RETURNS AND REFUNDS POLICY

Effective date: 9 August 2026
Last updated: 9 August 2026

1. Introduction

This Returns and Refunds Policy explains the circumstances in which products purchased from [Pharmacy or Company Name], referred to in this policy as “we”, “us” or “our”, may be returned, replaced, exchanged or refunded.

This policy applies to purchases made through [insert website address], referred to as the “Website”.

Because we supply medicines, medical devices, healthcare products and personal-care products, certain items cannot be returned or exchanged after they have left our control. These restrictions are necessary to protect product quality, patient safety, hygiene and the integrity of the medicine supply chain.

Nothing in this policy is intended to exclude, restrict or replace any right or remedy available to a consumer under applicable South African law.

This policy must be read together with our Terms and Conditions, Shipping and Delivery Policy, Privacy Policy and any product-specific terms displayed on the Website.

2. Pharmacy and contact information

Products purchased through the Website are supplied by:

Pharmacy name: [Registered pharmacy name]
Trading name: [Trading name, if applicable]
Responsible Pharmacist: [Full name]
Pharmacy registration number: [Registration number]
Company registration number: [Registration number]
Physical address: [Physical pharmacy address]
Email address: [Returns or customer service email address]
Telephone number: [Telephone number]
Operating hours: [Operating days and hours]

3. Consumer rights

This policy operates subject to the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002 and any other applicable South African legislation.

Where a product is defective, unsafe, unsuitable for its ordinary intended purpose or otherwise fails to meet the standards required by law, the consumer may be entitled to return the product and request an applicable remedy.

Where an online cooling-off right applies, the consumer may be entitled to cancel the transaction within the legally prescribed period. This right may not apply to certain products, including goods that:

Cannot be returned because of their nature;
Are likely to deteriorate or expire rapidly;
Were made to the consumer’s specifications;
Were clearly personalised; or
Fall within another exclusion permitted by law.

Any statutory right that applies to a particular transaction will take precedence over an inconsistent provision of this policy.

4. Patient safety and returned medicines

Medicines require appropriate storage, handling and security throughout the supply chain.

Once a medicine has been delivered to or collected by a patient, we may no longer be able to verify:

How the medicine was stored;
Whether the required temperature was maintained;
Whether the product was contaminated;
Whether the packaging was tampered with;
Whether the medicine was exposed to moisture, heat, light or other unsuitable conditions; or
Whether the medicine remains safe, effective and suitable for another patient.

For these reasons, a medicine returned after being in a patient’s possession will generally not be returned to saleable stock or supplied to another patient.

A product may still be accepted for investigation, recall management or safe disposal. Acceptance of a product for these purposes does not automatically mean that a refund, replacement or exchange will be approved.

5. Change-of-mind returns

Subject to any rights available under applicable law, we do not generally accept returns or exchanges where a customer:

No longer wants the product;
Ordered the incorrect product;
Ordered the incorrect quantity;
Found the product at a lower price elsewhere;
Changed their mind after the product was dispensed or dispatched;
No longer requires the medicine;
Did not use the medicine;
Dislikes the taste, texture, smell or appearance of the product;
Did not achieve the result they expected; or
Purchased the product without first checking whether it was suitable for them.

A change-of-mind return may be considered for an eligible non-medicine product where:

The return is requested within [insert number] days after delivery;
The product is unused;
The product is unopened;
All seals and tamper-evident packaging remain intact;
The product is in its original packaging;
The packaging is undamaged and suitable for resale;
All accessories, manuals and promotional items are included;
Valid proof of purchase is provided; and
The product is not excluded from return under this policy or applicable law.

All change-of-mind return requests are subject to inspection and approval.

6. Products that cannot ordinarily be returned

Subject to applicable law, we do not ordinarily accept change-of-mind returns for:

Prescription medicines;
Scheduled medicines;
Dispensed medicines;
Over-the-counter medicines that have left the pharmacy’s control;
Compounded medicines;
Patient-specific preparations;
Products made or modified to a customer’s specifications;
Special-order products obtained specifically for a customer;
Refrigerated or temperature-sensitive products;
Vaccines, insulin and other cold-chain products;
Products that are likely to deteriorate or expire rapidly;
Opened, used or partially used products;
Products with broken or removed seals;
Products with damaged tamper-evident packaging;
Personal-care, hygiene or intimate products;
Sterile products where the packaging has been opened;
Consumable medical products;
Test kits where the packaging has been opened;
Cosmetics, toiletries or skincare products that have been opened or used;
Products that have been altered, damaged or incorrectly stored after delivery;
Products that cannot be resold for health, safety, hygiene or regulatory reasons;
Gift cards, vouchers or digital products, except where required by law; or
Products clearly marked as non-returnable before purchase.

