1. 1. What is Health First Pharmacy?

   Health First Pharmacy is India’s first Health Portal, integrated with Health Vault where one can upload prescriptions and reports. It will use technology to efficiently connect Indian consumers, needing health products and services, with pharmacies, doctors, clinics, hospitals, diagnostic labs, and providers of alternative medicines, wellness products & services, home-care services and more.

   As its first offering, Health First Pharmacy launches its online marketplace which connects Chemists & consumers. The product portfolio includes Allopathic, Homeopathic,Ayurvedic and other healthcare products.

2. 2. Is Online sale of Medicines legal in India?

   There is no express prohibition on selling medicines online in India. Also, our business model has been designed while keeping state specific restrictions in mind and is compliant to the regulatory requirements of the States or the Central Government. And it upholds the intent and spirit of the law wherever the guidelines are open to interpretation.

3. 3. Why should I buy on Health First Pharmacy?

   If you are looking for a trusted source which can assure availability of medicines that your doctor has prescribed, and which significantly reduces the probability of spurious products in the supply chain, then Health First Pharmacycan be your perfect choice. And for those who value time, we might be the quickest to deliver your orders in all the cities where we operate, compared to other online retailers or marketplaces in the healthcare space.

4. 4. Will it be safe to buy Medicines on Health First Pharmacy?

   Health First Pharmacy has zero tolerance towards non-compliance and poor quality standards. We follow stringent parameters, regulatory compliance and the processes set by us, source products from reputed and trusted sources, store them in the optimal conditions and get them delivered to you in the safest fashion, ensuring complete confidentiality.

5. 5. Can I buy medicines on Health First Pharmacy without a Doctor’s prescription?

   If it is a medicine which can be consumed only if a registered medical practitioner prescribes it, then you won’t be able to buy it on Health First Pharmacy without presenting the appropriate prescription copy. The regulations don’t allow that. We have built our technology platform in such a way that you won’t be able to submit your order until you upload a scanned copy of the ‘original prescription’. Moreover, you need to agree that you will show the ‘original prescription’ on delivery.

6. 6. If I have a prescription, can I buy medicines on Health First Pharmacy?

   You will be able to buy only if you have a ‘valid’ prescription. For e.g. If the doctor has prescribed medicines for only 3 months and if you want to purchase those medicines in the fourth month, using the same prescription copy, then it will not be considered as a valid prescription and you will not be able to purchase medicines on the basis of the said prescription.

7. 7. Can I buy any quantity of medicines on Health First Pharmacy?

   You will be able to order as much as allowed for the prescribed duration, as per the valid prescription.

8. 8. Will you deliver medicines if I send my prescription by email or WhatsApp?

   Yes, you can email your prescription to Health First Pharmacy or whatsapp and our pharmacist will deliver the products to you after looking at the original prescription.

9. 9. Will you suggest generics?

   When it comes to prescription based medicines, our sellers have been instructed to dispense only what’s been prescribed by the Doctor.

10. 10. Why are Schedule X medicines not available on Health First Pharmacy?

    Schedule X contains list of medicines which are prone to misuse. We are extremely sorry for any inconvenience caused to you because of our policy.

11. 11. Certain medicines need to be kept under certain temperature. How do you ensure that during shipment?

    Medicines that require cold storage are shipped in a specially designed package to ensure no loss in their efficacy or potency. Moreover, since we have an intra-city delivery model, the consignments don’t stay in transit for more than 4-5 hours, before getting delivered at your doorstep.

12. 12. Do you enable your partners to sell internationally?

    No, our operations are limited to India.

13. 13. Do you accept any Insurance Plans?

    Sorry. We don’t accept any Insurance plans at this juncture.

14. 14. What are Health First Pharmacy’s Privacy and Security Policies?

    Please refer to the ‘Terms of Use’ and ‘Privacy Policy’ documents on the website.

