Returns and Refunds Policy

• Customer opens the “my orders” menu on their account page.
• Presses the “return” button next to the item they want to return.
• This opens a page which has a link to the returns and refund policy (which is outlined below).
• The page will also have a text box where the customer enters the reason for which they are returning the product.
• We tell the customer that we have received their request for return of an item, and we will get in touch with them regarding approval/disapproval of the return.
  • If disapproved, we send them a message saying that we cannot accept returns for the product along with the reason why (e.g. we do not accept returns of medications, as stated in the policy).
  • If approved, then we inform them that their return has been approved and direct them to drop the item at the branch nearest to them (should we also have a system where a rider can go pick up the item at the customer’s delivery location?).
• They must present either a printed copy of the order or show a soft copy of the order to the pharmacist/rider when the item is being handed in.
• When the product is received, the pharmacist inspects the item to assess whether it is in good condition.
  • If it is, then we add it back to our stock and issue a credit note to the customer’s account, whereby their online account is accredited with cash in equal value to the amount they paid for the item.
  • If the returned product is of poor quality, we inform the customer that we cannot accept the item, and inform them that they should arrange for collection of the item from the store (or we deliver it to them if they chose to have it delivered?) within 14 days, after which it will be disposed of.

Suggested policy outline:

• We encourage the customer (“you”) to verify the quality of the items they have received, and to check whether they are the same as those ordered, upon delivery or collection, before signing of the delivery note. If the items are faulty or the wrong item has been delivered, the customer is advised to inform the delivery agent who will make a note of this on the delivery note and return the item to our store.
• The customer must return the items in their original packaging (e.g. boxes) together with any accessories, where applicable and with unbroken tamper-proof seals within 7 days of purchase.
• Items which shall not be returned, refunded or exchanged (after collection or delivery):
• Any pharmaceutical items, including medicines (including but not limited to tablets, capsules, liquids, creams, etc.) and supplements.
• Cosmetics such as make up, lip stick, nail polishes, etc.
• Personal care items such as shampoos, perfumes, body washes, etc.
• Items which require cold storage.
• Wearable items such as stockings and supports.

These exceptions are put in place to ensure that the quality and hygiene levels of all items are maintained in order for us to maintain our product quality and protect our customers.

• We will not allow returns of products for which the customer changed their mind or ordered the wrong product.
• We reserve the right to refuse an exchange or refund if goods are not returned in a saleable condition.
• If you choose to return a purchased item, you can select the “Return Item” button on the “My Orders” menu on your account portal. We will require you to fill in a reason for the return of the item. After you submit this request for Return, our customer support team will get in touch with you within 5 business days regarding whether or not your request has been approved. Requests may be denied at our discretion, based on the criteria highlighted in this policy.
• The customer will be required to present the item to be returned at any of our physical branches along with a physical or digital copy of their receipt (or we can allow the rider to go pick it up if the customer chose for the item to be delivered?).
• All returns are evaluated for approval, and it may take up to 7 business days (?) for your return to be approved.
• The customer will be contacted by email or SMS upon approval or denial of their request to return the item. If the request is denied, the customer will be required to collect the item from the same branch at which they dropped it off. The item will be stored at the pharmacy for up to 14 days (?) after which, if it is not collected, it will be disposed of in compliance to the relevant laws and regulations (or delivery of the item?).
• Refunds will be directly credited to the customer’s online account upon approval of the return.