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 for eligible orders, subject to delivery location, order value, and product category. We may decline COD for certain prescription medicines, high-value orders, or addresses with a history of refused deliveries, and request prepaid payment (UPI/card) 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.

FavSkin and Lucky Medicos do not accept returns at this time. All sales are final. This policy applies to all products — prescription medicines, over-the-counter medicines, dermatology products, skincare, wellness items, and personal care products.

Why no returns? As a licensed pharmacy, we are required to maintain strict quality and safety standards. Once a medicine or health product leaves our controlled environment and custody, we cannot verify its storage conditions, handling, or integrity. Accepting returns risks compromising patient safety and violates pharmaceutical best practices.

We strongly encourage you to carefully review product details, ingredients, quantities, and your prescription before placing an order.

While we do not accept returns, we take full responsibility for errors on our part. If you receive:

• A damaged or broken product (damaged in transit)
• A product different from what you ordered
• Wrong strength or dosage form of a medicine
• A defective or expired product
• Missing items from your order

You must report the issue within 48 hours of delivery by contacting our support team through Contact with:

• Your order ID
• Clear photos of the outer packaging, product, invoice, and any damage
• Batch number and expiry date visible on the product
• A brief description of the issue

After verification, we will offer a replacement or refund at our discretion. Claims reported after 48 hours, without adequate photographic evidence, or where no transit damage is visible may be declined.

For prescription medicine errors (wrong medicine dispensed), we will investigate and, if confirmed, arrange a replacement at no cost to you, subject to stock availability and pharmacist approval.

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
• Verified cases of damaged, defective, wrong, or missing items (at our discretion)
• 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, will be arranged by our support team after investigation.

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.