Refund & Exchange Policy

01Cancelling an order

You can cancel your order at no cost any time before it is dispatched. Just message us on WhatsApp or call the store. Once an order is out for delivery, you may decline it at the door; if a delivery charge was agreed, it may still apply.

We may cancel an order if an item is unavailable, a prescription cannot be verified, or for reasons of safety or compliance. Any amount you have paid for a cancelled order will be refunded in full.

02Exchanges

We will exchange an item for the correct or a fresh one when:

• the item delivered is damaged, tampered with or leaking;
• the item is different from what you ordered (wrong product, strength or pack size);
• the item has expired, or is past its expiry date on delivery or purchase.

Please tell us within 48 hours of delivery or purchase, with a photo of the item, its batch details and packaging. Keep the item in its original packaging until the exchange is complete. Exchanges can be collected at our pharmacy or delivered to you. If the correct item is unavailable, we will refund you instead.

03Returns

For your safety and the safety of other customers, medicines and health products generally cannot be returned once they have left our custody. A return with a refund is accepted when an exchange isn't possible for any of the reasons listed above, or when an item you paid for is missing from your order.

04Items that can't be exchanged or returned

• Medicines and products that have been opened, used or not stored as directed after delivery.
• Temperature-sensitive products (such as refrigerated medicines) once handed over, unless damaged or incorrect on delivery.
• Personal-care, hygiene and baby-care products once the seal is broken.
• Items bought under a special offer where the terms state they are non-returnable.

05How refunds work

• Approved refunds are made to the original payment method. Cash payments are refunded in store or by bank transfer.
• Refunds are initiated within 7 working days of approval. The time taken to reflect in your account depends on your bank or payment provider.
• Coupon or offer value is reinstated or adjusted according to the terms of that offer.

06Need help?

Write to care@pharmizen.com or reach us through the Contact page. If you're not satisfied with the outcome, our Grievance Officer will review it as set out in our Terms & Conditions.