1. Eligibility for Returns

Returns or exchanges may be accepted in the following situations:

• The product received is damaged or defective.
• The product received is incorrect or different from the product ordered.
• The package is received in a damaged, opened, or tampered condition.
• The product is missing from the delivered order.
• The product received has an issue that makes it unsuitable for use.

For health and safety reasons, opened or used medicines generally cannot be returned or exchanged, except where required by applicable law or where we determine that the product was damaged, defective, or incorrectly supplied.

2. Products Not Eligible for Return

Returns or exchanges may not be accepted for:

• Products that have been opened or used.
• Products damaged after delivery due to improper storage or handling.
• Products returned without their original packaging, where the packaging is required for verification.
• Products returned after the applicable return period.
• Products purchased incorrectly by the customer, where the product has already been dispatched or delivered.

3. Reporting a Damaged or Incorrect Product

If you receive a damaged, incorrect, or tampered product, please contact us as soon as possible after delivery.

To help us review the issue, you may be asked to provide:

• Order number
• Product name
• Description of the issue
• Photographs of the product and packaging
• Photographs of the shipping package, if damaged

Our team will review the request and provide the appropriate resolution.

4. Exchange

If an exchange is approved, the replacement product will be processed after verification of the returned item, where applicable.

Replacement availability may depend on stock and applicable legal or regulatory requirements. If a replacement cannot be provided, an eligible refund may be offered.

5. Refunds

If a refund is approved, it will generally be processed through the original payment method, subject to the payment provider’s processing time.

Refund processing time may vary depending on the payment method and financial institution.

Shipping or other charges may be non-refundable unless the return is due to an error on our part, a damaged product, or another situation where a refund of such charges is required under applicable law.

6. Cancellation

Order cancellation may be possible before the order has been dispatched.

Once an order has been dispatched, cancellation may no longer be possible. If you need to cancel an order, please contact us as soon as possible with your order details.

7. Prescription Products

For prescription medicines and other regulated healthcare products, returns, exchanges, cancellations, and refunds are subject to applicable laws and regulations.

Prescription-related orders may require verification before processing. We reserve the right to decline or cancel an order where the required prescription or verification requirements are not satisfied.

8. Return Shipping

Where a return is approved because the wrong, damaged, defective, or incorrect product was supplied by us, we may arrange or reimburse the applicable return shipping cost, subject to verification.

For other approved returns, return shipping responsibility may depend on the circumstances of the return.