Returns and Refunds
If you want to cancel an order, notice a mistake in the medication you received, or have a problem with delivery, contact customer support with the order details. We will check what has already been done with the order and tell you what options are still available.
A prescription that has not yet been prepared can usually be handled differently from medication that has already been dispensed and shipped. The same applies to damaged, missing, or incorrect items. Those cases are reviewed according to what actually happened with the order, not treated as a simple return.
Order Cancellations
You can request a cancellation while the order is still being processed. If the pharmacy has not yet prepared the prescription, we may be able to stop the order and arrange the applicable refund.
Once the medication has been prepared for the patient, cancellation may no longer be possible. If you entered the wrong delivery address, selected the wrong strength, or need to change another important detail, contact support before the order reaches the dispensing or shipping stage. We will check whether the information can still be corrected.
Returns of Prescription Medication
We do not normally take dispensed prescription medication back into pharmacy inventory. Even when a bottle or blister pack has not been opened, there is no way to verify how the medicine was stored after it left the pharmacy.
This does not affect your right to report a problem with the order. If the wrong medication was supplied, the strength does not match, or the product arrived damaged, keep the medicine together with the label and original packaging. Do not send it back on your own. We may first need photographs, product information, or details from the dispensing label before deciding what should happen next.
Wrong, Damaged, or Missing Items
Check the order when it arrives, especially the medication name, strength, quantity, and condition of the package. If something is missing or clearly does not match what was ordered, let us know and keep everything that came with the shipment.
Please report any of the following:
- the wrong medication or strength;
- a missing item;
- a damaged bottle, blister pack, seal, or container;
- visible shipping damage that may have affected the medication;
- product information that does not match the order or dispensing label.
Photos are useful when the problem involves damage, packaging, or an unfamiliar product. In many cases they allow us to compare what you received with the dispensing records without asking you to return the medication first.
Refunds, Replacements, and Reshipments
We first check the order before deciding whether a refund, replacement, or reshipment applies. A missing item, damaged medication, dispensing error, and cancelled order are handled differently.
| Situation | What May Apply |
|---|---|
| Order cancelled before dispensing | Cancellation and applicable refund |
| Wrong medication or strength supplied | Replacement or refund |
| Medication damaged during delivery | Replacement, reshipment, or refund |
| Item missing from the shipment | Reshipment or other correction |
| Medication no longer wanted after dispensing | Return or refund may not be available |
If the problem occurred during dispensing or fulfillment, we will review the available records and explain how the order can be corrected. If the medication was properly prepared and shipped but the customer simply no longer wants it, a refund may not be available.
Different Packaging or Manufacturers
A medication may look different from the one you received before. Generic drugs are often made by more than one manufacturer, and the color, shape, imprint, blister design, or box can change from one version to another.
Before reporting the product as incorrect, compare the medication name, strength, manufacturer, and dispensing label. If those details still do not make sense, contact support before using the medicine. We can check the order and, if needed, ask the dispensing pharmacy to confirm the product.
A different box or tablet appearance alone does not automatically qualify an order for a refund.
Delivery Problems
International packages can be delayed by customs, postal services, weather, or local delivery conditions. If the expected delivery period has passed, contact support with the order number so the shipment can be checked.
A late package is not always a lost package. Tracking may show that the parcel is still moving through customs or the local postal network. If the shipment can no longer be located or delivery has clearly failed, we will review whether reshipment or another resolution applies.
Please check the delivery address before submitting the order. If you notice a mistake afterward, contact support while the parcel is still being processed. Once it has already entered the postal or courier network, an address change may no longer be possible.
What to Send With Your Request
When you contact support, give us enough information to find the order and understand the problem. Usually this means the order number, patient or customer name, medication name and strength, and a short explanation of what went wrong.
If the issue involves damage, packaging, or the appearance of the medication, include clear photographs where possible. Keep the medicine and original packaging until the review is finished. We will then tell you whether the case is being handled as a cancellation, replacement, reshipment, or refund.