Returns & Refund Policy

Returns & Refund Policy

At South African Pharmacy (SA Pharmacy), customer satisfaction is important to us. However, because we ship medicines and health-related products internationally, returns and refunds are subject to strict conditions.

This policy explains when returns or refunds may be considered, and when they cannot be offered.

Important Notice for International Customers

By placing an order with SA Pharmacy, you acknowledge that:

  • Your order is shipped internationally from South Africa

  • Medicines are sensitive products subject to customs, regulatory, and safety restrictions

  • Returns are limited due to health, safety, and legal considerations

We strongly encourage customers to review this policy before placing an order.

General Returns Policy

Due to the nature of medicines and health products:

  • Opened, used, or partially used products cannot be returned

  • Medicines cannot be resold once dispatched

  • Returns are not accepted based on change of mind

These restrictions exist to protect customer safety and comply with responsible pharmacy practices.

When a Return or Refund MAY Be Considered

A return or refund may be considered only in the following situations:

1. Incorrect Item Supplied

If you receive an item that is different from what you ordered, please contact us within 48 hours of delivery.

We may request:

  • Clear photographs of the item received

  • Your order number

  • Packaging details

If confirmed, we will advise on the appropriate resolution.

2. Damaged Products on Arrival

If a product arrives clearly damaged due to shipping:

  • Notify us within 48 hours of delivery

  • Provide photographic evidence of:

    • The damaged product

    • The outer packaging

We will assess the situation and determine whether a refund or replacement is appropriate.

3. Dispatch Errors

If an error occurred during order packing or dispatch, we will take responsibility and work with you to resolve the issue fairly.

Situations Where Refunds or Returns Are NOT Possible

Refunds or returns will not be issued for the following:

  • Orders delayed due to customs inspections

  • Parcels held, rejected, or seized by customs

  • Import duties, taxes, or customs fees

  • Orders returned due to incorrect or incomplete delivery information

  • Products refused by customs due to local import laws

  • Change of mind after dispatch

  • Incorrect product selection by the customer

  • Delays caused by postal or courier services

These risks are inherent in international shipping and are outside SA Pharmacy’s control.

Customs Rejections & Seizures

If your order is:

  • Rejected by customs

  • Returned to South Africa

  • Confiscated or destroyed by authorities

Please understand:

  • SA Pharmacy is not responsible for customs decisions

  • Refunds or reshipments may not be possible

  • Shipping and product costs may be non-refundable

Customers are responsible for confirming import legality before ordering.

Refund Processing (If Approved)

If a refund is approved:

  • Refunds are issued to the original payment method

  • Processing times vary depending on your bank or payment provider

  • Shipping fees are generally non-refundable

We will communicate clearly with you throughout the process.

How to Request a Return or Refund

To request assistance, please contact us and include:

  • Your order number

  • A clear description of the issue

  • Supporting photographs (if applicable)

Requests submitted without sufficient information may be delayed or declined.

Our Commitment to Fairness

While our policy is necessarily strict, it is designed to be:

  • Fair

  • Transparent

  • Consistent

  • Responsible

We assess all legitimate concerns carefully and aim to resolve issues professionally and respectfully.

Final Reminder

International medicine orders carry inherent risks.
SA Pharmacy is committed to transparency—but cannot absorb risks created by customs laws, international shipping, or regulatory differences.

By ordering from SA Pharmacy, you confirm that you have read and understood this policy.

South African Pharmacy
Operating responsibly. Protecting health. Communicating clearly.