On this page
Medicines require careful handling. This policy explains how to report a problem and request review of an item supplied through STERIS. A return request is reviewed before collection, replacement or refund is confirmed.
When to raise a request
The current online return-request window is 48 hours after recorded delivery. Please inspect your order promptly and contact us within that period where possible.
This is the normal online process window. It does not remove applicable legal remedies for defective, unsafe, misdescribed or incorrectly supplied goods. If you discover such a concern later or the online option is unavailable, contact support directly.
Problems we can review
- A damaged or leaking item.
- An item different from the product or strength ordered.
- A product supplied past its expiry date.
- A missing item or short quantity.
- Another quality or delivery concern requiring investigation.
Prescription medicines are not eligible for an ordinary change-of-mind return through the online flow. That flow supports damaged, wrong, expired or short-supply complaints for prescription items. Other items and concerns are reviewed according to their condition, safety requirements and applicable rights.
How to request help
Open My orders, select the affected order and use the available return or support action. You can also contact our support team.
Provide the order number, affected product, quantity and a clear explanation. The online flow requires supporting photographs for damaged, wrong, expired or short-supply complaints. Useful photographs show the item, batch and expiry label, packaging and shipping label.
If you cannot provide an image or use the upload facility, contact support for assistance. Do not include unrelated prescriptions, identity documents or payment credentials in a parcel photograph.
Keep the item and packaging safely
Keep the invoice, original packaging and affected product while your complaint is reviewed. Avoid using an item you believe is wrong, damaged or unsafe. Follow its labelled storage conditions.
Do not send medicines to the correspondence address or arrange a courier return until support provides instructions. The return destination and collection method may differ from the office address.
Review, collection and outcome
Support may request clarification and check the order, evidence and product condition. If physical return is required, follow the collection or return instructions provided. Collection alone does not mean the refund review is complete.
Depending on the issue and availability, the resolution may be replacement, refund or another agreed correction. Ask support to confirm any collection or shipping charge before you incur it; this policy does not impose an automatic charge for every return.
Refunds and complaints
Approved monetary refunds follow the Refund Policy. Replacement stock and delivery timing must be confirmed for the individual case.
If you disagree with the outcome or need help with a product-safety concern, reply with your original complaint reference and the reason for escalation. Product restrictions do not override rights that apply under Indian consumer law.
Contact and support
For questions about this page, contact Steris Healthcare Pvt. Ltd. at contact@sterispharma.com, call 8955945010 or 6377716668, or use our contact page.
Correspondence address: Plot No. A-68-69, Sunder Singh Bhandari Nagar, Swej Farm Circle, Sodala, Jaipur, Rajasthan 302019, India. Include your order number where relevant. Never share your OTP, password, card PIN or UPI PIN.