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Refund policy

This Pricing, Return and Refund Policy (“Policy”) is an electronic record in the form of an electronic contract and does not require any physical, electronic or digital signature. According to this Policy, SRK Puremed LLP, operating under the brand name of Kriam Phrama (“we”, “Firm”, “us” or “our”) will process payments, returns and refunds in connection with the transactions made by User (“User”, “Visitor” and “you”) on our website and/or app (the “Platform”). We reserve the right to assign, transfer, and sub-contract our rights or/and obligations under this Policy to any third party, as we may deem it fit, you shall continue to be bound by this Policy in the event of such assignment or transfer.  

Kindly read this Policy carefully before making any transaction on Platform. Your use of this Website shall constitute your deemed acceptance of and agreement to be bound by our Policies, including without limitation the Terms of Use, Privacy Policy and this Pricing, Return and Refund Policy.  

  1. PAYMENTS 

  1. All prices displayed on the Platform are inclusive of GST and other applicable taxes leviable on the product itself, unless expressly stated otherwise. Any additional charges such as handling fees, delivery charges and GST applicable on services shall be clearly visible separately at the time of checkout. 

  1. You may make payments for the purchase of any product available on the Platform using the payment methods made available from time to time, including but not limited to UPI, internet banking, debit cards, and credit cards. All payments shall be subject to the terms and conditions of the respective payment service providers. The Firm reserves the right to correct, at any time and without prior notice, any errors, inaccuracies, or omissions relating to pricing, product descriptions, specifications, availability, or offers, including after an order has been placed. In the event of such correction, the Firm shall take appropriate action, which may include modification or cancellation of the order and, where applicable, issuance of a refund in accordance with the Firm’s refund policy. 

  1. Following is a list of payment methods, the Users can use: 

  1. Credit Cards (Visa, MasterCard and RuPay) 

  1. Debit Cards (Visa, MasterCard and RuPay) 

  1. UPI 

  1. Net Banking (All major banks) 

  1. Cash on Delivery (COD) (subject to serviceability and order value) 

  1. The Firm reserves the right to restrict, suspend, or disable the Cash on Delivery (COD) payment option for certain geographic locations or for users who have a history of repeated order refusals, non-payment, cancellations, or suspected or confirmed fraudulent or abusive conduct. 

  1. Merely placing an order or initiating payment shall not constitute acceptance of the order by the Firm. An order shall be deemed accepted only upon issuance of an order confirmation by the Firm after verification of payment, availability, regulatory compliance, and operational feasibility. 

  1. The Firm reserves the right to cancel any order prior to dispatch for reasons including pricing errors, product unavailability, suspected fraud, regulatory restrictions, or operational constraints. Any amount received for such cancelled orders shall be refunded in accordance with this Policy. 

  1. All delivery dates communicated or displayed are indicative estimates only and are not guaranteed. Actual delivery timelines may vary due to factors beyond our reasonable control, and we shall not be liable for any delay in delivery.  

 

  1. PROCESS FOR MAKING PAYMENT 

  1. When you choose to pay online (via UPI, net banking, debit/credit card, wallet, or other digital payment methods), you will be redirected to our third-party payment gateway/aggregators. All payments processed through the third-party payment gateway shall be governed exclusively by the terms and conditions, privacy policy and other applicable policies of such payment gateway. Any issues, disputes, failures, delays, or errors arising during or in connection with the payment process shall be resolved directly between the customer and the payment gateway. We shall not be responsible or liable, in any manner whatsoever, for any payment-related issues arising from the use of the payment gateway.  

  1. If you choose COD (where permitted), payment shall be collected at the time of delivery by cash or UPI. The delivery personnel reserve the right to refuse delivery if you are unable or unwilling to pay the full amount at the time of delivery. 

  1. Once payment is successfully processed (in case of online payment), the order will be confirmed and you will receive an acknowledgement. Only upon payment confirmation will the order be prepared and dispatched. 

  1. In the event of failed online payment, or refusal/non-payment at delivery (in case of COD), the order will not be considered confirmed. The Firm shall not be liable for delay or non-delivery of orders in such cases. 

  1. For Cash on Delivery (COD) orders, the customer shall pay the complete invoice amount at the time of delivery. The delivery personnel may not be able to provide exact change; therefore, customers are requested to tender the exact payable amount to facilitate smooth and timely delivery. Failure to make full payment at the time of delivery may result in refusal or non-completion of delivery. 

  1. The Firm shall not be liable for any transaction failures, delays, duplicate debits, unauthorized charges, or losses arising due to technical glitches, system errors, network disruptions, payment gateway malfunctions, or policies and actions of banks or other financial institutions. Notwithstanding the foregoing, the Firm shall provide reasonable assistance to users in liaising with the relevant payment service providers or banking partners to facilitate resolution of such issues, where practicable. 

