dispatched by contacting support immediately. Once an order has been packed and handed to the courier, cancellation is generally not possible.

For prescription orders, cancellation must be requested before pharmacist verification and dispatch. Refunds for cancelled prepaid orders will be processed to your original payment method within 5–7 business days, minus any non-refundable payment gateway charges where applicable.

Refunds are issued only for:

• Orders cancelled before dispatch
• A verified damaged, tampered, wrong, missing, expired, or defective order
• Payment failures where amount was debited but order was not created

Approved refunds for prepaid orders are initiated to the original payment method through Cashfree. Bank processing times vary, typically taking 5–10 business days after we process the refund. UPI refunds are usually faster.

COD refunds, where applicable for order cancellations or verified issues, are issued as FavSkin wallet store credit only (not UPI or bank transfer). Prepaid refunds continue through Cashfree to your original payment method.

If the courier is unable to deliver your order after multiple attempts due to incorrect address, recipient unavailability, or refusal to accept, the order will be returned to our facility. We will contact you to arrange re-delivery at your expense, or process a refund after deducting forward and return shipping costs.

For any questions about shipping, delivery status, or to report an issue with your order, please contact us through Contact and include your order ID, delivery pincode, and issue description. Our customer support team is here to assist you.