This restriction does not remove any right the customer may have where the product is defective, unsafe, incorrectly supplied or otherwise does not comply with applicable law.

7. Incorrect products

Please contact us as soon as reasonably possible if you receive:

A product that you did not order;
The incorrect medicine;
The incorrect medicine strength;
The incorrect dosage form;
The incorrect product size;
The incorrect quantity;
A product intended for another customer; or
A product that does not correspond with the valid prescription submitted.

Do not use an incorrectly supplied medicine or product.

The product should be kept securely in its original packaging while we investigate the matter.

Where we confirm that an incorrect product was supplied, we will arrange an appropriate remedy, which may include:

Collection of the incorrect product;
Delivery of the correct product;
Replacement of the product;
Cancellation of the affected item; or
A refund of the amount paid for the affected item.

Reasonable return and replacement delivery costs arising from our confirmed error will be covered by us.

8. Damaged products

Please inspect the parcel and products as soon as reasonably possible after delivery.

A product may qualify as damaged where:

The container is broken, cracked or leaking;
The packaging is materially crushed or torn;
A tamper-evident seal is broken;
The product appears contaminated;
The contents are exposed;
Tablets, capsules or other dosage forms are visibly damaged;
The product was damaged during delivery; or
The condition of the product creates a reasonable concern about its safety or quality.

Please notify us promptly after discovering the damage.

Where possible, provide clear photographs of:

The outer courier packaging;
The delivery label;
The product packaging;
The damaged area;
The batch number; and
The expiry date.

Do not use or dispose of the product until we have provided further instructions.

9. Defective, unsafe or poor-quality products

A product may be considered defective, unsafe or of unacceptable quality where it:

Is not reasonably suitable for the purpose for which it is generally intended;
Is not of the quality a customer may reasonably expect;
Contains a material manufacturing defect;
Is contaminated;
Is incorrectly labelled;
Does not correspond with its description;
Does not function as reasonably intended;
Has defective packaging that affects product safety;
Was supplied after its expiry date;
Presents an undisclosed safety risk; or
Otherwise fails to meet applicable legal quality standards.

A product is not necessarily defective merely because:

The customer did not achieve a particular result;
A healthcare professional subsequently changed the patient’s treatment;
A medicine produced a known or expected side effect;
The product was used incorrectly;
Storage instructions were not followed;
The product was damaged after delivery;
The product was used for an unintended purpose;
The product was altered after leaving our control; or
A newer or improved product later became available.

All reported defects may be investigated by us, the manufacturer, supplier, distributor or relevant regulatory authority.

10. Six-month implied warranty

Where the Consumer Protection Act applies and a product fails to meet the legally required standards, the consumer may return the product within six months after delivery, without penalty and at the supplier’s risk and expense.

Depending on the circumstances and the consumer’s lawful election, the available remedy may include:

Repair of the product;
Replacement of the product; or
Refund of the price paid.

Repair may not be an appropriate remedy for medicines, consumable healthcare products or products that cannot safely be repaired. In those circumstances, replacement or refund may be considered where required by law.

This section does not apply where the alleged failure resulted from the product being altered, misused, abused, damaged or stored contrary to the relevant instructions after leaving our control.

11. Expired products

We will not knowingly supply an expired product.

Please contact us immediately if you receive a product that:

Was already expired when delivered;
Has an expiry date that differs materially from information specifically confirmed before purchase; or
Has an expiry period that makes it unreasonable for the product to be used as intended.

Please provide photographs showing the product name, batch number and expiry date.

A product will not automatically qualify for return merely because it has a shorter remaining shelf life than the customer expected, provided that it was not expired at delivery and remains reasonably suitable for its intended use.

12. Product recalls

Products may occasionally be recalled by:

The manufacturer;
The importer;
The distributor;
The supplier;
The South African Health Products Regulatory Authority;
The South African Pharmacy Council; or
Another competent authority.

Where we become aware of a recall affecting a product supplied by us, we may contact affected customers using the contact information associated with their orders.

