Updated as of April 2025
Customer Protection
Return and Refund Policy
We want you to be completely satisfied with your purchase. Please read our return policy carefully.
14-Day
Return Window
Quality
Guarantee
Safety
First
1. Return Eligibility
Eligible Products: Most non-prescription items in their original, unopened packaging can be returned within our return window.
Non-Returnable Items: The following items cannot be returned for safety and hygiene reasons:
- Prescription medications (except in cases of dispensing errors or quality issues)
- Opened medications, topical products, or personal care items
- Medical devices that have been used or have broken seals
- Personal hygiene products once opened
- Food supplements and vitamins with broken seals
- Refrigerated or temperature-controlled medications
2. Return Window
You may return eligible items within 14 days of receiving your order. After this period, returns will not be accepted unless required by law or as part of our product quality guarantee.
For seasonal or promotional items, the return window may be shorter and will be clearly indicated at the time of purchase.
In case of defective products, please notify us within 48 hours of receiving your order for the most expedient resolution.
3. Return Process
To initiate a return, please follow these steps:
- Log into your account on our website
- Go to "My Orders" and select the order containing the item you wish to return
- Click on "Return Item" and follow the instructions
- Print the return label (or we can email it to you upon request)
- Pack the item securely in its original packaging if possible
- Attach the return label and drop off the package at the designated courier location
Alternatively, you can contact our customer service team at support@pharmaplus.com or call us at +1-123-456-7890 for assistance with your return.
4. Refund Process
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and whether your refund has been approved or rejected.
Approved Refunds: If approved, your refund will be processed within 3-5 business days. The time it takes for the refund to appear in your account depends on your payment provider:
- Credit/Debit Cards: 5-10 business days
- Digital Wallets: 2-3 business days
- Bank Transfers: 3-7 business days
Refunds are issued to the original payment method used for the purchase.
5. Special Conditions for Medications
Due to health and safety regulations, most medications cannot be returned once they leave our pharmacy. However, exceptions are made in the following cases:
- Dispensing errors (wrong medication or dosage)
- Defective products (damaged packaging, broken tablets)
- Quality issues (discoloration, unusual odor)
If you experience any of these issues, please contact our pharmacist immediately at pharmacist@pharmaplus.com or call our pharmacy hotline at +1-123-456-7891.
For prescription medications, we may require a verification from your healthcare provider before processing a return or replacement.
6. Damaged or Defective Products
If you receive a damaged or defective product, please contact us within 48 hours with the following information:
- Order number
- Description of the damage or defect
- Photos of the damaged product and packaging
We will arrange for a return and replacement at no additional cost to you. In some cases, we may offer a refund without requiring a return of the damaged item.
For time-sensitive medications, we will expedite the replacement process to ensure your treatment is not interrupted.
7. Exchanges
We offer exchanges for eligible items within the 14-day return window. To request an exchange:
- Follow the return process outlined above
- Indicate in the return form that you would like an exchange
- Specify the item you wish to receive instead
If the exchanged item is of higher value than the original purchase, you will need to pay the difference. If it is of lower value, we will refund the difference to your original payment method.
Shipping fees for exchanges are waived for defective products but may apply for preference-based exchanges.
8. Order Cancellations
You can cancel your order before it is shipped:
- Within 1 hour of placing the order: Full cancellation available through your account
- After 1 hour but before shipping: Contact customer service to request cancellation
- After shipping: Standard return process applies
For prescription medications, cancellation may not be possible once the preparation process has begun. Please contact us immediately if you need to cancel a prescription order.
Refunds for cancelled orders are processed within 1-3 business days to your original payment method.
9. Contact Information
If you have any questions or need assistance with returns or refunds, please contact our customer service team:
Email: returns@pharmaplus.com
Phone: +1-123-456-7890
Live Chat: Available on our website from 9 AM to 8 PM, seven days a week
Address: Returns Department, PharmaPlus, 123 Pharmacy Street, Healthcare City, HC 12345