Registration Related Queries

1. 1. How can I register on Health First Pharmacy?

   You can log-in or sign-up on clicking ‘My Account’. Or you can directly sign-up for Health First Pharmacy.

2. 2. Are there any charges for registration?

   No, it’s free.

3. 3. Can I have multiple registrations?

   One Health First Pharmacy account can be linked to only one email ID and a mobile number. We suggest you to do single registration only so that you can track all your transactions easily

4. 4. What is ‘My Account’?

   ‘My Account’ is the tab that enables you to see your order history and also update your personal information. You can also find the comments of our Registered Pharmacist, if in case there are any issues with your active orders and are pending Pharmacist’s approval.

   Other functionalities in “My account” section include ‘Change your password’, ‘Track the status of your orders’, ‘Place re-orders’, ‘Edit or cancel orders’.

5. 5. What is a corporate customer?

   Corporate customer refers to employees of corporate groups with whom we have a tie-up.

6. 6. What is ‘Health First Pharmacy Health Vault’?

   Health First Pharmacy Health Vault is a patient-controlled electronic health record system. It is a highly secure and completely confidential way of storing all health-related information for patients and family members. It facilitates easy retrieval, upon the patient’s authorization, to enable doctors and other care providers to fully comprehend the case history. This structured flow of information will result in better diagnosis.

7. 7. How can I register for Health First Pharmacy Health Vault?

   Your ‘Health First Pharmacy Health Vault’ is linked to your Health First Pharmacy account. You don’t have to register for it separately.

8. 8. How can I upload my reports on ‘Health First Pharmacy Health Vault’?

   You can archive your reports under appropriate categories. The following modes enable you to upload your archives:

   For Mobile app user

   • Capture: Use your phone camera to take a picture and upload

   • Attach: If you have an image of the prescription in the phone’s gallery (or local disk)

   For Web user

   • Attach: Scan or take a good quality picture of the original copy of the various medical reports and save them as .jpeg or .pdf file on your PC’s local disk.

9. 9. How do I pay for my Orders on Health First Pharmacy?

   You can pay for your orders by using our payment methods.

10. 10. I tried paying for my order using my Debit card/Credit card/Net Banking but the order was not successful. What happens to the money deducted?

    The amount deducted will be credited back to your account within 3-5 business days.

11. 11. I ordered prescription medicines and paid using my Debit card/Credit card/Net Banking. However the order was not approved by your pharmacist. What happens to my payment?

    An order for prescription drugs may be rejected by our pharmacist due to an unresolved discrepancy between the prescription uploaded and the medicines ordered. In such cases, any amount paid by the customer will be refunded back to the source.

12. 12. I have made payment for my order using my Debit card/Credit card/Net Banking. Now I want to cancel the order. How and when can I get the refund?

    Any refund due will be credited back to the source within 3 -21 days, as per the policies of the various banks and payment methods.

13. 13. The healthcare device has malfunctioned within the allowed period, and I have requested for a refund. How and when will I get the refund?

    Any payment refund will be back to the original source of payment within 2 working days from the day of our vendor receive the product.

14. 14. What are the modes of refund available after cancellation?

    Any payment refund will be back to the original source of payment.

15. 15. Some of the items in the order were damaged in transit. Can I accept items that are in good condition? Also, how do I get the refund for damaged items?

    For any item damaged in transit, all other items that were billed together with this item in a single invoice will have to be returned.

    The refund for such invoices will be initiated back to the source.

16. 16. How will I receive the Gift Coupons?

    It will be our pleasure to offer you Gift Coupons based on the Total Order Value. You will receive details of these coupons in your email inbox, post the delivery of ordered consignment.

17. 17. How do I use a promo coupon?

    You can redeem the coupon in our Care Section, during your next purchase, at the time of Check-out. The redemption value of the coupon can’t not be more than the Total Value of the Care products, in your Order.

18. 18. What is the validity period of the coupon?

