Order and fulfilment terms

1. When these terms apply

These terms govern an order only where you take an explicit affirmative action to accept them, such as selecting an unchecked acceptance box and submitting an order request. Browsing, adding a medicine to your enquiry list or sending an enquiry does not accept these terms.

The written order summary, any seller or dispensing-pharmacy terms identified in it, the Cancellation and refund policy, and these terms together form the order terms. If they conflict, the case-specific order summary controls for the medicine, price, payment and delivery details, while rights that cannot lawfully be limited continue to apply.

2. Roles must be identified

A to Z Link operates Medrack and may coordinate an enquiry. Before payment is requested, the written order summary must identify the legal person accepting the order, the dispensing pharmacy or seller where different, and the country from which the medicine will be dispensed or supplied. A catalogue listing, source reference or message from Medrack does not itself identify the seller or dispensing country.

3. Placing and accepting an order

An order request is your offer to proceed on the disclosed terms. Receipt of the request, a reference number, verification message, quotation, pro forma invoice or payment instruction is not acceptance unless it expressly says that the order has been accepted.

Before an order is accepted, the responsible party may verify the prescription, patient details, destination, permitted quantity, availability and payment. It may ask for clarification or decline the request. An order is accepted only when you receive an express written order confirmation from the responsible seller or dispensing party.

4. Information disclosed before payment

The written order summary must state, as applicable:

• medicine name, brand or manufacturer reference, strength, form, pack and quantity;
• the responsible seller or dispensing party and dispensing country;
• the item price, currency, taxes, delivery or handling charges and total amount payable;
• the payment method and any payment deadline;
• the expected dispatch or delivery range and known documentation requirements;
• cancellation, return and refund conditions; and
• a contact route for questions, complaints and shipment updates.

Do not pay if these details are missing or inconsistent. Report a suspicious or changed payment instruction to [email protected] before sending funds.

5. Prescription and medicine verification

A valid current prescription from an authorised treating clinician is required where applicable. The responsible dispensing party may decline a prescription it cannot verify or lawfully fulfil. Medrack does not select a substitute medicine. A different medicine, strength, dosage form, manufacturer or pack may proceed only after it is disclosed and any patient, prescriber or dispensing approval required by law has been obtained.

6. Availability and payment

Availability is case-specific and may change before acceptance. Payment is requested only after an order is accepted, and then only through the method and recipient identified in the verified written order summary. An order may be held or cancelled if payment is not received or cannot be verified under those terms.

7. Fulfilment and delivery

The order confirmation must identify who is responsible for dispensing, packing and dispatch. Any dispatch or delivery date is an estimate unless the written order expressly states otherwise. Delays may arise from prescription queries, stock changes, documentation, payment checks, carrier disruption, customs or regulatory action.

Tracking and shipment updates, where available, will be sent through the contact method stated in the order summary. Delivery must be made only to the destination accepted in writing. A requested change of recipient, address, country, medicine or quantity may require a new review and may not be possible after dispatch.

8. Destination, import and customs

Import, permit, prescription and customs requirements vary by country and can change. No website page or order request guarantees that an authority will approve entry or release a shipment. Before payment, the written terms must explain any known customer documentation or importer responsibility. You must provide accurate destination information and cooperate with lawful requests from the responsible fulfilment party or authority.

9. Receipt and problems with a shipment

Inspect the outer package and medicine details promptly on receipt. Do not use a product that appears wrong, damaged, tampered with, expired or affected by a storage problem. Keep the packaging, photographs and delivery documents and contact the order-support route in the written confirmation as soon as reasonably possible.

Medicines may not be suitable for return after dispatch because of legal, safety and storage requirements. This does not remove rights or remedies for a medicine that is incorrect, damaged, tampered with, expired, not as described or otherwise covered by applicable law. The responsible seller’s return instructions must be disclosed before payment.

10. Cancellation and refunds

You may request cancellation through the same contact route used to place or confirm the order. Whether cancellation remains possible depends on the order stage, the medicine and the written cancellation terms accepted before payment. If the responsible party cancels an accepted prepaid order because it cannot fulfil it, the amount paid for that item will be refunded. Read the Cancellation and refund policy.

11. Repeat orders

No repeat order or payment may be created merely because you made a previous enquiry. A reminder is not an order. Each repeat supply requires your affirmative confirmation, a current prescription where required, and a fresh availability and destination review. Any recurring arrangement must be separately disclosed and capable of cancellation.

12. Clinical and safety concerns

Fulfilment does not replace clinical supervision. Continue to follow the treating clinician’s instructions. For urgent medical concerns, contact the treating team or local emergency service. Suspected side effects or product-quality concerns should be reported promptly to the treating clinician and the responsible dispensing party; you may also email [email protected].

13. Consumer rights and complaints

Nothing in these terms excludes a consumer right, remedy or liability that cannot lawfully be excluded. Send an order complaint to [email protected] with the reference, a short description and supporting photographs or records where relevant. A to Z Link can also be contacted at 177, Shree Gopal Nagar, Gopalpura By Pass Road, Jaipur, Rajasthan 302019, India.