Legal Notice & Grievance Policy

Milan Medicals ("the Platform", "we", "us", "our") is an online pharmacy marketplace operating under Indian jurisdiction and governed by the laws of the Republic of India. We facilitate the purchase of pharmaceutical products in small quantities intended for personal use, in accordance with the personal import provisions recognised under applicable Indian and international trade regulations.

We are a fully compliant, law-abiding platform. All operations, sourcing, dispensing, and export activities are conducted strictly within the framework of applicable Indian pharmaceutical law. We are not a grey-market operator, and we do not engage in or condone any activity that violates drug regulations, customs law, or consumer protection statutes.

Milan Medicals operates in compliance with the following Indian statutes, rules, and regulatory frameworks:

Products on this Platform are made available to individual customers for personal use in small quantities consistent with personal import provisions. The Platform dispatches orders lawfully from India in accordance with applicable Indian export regulations.

By placing an order, the customer expressly acknowledges and agrees that:

• It is solely the customer's responsibility to verify that the importation, possession, and use of ordered medicines is permitted under the laws of their country or territory of residence.
• The Platform bears no liability for any package held, seized, detained, or confiscated by customs authorities, postal services, or any government agency in the destination country.
• No refund, replacement, or compensation will be issued in respect of orders detained or destroyed by customs.
• Any duty, tax, penalty, or legal consequence arising from the importation of goods is borne exclusively by the customer.

All prescription-required medicines — including Schedule H and Schedule H1 drugs under the Drugs & Cosmetics Rules, 1945 — are dispensed only upon receipt of a valid prescription issued by a registered medical practitioner.

Over-the-counter (OTC) medicines that do not require a prescription under applicable law are sold without one. Product listings clearly indicate whether a prescription is required.

The submission of a false, forged, or altered prescription constitutes a criminal offence under Indian law. The Platform reserves the right to cancel any order, report the matter to the appropriate authorities, and permanently suspend the customer's account in such circumstances.

The following categories of products are strictly prohibited on this Platform:

• Medicines classified under Schedule X of the Drugs & Cosmetics Rules, 1945.
• New Drugs not approved by the CDSCO (NRx / unapproved new drugs under the Drugs & Cosmetics Act).
• Habit-forming, narcotic, or psychotropic substances as defined under the Narcotic Drugs & Psychotropic Substances (NDPS) Act, 1985.
• Unapproved generic medicines, including but not limited to products manufactured by or sourced from unregulated manufacturers such as those operating as "Lucius," "Laos Generics," "Everest Pharma (Bangladesh)," or similar entities.
• Any drug, substance, or product whose manufacture, sale, distribution, or export is prohibited under applicable Indian or international law.

We actively monitor our catalogue for compliance. If you believe a listed product violates these restrictions, please contact us immediately using the details in Section 10.

All product descriptions, composition summaries, usage information, blog articles, and any other health-related content published on this Platform are provided for general informational purposes only. Such content is drawn from publicly available sources and is intended solely to help customers identify products — not to provide clinical guidance.

The Platform expressly disclaims all liability for any adverse outcome, injury, or loss arising from reliance on informational content published herein.

All third-party brand names, trade names, and trademarks referenced on this Platform are the property of their respective owners. Their use on this Platform is governed strictly by Sections 30 and 30(1) of the Trade Marks Act, 1999 (fair use / referential use), solely for the purpose of accurately identifying the manufacturer or originator of a product.

Trademark ownership is accurately attributed in the "Manufacturer / Trademark:" field on each product listing. Such reference does not imply endorsement, authorisation, or any commercial association between the trademark owner and this Platform.

In compliance with Rule 3(1) of the Consumer Protection (E-Commerce) Rules, 2020, Milan Medicals has established a formal grievance redressal mechanism. Any customer, user, or third party who has a concern, complaint, or dispute is encouraged to raise it with us. We treat every grievance with urgency and are committed to fair, transparent resolution.

If you remain unsatisfied after our internal process is complete, you may escalate the matter to the appropriate consumer forum or regulatory authority under applicable Indian law.