 

  1. PAYMENT VERIFICATION AND FRAUD PREVENTION 

  1. All payments made on the Platform shall be subject to verification, internal risk assessment, and fraud-prevention checks. The Firm reserves the right to place any transaction on hold, cancel an order, or deny or delay a refund where the transaction is suspected to be fraudulent, abusive, or in violation of applicable laws or internal risk policies. 

  1. The Firm may request additional information or documentation to complete verification. Failure to provide such information within a reasonable time may result in cancellation of the order and forfeiture or delay of refund. 

 

  1. FAILED, PENDING, OR DUPLICATE TRANSACTION 

  1. A payment transaction may fail, remain pending, or be duplicated due to banking system errors, network issues, payment gateway failures, or other technical reasons beyond the Firm’s control. 

  1. Where the Customer’s account is debited but the order is not confirmed, the reversal shall generally be processed by the respective bank or payment service provider within their standard timelines. The Firm does not control such timelines. 

  1. In case of duplicate payments, any excess amount received by the Firm shall be refunded to the Customer after verification, in accordance with this Policy. 

 

  1. CANCELLATIONS, REPLACEMENTS AND ORDER MODIFICATION 

  1. While the Firm endeavours to ensure the accuracy of pricing, stock availability, product information displayed on the Platform, correct medicines in undamaged condition, inadvertent errors or discrepancies may occur due to technical, system, or typographical reasons. In the event of such errors, the Firm reserves the right to correct or update the relevant information, or to modify or cancel the affected order, even after payment has been processed. Any excess amount received shall be refunded in accordance with the Firm’s Refund Policy. 

  1. You may cancel or request modification of your order any time before it is dispatched/shipped. Once the order has been shipped, cancellation or modification will no longer be permitted. 

  1. If the order is cancelled before dispatch, we shall refund the full amount via the original payment method (excluding any COD-specific conditions, if applicable). 

  1. In the event that a product delivered is incorrect, damaged, defective, expired, or materially not in accordance with the order placed, the Firm shall, subject to verification, provide a replacement product without requiring the customer to return the original product. 

  1. Replacement Without Return and Product Disposal 

  1. In all cases where a replacement is issued, the defective or incorrect product shall not be collected or taken back by the Firm. 

  1. The customer shall be required to destroy or safely dispose of the defective or incorrect product in accordance with the instructions communicated by the Firm. 

  1. The Firm may require reasonable confirmation of such destruction or disposal (including photographs or other evidence) prior to processing the replacement. 

  1. Failure to comply with the destruction or disposal requirements may result in rejection of the replacement request. 

  1. Replacement Ineligibility 

A replacement request shall not be entertained under the following circumstances: 

  1. The defect, damage or shortage is not reported to the Firm within 48 hours of delivery; 

  1. The damage or defect is caused due to misuse, mishandling, or storage contrary to product instructions after delivery; 

  1. The request is not supported by reasonable verification evidence as required by the Firm for verification, including but not limited to clear images of the product and packaging. 

  1. Replacement requests shall be submitted through the Website/App or Customer Support in the manner prescribed by the Firm. The Firm’s decision on eligibility and verification shall be final and binding. 

  1. Except for cancellations prior to dispatch, no refunds shall be issued, and replacement without return shall be the sole remedy available to the customer for defective, damaged, or incorrect products, to the extent permitted under applicable law. 

  1. The Firm reserves the right to reject any replacement request that does not comply with this Clause or applicable legal and regulatory requirements. 

 

  1. UPDATES TO THE PRICING AND REFUND POLICY 

  1. The most current version of this Pricing and Refund Policy shall govern all matters relating to pricing, charges, cancellations, returns, and refunds on the Platform and shall be available for review under the ‘Pricing and Refund Policy’ section of the Platform. 

  1. We reserve the right to amend, modify, or update this Pricing and Refund Policy at any time. Any revised version of the Policy shall be made available on the Platform. 

 

  1. LIMITATION OF LIABILITY 

  1. To the maximum extent permitted under applicable law, the Firm shall not be liable for any indirect, incidental, consequential, or special damages arising out of payment failures, transaction delays, unauthorised debits, chargebacks, technical errors, or actions of banks, payment gateways, or other third-party service providers. 

  1. The Firm’s total liability, if any, shall not exceed the amount actually paid by the Customer for the affected order. 

  1. Where a replacement is issued, the Firm may require the customer to destroy or safely dispose of the incorrect or defective product; however, in no event shall the Firm be responsible or liable for any loss, injury, damage, or other liability arising from the customer’s use, continued use, or failure to destroy such incorrect or defective product. 

 

  1. GOVERNING LAW AND DISPUTE RESLUTION 

  1. This Pricing and Refund Policy shall be governed by and construed in accordance with the laws of India. Any dispute, controversy, or claim arising out of or in connection with this Policy, including its interpretation, validity, performance, or enforcement, shall be subject to the exclusive jurisdiction of the competent courts at Mumbai, Maharashtra.