Verified: 5 August 2026 05:30 am IST
Industry: E-pharmacy and Healthcare Services
Jurisdiction: India
Primary Regulator: Central Drugs Standard Control Organization (CDSCO) / CCPA
Important Safety Warning: Beware of the “Fake Pharmacy Refund Scam.” Scammers frequently buy ads on Google displaying fake Netmeds customer service helplines. This is a scam. Netmeds or Reliance staff will never ask you to download a screen-sharing app (like AnyDesk) or ask for your UPI PIN to process a “refund” for a delayed medicine order.
Level 1: Customer Support (Initial Complaint)
How to complain: Do not search for random phone numbers online. Open the Netmeds App or website and navigate to the ‘Help’ section or use their live chat. You can email their central support desk at cs@netmeds.com. You can also call their official customer care at +91-72007-12345. You must ensure you receive a unique ticket or reference number.
Availability: In-app support, email, and the phone helpline operate daily from 8:00 AM to 8:00 PM IST.
Timeline: Standard resolution for billing or delivery issues is typically within 24 to 48 hours.
Level 2: Internal Escalation (Grievance Officer)
Who to contact: If Level 1 fails to resolve your issue or refund your money for a cancelled order, you must escalate it internally. Write an email to the designated Grievance Officer (currently Mr. Ronald Martin) at grievance.officer@netmeds.com, clearly stating your original Level 1 ticket number. You can also reach the Grievance Desk by phone at 09791557700.
Timeline: Under the Consumer Protection (E-Commerce) Rules, 2020, the Grievance Officer must legally acknowledge your complaint within 48 hours and resolve it within one month from the date of receipt.
Level 3: Final Internal Escalation (Nodal Officer)
Who to contact: If the Grievance Officer fails to resolve your issue within the stipulated timeframe, you must escalate to the highest internal authority ensuring compliance with the Consumer Protection Act: the Nodal Officer (currently Mr. Zoheb Azim Chowdhery). Email your final appeal directly to nodalofficer@netmeds.com.
Level 4: Regulatory Authority (National Consumer Helpline)
Authority: Department of Consumer Affairs (National Consumer Helpline).
Portal/Contact: If Netmeds’ Nodal Officer rejects your claim, or the company fails to refund a cancelled order or address a severe deficiency in service, you have exhausted internal remedies. You must register your grievance on the National Consumer Helpline (NCH) by calling 1915 or visiting consumerhelpline.gov.in. For serious issues regarding the quality or authenticity of medicines, you can also file a complaint with the CDSCO through the government’s CPGRAMS portal.
Level 5: Legal Action (Final Step)
Pre-Litigation: Ensure you have documented all correspondence, including the final rejection from the Nodal Officer, to serve as evidence. Written legal notices must be sent via physical post (Registered Post AD) to the corporate entity officially operating the marketplace: Grievance Officer, Reliance Retail Limited, 3rd Floor, Court House, Lokmanya Tilak Marg, Dhobi Talao, Mumbai, Maharashtra – 400002.
Court/Arbitration: If pre-litigation fails, file a formal complaint for “Deficiency of Service” against Reliance Retail Limited. You can file this case entirely online with the District Consumer Disputes Redressal Commission using the government’s unified e-Jagriti portal (e-jagriti.gov.in).
Community Action: Is Netmeds refusing to refund a cancelled order, or did they fail to deliver urgent medicines? Reply below (do not share your passwords, medical history, or full billing details), and our community will point you to the right resources!