Shipping & Delivery Policy
This Shipping & Delivery Policy explains how Vyloo processes and delivers medicines, healthcare products and other eligible products ordered through the Vyloo website and application.
1. Serviceable Locations
Vyloo delivers to selected serviceable locations.
Whether an address is serviceable may depend on factors including:
- The delivery PIN code or location
- Product availability
- The type of product ordered
- Applicable prescription or regulatory requirements
- Delivery-partner availability
- Special handling or storage requirements
Serviceability Determination
Serviceability for an order will generally be shown after you enter your delivery address or location.
Vyloo may not be able to fulfil every product to every serviceable location.
2. Delivery Estimates
The estimated delivery time shown at checkout or otherwise communicated to you is based on the information available at the time your order is placed.
Delivery timelines may vary depending on factors including:
- Whether the product is currently in stock
- The location of the available inventory
- The type and quantity of products ordered
- Prescription verification, where required
- Supplier or distributor availability
- Delivery conditions and operational circumstances
Everyday vs. Specially Sourced Items
Some commonly available products may be fulfilled faster than products that need to be specially sourced.
Certain hard-to-find, uncommon or rare medicines may require additional sourcing time. Where an item is not immediately available, Vyloo may communicate an estimated sourcing or delivery timeline before proceeding with fulfilment.
Delivery estimates are provided in good faith and are not guaranteed unless expressly stated otherwise.
3. Specially Sourced and Hard-to-Find Medicines
Vyloo may assist customers in sourcing medicines that are not immediately available in our inventory.
For such orders, fulfilment may depend on availability from authorised suppliers, distributors or other applicable sources.
Before proceeding, Vyloo may communicate:
- The availability status
- An estimated sourcing or delivery timeline
- Any relevant change in product details
- Any change in price, where applicable
Unavailable Sourcing Requests
If a requested medicine cannot be sourced, Vyloo may cancel the affected item or order and process any applicable refund in accordance with our Cancellation and Refund Policy.
4. Delivery Charges
Applicable delivery, handling or other disclosed charges, if any, will be shown at checkout or otherwise communicated to you before the order is confirmed.
Any promotional free-delivery offer may be subject to its own terms and eligibility conditions.
5. Prescription Medicines
Certain medicines may only be processed after a valid prescription or other required documentation has been provided and verified in accordance with applicable requirements.
Prescription verification or clarification may affect the time required to process an order.
Vyloo reserves the right to delay, modify or cancel the fulfilment of an order where:
- A required prescription has not been provided
- The prescription is incomplete, unclear or appears invalid
- Further clarification is required
- The order cannot otherwise be fulfilled in accordance with applicable requirements
Prescription Requirement Notice
The availability of a prescription medicine on Vyloo does not guarantee that the medicine can be supplied without the required prescription or documentation.
6. Product, Batch and MRP Changes
Product information displayed on Vyloo is based on the information available to us at the time of listing or ordering.
Manufacturers may update the MRP, packaging, batch details, formulation or other product information when newer batches are introduced.
As a result, the product available for fulfilment may occasionally belong to a newer batch carrying a different MRP or updated product details from those displayed when the order was placed.
If there is a material change affecting the product or the amount payable by you, Vyloo will inform you before proceeding with the affected item or before collecting any additional payment.
If you do not agree to the revised product details or amount, you may choose not to proceed with the affected item, subject to the applicable cancellation and refund process.
Vyloo does not intentionally charge more than the MRP printed on the product supplied.
7. Temperature-Sensitive and Special-Handling Products
Certain products may require specific storage, temperature control or handling during fulfilment and delivery.
Where applicable, Vyloo will take reasonable steps to handle such products in accordance with the product's storage and handling requirements.
The availability of temperature-sensitive products may be restricted based on your delivery location, delivery time and the ability to safely complete the delivery.
If we determine that a product cannot reasonably be delivered under appropriate handling conditions to the selected address, we may contact you to discuss an alternative delivery arrangement or cancel the affected item and process any applicable refund.
Customers should ensure that someone is available to receive temperature-sensitive or specially handled products where required.
8. Delays and Changes to Delivery
While we aim to deliver orders within the estimated timeline communicated to you, delays may occur due to circumstances including:
- Product availability or sourcing delays
- Prescription verification
- Manufacturer or supplier delays
- Weather or traffic conditions
- Delivery-partner availability
- Technical or operational issues
- Events outside Vyloo's reasonable control
Notification & Resolution
If a significant delay becomes known to us, we may contact you using the contact details provided with your order.
Where an order cannot be fulfilled within a reasonable or communicated timeframe, cancellation and refund options may be available in accordance with our applicable policies and consumer rights.
9. Failed or Unsuccessful Deliveries
A delivery may be unsuccessful if, for example:
- The customer or authorised recipient is unavailable
- The delivery address or contact details are incorrect or incomplete
- The delivery location cannot be safely accessed
- The customer refuses to accept the order
- Delivery cannot be completed for another reasonable operational or regulatory reason
Operational Handling of Medicines
Where reasonably possible, Vyloo or its delivery partner may attempt to contact you using the contact details provided with your order.
Depending on the nature of the product, particularly medicines or temperature-sensitive products, a repeat delivery or return to inventory may not always be possible.
If an order is returned or cannot be delivered, any refund or applicable charges will be handled in accordance with our Cancellation and Refund Policy and applicable law.
10. Delivery Address and Customer Responsibilities
Please ensure that your delivery address, PIN code and contact details are accurate before placing an order.
You should also ensure that you or an authorised person is available to receive the order where required.
If you need to change your delivery address after placing an order, please contact Vyloo as soon as possible. Address changes may not be possible once an order has been processed or dispatched.
11. Order Tracking and Support
Where order tracking is available, you may track your order through your Vyloo account or the applicable order-tracking feature.
For assistance with an order, please contact us with your order ID.
Customer Support Phone: 9220172920 Email: support@vyloo.in
Please include your order ID and a brief description of the issue so that our team can assist you more efficiently.
12. Changes to This Policy
Vyloo may update this Shipping & Delivery Policy from time to time to reflect changes in our services, operations or applicable requirements.
The version published on the Vyloo website at the relevant time will apply, subject to applicable law and the terms communicated to you at the time of your order.
Related Policies & Information
Please review our full set of platform policies and compliance standards: