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This policy covers refunds connected with orders placed through STERIS. A refund depends on the payment record, the reason for the request and any necessary order or return verification.
Situations that may qualify
- A paid order or item that cannot be fulfilled.
- An accepted cancellation before dispatch.
- An approved return or confirmed wrong, damaged, expired or short-supplied item.
- A verified duplicate charge or another payment discrepancy.
Submitting a request does not itself confirm approval. Support will review the relevant records and explain the outcome. Your statutory rights remain unaffected.
Cancellation requests
The customer cancellation facility currently allows a request within 30 minutes of placing an order, while the order remains in a cancellable state. Check the actions available in your order details.
After that window, or if the option is unavailable, contact support promptly. Cancellation is subject to the actual fulfilment state. Once dispatched, use the shipping or return support process instead of assuming cancellation has stopped the parcel.
Return-related refunds
Follow the Return Policy to report a product issue. Where collection and inspection are required, those checks form part of the refund review. Do not discard the product or packaging before receiving instructions.
For a partial return, the eligible refund is based on the affected items and the amount actually paid for them, taking account of applicable discounts. Coupons and promotional benefits are not automatically convertible to cash.
Where a refund is sent
Approved refunds normally use the original payment route where supported. Wallet-funded amounts and any alternative refund route depend on the payment record and the available options communicated for the case.
For cash-on-delivery payments or a payment route that cannot receive a reversal, support may need to confirm an appropriate refund method and verify the recipient. Do not send banking credentials through an unverified channel. You never need to disclose a UPI PIN, card PIN, password or OTP to receive a refund.
Amounts and charges
The refund review identifies the eligible product amount and the treatment of delivery or other charges for the reason involved. Ask for clarification if the approved amount differs from your request.
The policy does not impose a blanket forfeiture of delivery charges or deductions for all complaints. Remedies for incorrect, defective or unfulfilled supplies remain subject to applicable law.
Processing and bank credit
Approval, refund initiation and credit to your bank are separate stages. Once approved, refunds should be processed within a reasonable period and any applicable legal or payment-provider timeline.
The time to appear in your account depends on the payment method and provider. Request the expected timeline and refund reference from support for your particular case; we do not publish an unverified fixed bank-credit deadline.
Failed payments and duplicate debits
If money was debited but no order was confirmed, check your order history and payment statement before trying again. Contact support with the transaction reference, payment date, amount and any order reference.
A failed payment may be reversed by the payment provider. A payment screenshot alone does not establish a completed merchant payment; the transaction must be reconciled. Do not publish your account or card details.
Track or escalate a refund
Keep your order number, complaint reference and refund reference. If a confirmed refund has not arrived within the timeline communicated to you, contact support so that the payment status can be checked and escalated where needed.
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.