    The validity of the Coupons may vary from one another.

19. 19. Can I pass on the coupon to my friends and relatives?

    Yes, you are free to pass on the coupons to your friends and relatives. However, please note that these coupons are for one-time use only.

20. 20. Why do you discourage the change of Pin-code of the Delivery Address, at a later stage of the ordering process?

    Since we promise quick delivery, we first check the availability of the products closest to your location. If you change the pin-code after placing the order, we will have to re-do the availability check at the outlet nearest to your new pin-code.

21. 21. What information do you need from me to process my order as fast as possible?

    In case your order consists of prescription based medicines, please ensure you upload a good quality digital copy of the original prescription. And if our Pharmacists highlight certain issues with your order, do try to resolve it as soon as possible, within the specified time limit.

22. 22. How do I upload the prescription?

    If you are ordering from a new prescription, you can use any of the following methods to upload the copy of your original prescription

    For Mobile app user

    • Capture on the Spot: Use the built-in camera to take a good quality picture and upload it

    • Attach from your local disk: If you have an image of the prescription in the phone’s gallery (local disk)

    • Select from Health First Pharmacy Health Vault: In case you have uploaded the prescription in your Health First Pharmacy Health Vault, you can access it, select it and upload the same.

    For Web user

    • Attach from your local disk: Use files available on your local disk

    • Select from Health First Pharmacy Health Vault: In case you have uploaded the prescription in your Health First Pharmacy Health Vault, you can access it, select it and upload the same.

    And if you have used a prescription to place an order with us in the past, you don’t have to upload it again. Just remember the corresponding Prescription ID that you would have received. Using that Prescription ID you can attach the copy, saved in our system.

23. 23. Is there any limit on the number of prescriptions that I can upload?

    You can upload as many prescriptions as you wish to your “Health First Pharmacy Health Vault”

24. 24. Can I order medicine from more than one prescription in a single order?

    One order can have medicines only from a single prescription. If you need to order medicines from two or more prescription, you need to create separate orders for each of them.

25. 25. What if I can’t find the products/medications I am looking for?

    There is a chance that you may not find your medicines, despite our best endeavor. You can write to us at info@healthfirstpharmacy.in and we will request our partners to source them at the earliest and make them available at Health First Pharmacy.

26. 26. Is it possible to buy more than one medication in a single order at Health First Pharmacy?

    Yes, you can order more than one medication in a single order. However, all prescription based medications (if any) in the order need to be from a single prescription.

27. 27. Can I order products, from the Care section, along with prescription medicines in a single order?

    Yes. But that order will go through the approval process done by our Command Centre, since it includes prescription medicines.

28. 28. Will I be charged more than the MRP for my prescription drugs?

    No. But if your Total Order Value is less than the minimum amount set by us, you will be requested to give us a consent to charge you a fee to do that delivery in a special case.

    Also, if you have opted for Premium Delivery, there will be a special fee.

29. 29. Are there any other hidden charges?

    No

30. 30. Are all your product prices quoted in Indian Rupees?

    Yes

31. 31. Can I order a product that is ‘Out of Stock'?

    We are sorry to inform that, you will have to wait till it gets available with our sellers. In case of non-availability of product(s), that you were looking for to buy, please send the details at info@healthfirstpharmacy.in and we will try our best to make it available through our sellers’ network.

32. 32. Why don’t you confirm the Orders immediately, when I place order for prescription based medicines?

    An order carrying one or more prescription drugs has to be verified and validated by the Registered Pharmacists, stationed in our Command Centre. This is an extra level of safeguard we have built in our processes to ensure safety. Only after the Registered Pharmacists in the Command Centre approves and confirms the acceptance of your order, the order will be sent to our retail partner network for the fulfilment.

33. 33. How will I know, if the Pharmacist, at the Command Centre, has any concerns with my Order?

