Refund & Cancellation Policy
Formial (a brand of Formadyne Therapeutics Pvt. Ltd.)
Effective Date: April 2026 | Last Updated: August 2026
Applies To: Purchases made via the Formial website, app, and affiliated telemedicine platform
1. Overview
This Refund & Cancellation Policy explains when and how you may be entitled to a refund, replacement, or cancellation for orders, subscriptions, and consultation services purchased through Formial. Because Formial dispenses personalized, compounded dermatological formulations prepared specifically for you after a clinical consultation, this policy differs in important ways from a typical retail return policy. Please read it carefully before placing an order.
By placing an order or subscribing to a Formial plan, you agree to the terms set out below, in addition to our Terms & Conditions and Privacy Policy.
2. Personalized & Compounded Medications
2.1 General Rule — Non-Returnable and Non-Refundable
All formulations dispensed by Formial are compounded specifically for the individual patient based on their consultation, prescription, and treatment plan. As these formulations are prepared specifically for an individual patient, they generally cannot be returned, restocked, or dispensed to another patient once prepared or dispensed. Accordingly:
- Compounded formulations are non-returnable once shipped, opened, or delivered.
- Refunds will not be issued on the basis of personal preference, change of mind, slow perceived results, or discontinuation of use for reasons unrelated to a genuine product or dispensing error.
- Unopened, unused products cannot be accepted back into inventory due to compounding safety and quality-control requirements.
2.2 Exceptions — When a Refund or Replacement Applies
You are entitled to a replacement or refund if any of the following apply, subject to verification by our clinical and quality team:
- Dispensing error — you received a formulation, strength, or product that does not match what was prescribed to you.
- Manufacturing/quality defect — the product is contaminated, degraded, or otherwise defective on arrival (not attributable to storage or handling after delivery).
- Damaged in transit — the packaging or product was visibly damaged during shipping.
- Order fulfilment error — you received the wrong item, wrong quantity, or an incomplete order.
To be eligible under any exception above, you must report the issue within 48 hours of delivery, with clear photos/videos of the product, label, and packaging, through the channels listed in Section 5. Claims raised after this window may not be eligible for review.
3. Subscriptions & Auto-Renewal Billing
3.1 Cancelling a Subscription
You may cancel your active subscription at any time by contacting our support team. Cancellation will stop all future subscription renewals and prevent further charges from being made. Cancelling a subscription does not, by itself, result in a refund of any renewal charge that has already been processed.
3.2 Refunds for Subscription Charges
If a subscription renewal charge has already been processed, refund eligibility will depend on whether the corresponding refill has already entered the fulfilment process:
- Before fulfilment: If the renewal charge has been processed but fulfilment of the corresponding refill has not yet commenced, you may be eligible for a full refund.
- After fulfilment has commenced: If fulfilment of the corresponding refill has already commenced, the charge for that cycle is generally non-refundable, in accordance with Section 2. Future subscription renewals will nevertheless be cancelled.
- Billing or system errors: Accidental, duplicate, or otherwise erroneous charges caused by a billing or system error will be refunded once verified.
3.3 Auto-Renewal Reminders
Formial sends a reminder in advance of each auto-renewal charge. It is your responsibility to update or cancel your subscription before the renewal date if you no longer wish to continue treatment.
4. Shipping Issues, Damage & Wrong Items
- Lost in transit: If tracking shows no movement for an extended period or the courier confirms loss, you are eligible for a free replacement.
- Damaged on arrival: Report within 48 hours with photo/video evidence for a free replacement.
- Wrong item received: Report within 48 hours; Formial will arrange a correct replacement at no additional cost, and, where a replacement is not possible, a refund.
- Delayed delivery alone (without loss or damage) does not qualify for a refund, though we will proactively communicate significant delays.
5. How to Request a Refund or Replacement
To raise a request, please contact our support team with your order ID, a description of the issue, and supporting photos/videos where applicable:
Email: care@formial.in
WhatsApp: +91 74118 21717
Support Hours: 9AM – 9PM, Monday–Saturday
Our team will acknowledge your request within 24 hours and, where clinical review is needed, may involve our pharmacist or prescribing clinician before a decision is issued.
6. Refund Processing & Timelines
- Approved refunds are issued to the original payment method used at checkout.
- Refunds are typically processed within 7–10 business days of approval; actual credit timing may depend on your bank or payment provider.
7. Non-Refundable Circumstances
In addition to the general rule in Section 2, the following are not eligible for refund:
- Change of mind after a compounded product has been prepared or dispensed.
- Dissatisfaction with clinical outcomes where the product was correctly compounded and dispensed as prescribed.
- Products damaged due to improper storage, handling, or use after delivery.
- Requests raised outside the applicable reporting window set out in this policy.
- Promotional, discounted, or complimentary items provided at no charge.
8. Changes to This Policy
Formial may update this Refund & Cancellation Policy from time to time to reflect changes in regulation, operations, or our services. The updated policy will be posted with a revised "Last Updated" date and will apply to orders placed after that date.
9. Contact Us
If you have questions about this policy or an existing order, please reach out to our support team using the details in Section 5, or write to us at:
Company: Formadyne Therapeutics Pvt. Ltd. (Formial Labs)
Registered Address: No. 181, K. B. A. R Road, Austin Town, Bengaluru, Karnataka, India
Email: care@formial.in
Formial Labs Private Limited | www.formial.in | Bengaluru, India | care@formial.in