Customers may be instructed to:

Stop using the product immediately;
Check the product’s batch number;
Return the product to the pharmacy;
Make the product available for collection;
Dispose of the product according to specific instructions;
Consult a pharmacist or healthcare practitioner; or
Seek urgent medical assistance where necessary.

A recalled product will be handled according to the recall instructions, applicable law and the circumstances of the recall.

The remedy may include replacement, refund, credit or another action directed by the manufacturer or competent authority.

13. Adverse reactions and side effects

Experiencing an adverse reaction or side effect does not automatically mean that a product is defective.

Customers should use medicines only as directed by the pharmacist, prescriber, product label or patient information leaflet.

Please contact our pharmacist or an appropriate healthcare practitioner if you:

Experience an unexpected reaction;
Experience a serious side effect;
Believe that a medicine is interacting with another product;
Have used an incorrect dose;
Have concerns about continuing treatment; or
Require advice regarding the safe use of a medicine.

Seek urgent medical assistance where symptoms are severe or life-threatening.

Where appropriate, an adverse reaction may be reported to the manufacturer or relevant regulatory authority.

The pharmacy may require information about the medicine, batch number, dosage, duration of use and reaction experienced.

14. Lack of effectiveness

Medicines and healthcare products may affect individuals differently.

A refund will not ordinarily be granted solely because:

The medicine did not produce the expected result;
The customer did not experience an immediate improvement;
The product did not meet a subjective preference;
The customer stopped treatment before completion;
The product was used inconsistently;
The product was used contrary to its instructions; or
A healthcare practitioner changed the treatment plan.

This does not affect any rights relating to a product that is proven to be defective, unsafe, incorrectly supplied or otherwise non-compliant with applicable law.

15. Allergies and product suitability

Customers are responsible for reviewing available product information and informing the pharmacist or prescribing healthcare practitioner of relevant allergies, sensitivities, existing medical conditions and other medicines being used.

A return or refund will not automatically be approved where:

The customer purchased a product containing an ingredient to which they are allergic;
The allergy or sensitivity was not disclosed;
Product information reasonably disclosed the relevant ingredient;
The customer purchased the product contrary to professional advice; or
The product was otherwise correctly supplied.

Each matter will be considered according to its facts and applicable law.

16. Online cooling-off rights

Certain online transactions may qualify for a cooling-off period under the Electronic Communications and Transactions Act.

Where the statutory cooling-off right applies, a consumer may cancel an eligible transaction without reason and without penalty within seven days after receiving the goods.

The consumer may be responsible for the direct cost of returning eligible goods.

Where payment has already been made and a valid cooling-off cancellation is exercised, the applicable refund will be processed within the period required by law.

The cooling-off right may not apply to certain transactions or goods, including goods that:

Cannot be returned because of their nature;
Are likely to deteriorate or expire rapidly;
Are made to the consumer’s specifications;
Are clearly personalised;
Are intended for everyday consumption and supplied to the consumer’s home, residence or workplace; or
Fall within another statutory exclusion.

Due to the nature of medicines and healthcare products, each cooling-off request will be assessed individually to determine whether the product can lawfully and safely be returned.

Nothing in this section limits rights relating to defective, unsafe, damaged or incorrectly supplied products.

17. Order cancellations before dispatch

You may request cancellation of an order before it has been dispatched.

A cancellation request is not automatically approved and may not be possible where:

A prescription medicine has already been dispensed;
A compounded medicine has been prepared;
A patient-specific product has been prepared;
A special-order product has been obtained;
The product has been personalised;
The parcel has been packed and transferred to the courier;
A professional pharmacy service has already been performed; or
The order can no longer safely or lawfully be returned to stock.

Where cancellation is possible, we will confirm the cancellation and advise whether any reasonable, disclosed and legally permitted charges apply.

18. Cancellation after dispatch

An order that has already been dispatched cannot ordinarily be cancelled before delivery.

You may refuse delivery only where permitted by law or where we have agreed to the refusal in advance.

Refusing delivery does not automatically entitle the customer to a refund.

Where a parcel is returned after the customer refused delivery, we will assess:

The reason for refusal;
The type of product;
The condition of the parcel;
The storage history;
Whether the product is a medicine;
Whether the product can safely be returned to stock;
Delivery and return costs; and
Any applicable statutory rights.

19. How to request a return

To request a return, refund, replacement or exchange, contact us using the details in section 2.

Please provide:

Your full name;
Order number;
Contact details;
Product name;
Quantity affected;
Date of purchase;
Date of delivery;
Reason for the request;
Description of the alleged defect or problem;
Photographs or videos, where relevant;
Batch number;
Expiry date;
Proof of purchase; and
Any additional information reasonably required to investigate the matter.

