Customer support

Return & Refund Policy

Our process for damaged, incorrect or eligible returned products.

Last updated: 28 July 2026

Healthcare safety notice

For patient safety, hygiene and product-integrity reasons, medicines and health products are generally not returnable after delivery unless they are damaged, defective, expired, incorrect, or return is otherwise required by applicable law.

1. Eligible return situations

Please contact us promptly if your order arrives damaged, has leaked, is defective, is past its expiry date, differs from the ordered product, or is missing an item. Eligibility is assessed using order records, product condition and supporting evidence.

2. Non-returnable products

• Opened, used, altered or partially consumed products.
• Products without original packaging, labels, seals or batch information.
• Temperature-sensitive, perishable or hygiene-sensitive products once delivered.
• Prescription medicines supplied correctly against a verified order, except where defective, damaged, expired or legally returnable.
• Products damaged through improper storage or handling after delivery.

3. Reporting a problem

Notify customer support within 48 hours of delivery where reasonably possible. Provide the order number, product name, issue description and clear photographs of the outer package, product, batch details and damage or discrepancy. Keep the product and packaging until the request is resolved.

4. Review and resolution

After verification, we may offer an eligible replacement, store credit, partial refund or full refund depending on the issue, stock availability and applicable law. We may arrange reverse pickup or request another reasonable method of return.

5. Cancellations

An order may be cancelled before dispatch where operationally possible. Once dispatched, cancellation may not be available and the return rules above will apply. Orders requiring prescription or compliance verification may be cancelled if verification is not completed.

6. Refund timing

Approved refunds are initiated to the original payment method. Banks and payment providers may take approximately 5–10 business days to reflect the amount after initiation. Cash-on-delivery refunds may require verified bank or payment details.

7. Shipping charges

Original or return shipping charges are refundable where the return results from our error, a damaged/defective product, or applicable law requires it. Other eligible returns may have shipping deductions disclosed before approval.

8. Contact support

Start a request through the website’s Contact section. Do not send a product back without return instructions, as unauthorised returns may be delayed or rejected.