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Refund and Returns Policy

At Divy Tradelink, every shipment is backed by our commitment to quality, compliance, and transparency. We understand that pharmaceutical procurement is critical — and we take full responsibility for the products we export. Please read this policy carefully before placing your order.

  • Last updated: Nov 18th, 2025

Important: All return and refund claims must be raised within 48 hours of receiving your shipment. Due to the regulated nature of pharmaceutical exports, we are unable to accept late or undocumented claims. Please review this policy carefully before placing your order.

Our Quality Guarantee

Every pharmaceutical product exported by Divy Tradelink is sourced exclusively from GMP-certified, CDSCO-registered manufacturers. Before dispatch, each order undergoes a rigorous quality and documentation check — including batch verification, expiry validation, and regulatory compliance review.

We stand behind every product we supply. If something is not right, we are committed to making it right — promptly, transparently, and fairly.

Important Notice Regarding Pharmaceutical Products

Due to the regulated and perishable nature of pharmaceutical and medical products, returns are governed by applicable Indian export laws and international pharmaceutical trade standards. We are unable to accept returns for change of mind, over-ordering, or changes in market demand.

All orders are confirmed through formal Purchase Orders (POs) and proforma invoices agreed upon by both parties prior to dispatch. Clients are encouraged to verify product specifications, quantities, and applicable import regulations in their country before confirming an order.

Eligible Return and Refund Conditions

Divy Tradelink will consider a return or refund claim under the following circumstances:

Damaged or Compromised Products — If products arrive with broken seals, damaged packaging, or physical defects resulting from transit or handling on our end, you are eligible to raise a claim. Photographic or video evidence must be submitted within 48 hours of receiving the shipment.

Incorrect Products Supplied — If the delivered products do not match the specifications, batch numbers, or items confirmed in the agreed purchase order or proforma invoice, we will arrange for a replacement or full refund of the affected items.

Expired or Near-Expiry Products — Divy Tradelink guarantees a minimum shelf life for all exported products as agreed at the time of order confirmation. If products are dispatched with a shelf life below the agreed threshold, a refund or replacement will be processed.

Cold-Chain Failures (Our Responsibility) — If temperature-sensitive products arrive compromised due to a cold-chain failure caused by our logistics partner or inadequate packaging arranged by Divy Tradelink, we will accept responsibility and initiate a claims process.

Regulatory Documentation Mismatch — If the supplied products do not comply with the regulatory documentation provided at the time of order — including the Certificate of Analysis (COA), Certificate of Origin (COO), or GMP certificates — a return and refund will be applicable.

Non-Eligible Returns

The following situations do not qualify for a return or refund:
Products that have been opened, used, or repackaged after delivery. Returns requested due to delays caused by customs clearance in the destination country. Products damaged due to improper storage conditions at the buyer’s premises after delivery. Orders cancelled after dispatch or during transit. Quantity discrepancies not reported within 48 hours of receipt of the shipment. Products refused at customs due to the buyer’s failure to obtain valid import licences or regulatory approvals in the destination country. Returns requested due to change of mind or market demand changes after order confirmation.

How to Raise a Claim

If you believe your order qualifies for a return or refund, please follow the process below:

Step 1 — Notify Us Within 48 Hours — Contact our team within 48 hours of receiving your shipment at info@divytradelink.com. Claims submitted after this window may not be accepted.

Step 2 — Submit Supporting Documentation — Provide your Purchase Order number and Invoice number, clear photographs or video evidence of the affected products and packaging, a written description of the issue, the batch number(s) and expiry date(s) of the affected items, and a signed statement from your receiving pharmacist, warehouse manager, or authorised representative.

Step 3 — Review and Assessment — Our quality and compliance team will review your claim within 5 to 7 business days of receiving the required documentation. We may request additional information or arrange for an independent inspection where necessary.

Step 4 — Resolution — Upon approval of your claim, we will offer one of the following resolutions in consultation with you: a full or partial refund via bank transfer, a replacement shipment of the affected products at no additional cost, or a credit note applicable to a future order.

Refund Processing Timelines

Once a refund has been approved, the following timelines apply:

Bank transfer or wire refund — 7 to 14 business days from the date of approval.

Replacement shipment — Subject to product availability and logistics, typically 15 to 30 business days.

Credit note — Issued within 5 business days of claim approval.

Please note that processing times may vary depending on your bank, country, and any international transfer delays. Divy Tradelink is not responsible for delays caused by banking institutions or correspondent banks.

Dispute Resolution

We aim to resolve all claims amicably and efficiently. In the event of a dispute, both parties agree to first attempt resolution through direct communication with our team at info@divytradelink.com. If a satisfactory resolution cannot be reached within 30 days, the matter shall be referred to arbitration in accordance with Indian arbitration law.

This Refund and Returns Policy is governed by the laws of India. In the absence of a formal supply agreement specifying jurisdiction, all disputes shall fall under the jurisdiction of the courts of Gujarat, India.

Changes to This Policy

Divy Tradelink reserves the right to update this Refund and Returns Policy at any time to reflect changes in our operations, regulatory requirements, or business practices. The updated policy will be published on this page with a revised date. Continued engagement with our services following any update constitutes your acceptance of the revised terms.

Contact Us

If you have any questions about this Refund & Returns Policy or how we handle your information, please contact:

Divy Tradelink
Email: info@divytradelink.com
Business Hours: Monday – Saturday, 9:00 AM – 6:00 PM IST

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Contrary to popular belief, Lorem Ipsum is not simply random text. It has roots in a piece of classical Latin literature from 45 BC, making it over 2000 years old. Richard McClintock, a Latin professor at Hampden-Sydney College in Virginia, looked up one of the more obscure Latin words, consectetur, from a Lorem Ipsum passage, and going through the cites of the word in classical literature, discovered the undoubtable source.

Contrary to popular belief, Lorem Ipsum is not simply random text. It has roots in a piece of classical Latin literature from 45 BC, making it over 2000 years old. Richard McClintock, a Latin professor at Hampden-Sydney College in Virginia, looked up one of the more obscure Latin words, consectetur, from a Lorem Ipsum passage, and going through the cites of the word in classical literature, discovered the undoubtable source.

Contrary to popular belief, Lorem Ipsum is not simply random text. It has roots in a piece of classical Latin literature from 45 BC, making it over 2000 years old. Richard McClintock, a Latin professor at Hampden-Sydney College in Virginia, looked up one of the more obscure Latin words, consectetur, from a Lorem Ipsum passage, and going through the cites of the word in classical literature, discovered the undoubtable source.

Contrary to popular belief, Lorem Ipsum is not simply random text. It has roots in a piece of classical Latin literature from 45 BC, making it over 2000 years old. Richard McClintock, a Latin professor at Hampden-Sydney College in Virginia, looked up one of the more obscure Latin words, consectetur, from a Lorem Ipsum passage, and going through the cites of the word in classical literature, discovered the undoubtable source.

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