We may ask further questions to determine whether the product is eligible for return and how it should be safely handled.

20. Return authorisation

Products must not be posted, couriered or delivered to the pharmacy without prior authorisation.

Unauthorised returns may:

Be refused;
Create a safety or security risk;
Be delayed;
Be disposed of where required for safety reasons; or
Prevent us from properly investigating the matter.

Where a return is authorised, we will provide instructions regarding:

The return address;
Collection arrangements;
Packaging requirements;
Required documents;
Courier arrangements;
Storage requirements; and
The time within which the product must be returned.

A return authorisation does not guarantee that a refund, replacement or exchange will be approved.

21. Packaging returned products

Where a product is authorised for return, it must be packaged securely and according to our instructions.

The customer should include:

The complete product;
Original packaging;
All accessories;
Labels and instructions;
Promotional items supplied with the product;
Proof of purchase; and
The return authorisation information.

Medicines must be kept out of the reach of children and unauthorised persons while awaiting return or collection.

Temperature-sensitive products must be handled according to the instructions provided by the pharmacist.

22. Inspection and assessment

All returned products may be inspected by:

A pharmacist;
An authorised pharmacy employee;
The manufacturer;
The supplier;
The distributor;
A courier service provider;
A technical specialist; or
A competent regulatory authority.

The assessment may consider:

The nature of the complaint;
The product’s condition;
Whether the packaging was opened;
Whether the product was used;
The batch and expiry information;
The product’s storage history;
Evidence of misuse or damage;
Whether the product was correctly supplied;
Manufacturer findings; and
Applicable legal and regulatory requirements.

We will notify you of the outcome once the assessment has been completed.

23. Return delivery costs

Where a return results from:

Our error;
An incorrect product supplied by us;
A product damaged before delivery;
A verified defect;
A product recall; or
Another circumstance in which we are legally responsible,

we will bear the reasonable cost of returning the affected product.

Where an eligible product is returned because of a lawful change of mind or cooling-off cancellation, the customer may be responsible for the direct return cost where permitted by law.

The customer may also be responsible for return costs where:

The incorrect product was ordered by the customer;
An incorrect delivery address was provided;
Delivery was refused without a valid legal basis;
No defect or supply error is found; or
The return is otherwise not attributable to us.

24. Available remedies

Depending on the circumstances, product type and applicable law, an approved remedy may include:

Replacement with the same product;
Replacement with an equivalent product;
Exchange for another eligible product;
Repair, where appropriate;
Refund to the original payment method;
Medical scheme reversal;
Store credit, where agreed;
Re-dispensation under an appropriate prescription;
Safe disposal; or
Another reasonable remedy.

The available remedy may be affected by:

Product availability;
Prescription validity;
Medical scheme rules;
Manufacturer requirements;
Regulatory instructions;
Product recalls;
Patient safety; and
Applicable law.

We will not substitute a prescribed medicine without any consent, pharmacist review or prescriber authorisation required by law.

25. Refund method

Approved refunds will generally be made using the original payment method.

Refund methods may include:

Reversal to a payment card;
Electronic funds transfer;
Reversal through the original payment platform;
Medical scheme reversal;
Store credit, where agreed; or
Another appropriate method.

For security and fraud-prevention purposes, we may request proof of identity, proof of banking details or other reasonable verification before processing a refund.

We will not ordinarily pay a refund into a bank account belonging to an unrelated third party.

26. Refund processing times

Approved refunds will generally be initiated within [insert number] business days after:

The refund has been approved;
The returned product has been received, where required;
Any necessary assessment has been completed;
Required documents have been received; and
Payment details have been verified.

After the refund has been initiated, banks and payment service providers may require additional time to reflect the amount in the customer’s account.

Where a statutory refund period applies, the refund will be processed within the period required by law.

27. Delivery fees

Original delivery charges may be refunded where:

We supplied the incorrect product;
The entire order was materially defective;
The parcel was lost before delivery;
We cancelled the complete order;
The order could not be fulfilled; or
A refund of the delivery fee is otherwise required by law.

Original delivery charges may not be refundable where:

Only part of the order is returned;
The customer changed their mind;
The customer supplied an incorrect address;
Delivery was refused without a valid reason;
A successful delivery was completed;
The product was correctly supplied; or
The return resulted from circumstances attributable to the customer.