    A SMS or an email will be sent to you stating the same. Subsequently, our Tele-callers will also reach out to you over phone and explains the discrepancy. You will be expected to log in to your “My account” section and make the necessary corrections to your order within a specified time limit.

34. 34. What happens if I am unreachable and can’t make necessary changes within the specified time limit?

    Though, our Tele-callers will attempt to reach out to you twice within a time span of 30 minutes from the time you get an SMS or email, we are sorry to inform that your order will automatically get cancelled if we are unable to connect with you.

35. 35. How do I know my order has been confirmed?

    You will get an email and SMS. In case your order carries prescription medicines,confirmation will be send to the patient also.

36. 36. What are the delivery charges?

    Delivery charges will vary from time to time.

37. 37. What is the estimated delivery time?

    Within 24 hours to 72 hours

38. 38. Can I choose a preferred time of Delivery?

    Absolutely. You can opt for any of the following time bands:

    8.00 am -11.00 am
    1.00 pm - 4.00 pm
    6.00 pm - 9.00 pm

39. 39. Can I change my delivery address after I have placed my order?

    No, you cannot change your delivery address after submitting your order.

40. 40. How do I know if my order has been shipped?

    You will be sent an email and SMS informing that your order has been shipped along with the details of delivery date and slot.

41. 41. What do I do if I cannot track the order?

    Reach out to customer support center at 9413908863 with your order ID and delivery address.

42. 42. Seller does not/cannot ship to my area. Why?

    We are continuously expanding to newer geographies. However, it is possible that our seller partners do not have delivery capabilities to your area.

43. 43. What is the general Return Policy on Health First Pharmacy Pvt Ltd?

    At Health First Pharmacy, we encourage you to verify your purchase at the time of delivery, and in case there is a discrepancy, you should alert our Pharmacist immediately.

    Still, in the unlikely scenario where you discover a malfunction post purchase, you can reach out to our Customer Care Team at 9413908863 with your order ID, item details and the nature of malfunction.

44. 44. What should I do if I receive a tampered bag?

    In case you receive a tampered bag, you should refuse to accept the delivery and promptly alert our Customer Care Team at 9413908863 . We will take immediate action as we have zero tolerance towards such incidents.

45. 45. What should I do if there is breakage for a prescription drug supplied to me?

    For prescription drugs, we would initiate a refund for the item.

46. 46. What should I do if some items are missing in my order?

    You should alert our Chemist Representative/Delivery Executive immediately and record your complaint with Customer Care Team at 9413908863 using your order ID

47. 47. Is there a category specific policy for returns?

    The return policy for Medical devices are restricted to 7 days. You should report any defect or malfunction within such time frame to our Customer Care Team.

48. 48. If I need to return an item, how do I arrange for a pick-up?

    You need to contact our Customer Care Team at 9413908863 to lodge a return request. Our logistics team will arrange to have the item picked up from your address.

49. 49. Is it possible to cancel my order after it has been charged?

    Yes, you can cancel an order any time before delivery. We trust that you have genuine reasons when you decide to do that.

50. 50. When are returns not possible?

    All purchases at Health First Pharmacy once delivered and accepted by the customer will not be returned. The only exception to this rule is:

    In the event that there is malfunctioning of delivered medical devices, the request for return has to be initiated within seven (7) days from the date of acceptance of delivery. The malfunctioning of the medical device is the sole reason which may constitute to return the order.

51. 51. Can I return a part of my Order?

    Yes, you can return a part of an order if the items are damaged or are different from what had you ordered. However, in no case shall the invoice be split such that some items are delivered and not others.

52. 52. I’ve still not received the refund to my bank account. Why?

    If your refund does not reach you within 21 days, please write to us at the below address help@Health First Pharmacy

53. 53. I have changed my mind and I would like to retain the product. What do I do?

    Please call Customer Care Team at 9413908863

54. 54. Can I exchange medicines or products?

    Sorry, we do not facilitate any kind of exchange.