A real case we handled. The customer’s name and order details are kept private.
In January 2019, a customer ordered medicines from the online pharmacy 1mg. They arrived with only about 7 to 8 months left before expiry. For medicine meant to last, that was too short.
The problem
- The customer complained about the short expiry.
- 1mg apologised and arranged a return pickup, but said its own rule decides when a medicine counts as “near expiry”, and these did not.
What we did
- Accepted the pickup. The first step on offer was taken, and the customer thanked them for it.
- Challenged the policy, not the person. The reply said a company’s internal rule can’t take away a buyer’s right to decide based on the expiry date.
- Asked for a clear answer. The email asked them to confirm whether they agreed, and said plainly the customer would stop using the service if not.
The result
Three days later, 1mg confirmed the medicines had been picked up and started a full refund of ₹412.06.
What you can learn from this
- Check the expiry date on every medicine strip as soon as it arrives.
- Take any return or pickup the company offers, then keep pressing for the refund.
- A company’s internal “policy” is not the law. You can ask them to justify it.
- Write calmly and say exactly what you want: a refund, by a clear date.
If a company still won’t help, register a free complaint with the National Consumer Helpline: call 1915 (8 AM to 8 PM) or WhatsApp 8800001915. It forwards your complaint to the company.
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