Each matter will be assessed according to its circumstances.

28. Promotional products and bundled offers

Where a returned product formed part of a bundle, promotion, discount or gift offer, the refund may be adjusted to reflect:

The promotional price paid;
The value of products retained by the customer;
The withdrawal of a bundle discount;
A free item that is not returned; or
Another disclosed promotional condition.

Any deduction will be reasonable and made only where permitted by law.

Promotional products returned because they are defective or incorrectly supplied will be handled according to the customer’s statutory rights.

29. Gift cards, vouchers and store credits

Gift cards, vouchers and store credits are not ordinarily redeemable for cash unless required by law.

Refunds for products purchased using a gift card or store credit may be returned to the original gift card or store-credit balance.

Expiry dates and usage conditions will be subject to the terms applicable to the relevant gift card, voucher or credit.

30. Medical scheme claims and refunds

Where an order was paid for or partly funded by a medical scheme:

The claim may need to be reversed through the medical scheme;
The customer’s available benefits may need to be adjusted;
The medical scheme may require supporting documents;
The refund may be divided between the medical scheme and the customer; and
Processing times may depend on the medical scheme.

Any amount personally paid by the customer will be refunded according to the approved remedy and original payment method.

We are not responsible for delays caused solely by a medical scheme’s internal processing requirements.

31. Prescription and professional service fees

An order may include charges relating to:

Dispensing;
Compounding;
Pharmacist consultation;
Administration;
Delivery;
Special handling; or
Another approved professional service.

Where a professional service has already been properly performed, the associated fee may not be refundable solely because the customer later cancels the order or no longer requires the product.

Any retention or deduction of a professional fee will be subject to applicable law and any pricing requirements governing pharmacy services.

32. Fraudulent or abusive returns

We may refuse or investigate a return where we reasonably suspect:

Fraud;
Product substitution;
Falsified proof of purchase;
Deliberate product damage;
Repeated abusive returns;
False claims concerning non-delivery;
Tampering with packaging or batch information;
Unauthorised use of another person’s order details; or
Another unlawful or dishonest act.

We may request additional verification and may report suspected criminal or unlawful conduct to the relevant authorities.

This section will not be used to deny a legitimate consumer claim.

33. Safe disposal of medicines

Medicines should not ordinarily be disposed of:

In household rubbish;
Down a toilet;
Down a sink or drain;
In public waste bins; or
In a manner that allows access by children, animals or unauthorised persons.

A medicine may be accepted for safe disposal even where it does not qualify for a refund.

The acceptance of a medicine for disposal does not constitute an admission that the product was defective or that a refund is due.

34. Complaints and escalation

If you are dissatisfied with the outcome of a return or refund request, you may ask for the matter to be reviewed.

Please submit the review request to:

Responsible Pharmacist: [Name]
Email address: [Email address]
Telephone number: [Telephone number]

Include:

Your order number;
The original complaint;
The decision received;
The reason you disagree with the decision; and
Any additional supporting information.

We will review the matter and respond within a reasonable period.

You may also have the right to refer a complaint to an appropriate consumer, pharmacy or regulatory authority.

35. Limitation of policy

This policy does not cover:

Products purchased from another pharmacy or retailer;
Products for which valid proof of purchase cannot be provided, unless otherwise required by law;
Damage caused after delivery;
Damage caused by misuse, abuse or neglect;
Damage caused by incorrect storage;
Normal wear and tear;
Products used contrary to instructions;
Products altered or repaired by an unauthorised person; or
Claims based solely on personal preference.

Each request will nevertheless be considered according to applicable law and its particular facts.

36. Changes to this policy

We may update this Returns and Refunds Policy from time to time to reflect changes to:

Our products;
Pharmacy procedures;
Courier arrangements;
Manufacturer requirements;
Regulatory standards;
Website functionality; or
Applicable legal requirements.

The latest version will be published on the Website and will state the date on which it was last updated.

A return will ordinarily be handled according to the policy in effect when the relevant purchase was made, subject to any mandatory legal requirements.

37. Contact us

For returns, replacements, refunds or product-quality concerns, contact:

Pharmacy: [Pharmacy name]
Returns email: [Email address]
Customer service telephone: [Telephone number]
WhatsApp number: [WhatsApp number, if applicable]
Operating hours: [Operating days and hours]
Physical address: [Physical pharmacy address]

When contacting us, please provide your full name, order number, product details and a clear description of the issue.