Refund and Returns Policy

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Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from 

Refund and Returns Policy

Last updated: [Insert Date]

At South African Pharmacy, your satisfaction and wellbeing are our top priorities. While we strive to provide high-quality products and a seamless customer experience, we understand there may be occasions when you need to return a product or request a refund.

Please read our Refund and Returns Policy carefully to understand your rights and obligations.

1. General Return Conditions

To be eligible for a return, the following conditions must be met:

  • The return request must be made within 7 days of receiving your order.

  • The product must be unused, unopened, and in its original packaging.

  • Items must be returned with all original documentation, inserts, and free samples (if applicable).

  • Proof of purchase (order number, receipt, or invoice) must be provided.

We reserve the right to refuse returns that do not meet these conditions.

2. Non-Returnable Items

Due to safety, hygiene, and regulatory reasons, the following items cannot be returned or refunded:

  • Prescription medications

  • Opened or used over-the-counter (OTC) medicines

  • Health supplements with broken seals

  • Personal care items (e.g., skincare, hygiene products) once opened

  • Intimate products

  • Items marked as “non-returnable” or “final sale”

  • Products purchased as part of a promotion, bundle, or clearance sale (unless damaged or defective)

3. Damaged, Incorrect, or Defective Products

If you receive a product that is:

  • Damaged during delivery

  • Expired

  • Defective or not working as intended

  • Incorrect (wrong item delivered)

Please contact us within 48 hours of receiving the parcel. Send clear photos of the item(s), the packaging, and shipping label to:
📧 support@S**thafricanpharmacy.com
📞 +27-69-807-8290

We will review the case and, if eligible, offer:

  • A replacement at no extra cost, or

  • A full refund to your original payment method

4. Refunds (If Applicable)

Refunds will be issued once:

  • The returned item is received and inspected, or

  • A return is not required and the case is approved (e.g., damaged/incorrect item)

Refunds are made to the original payment method and typically take 5–10 working days to reflect, depending on your bank or payment provider.

If you haven’t received your refund within this period, please:

  1. Check with your bank or card provider

  2. Contact us at [Insert Email]

5. Return Process

To initiate a return:

  1. Email us at [Insert Email] with your order number, reason for return, and photo evidence (if applicable).

  2. Our support team will review your request within 1–2 working days.

  3. If approved, you will receive return instructions and a return address.

  4. Ship the item(s) back using a trackable courier service.

Return shipping costs:

  • Will be covered by us if the return is due to our error (wrong, damaged, or defective item)

  • Will be covered by the customer for change-of-mind or other voluntary returns

6. Exchanges

We do not offer direct exchanges. If you need a different item, please return the original item (if eligible), and place a new order.

7. Late or Missing Deliveries

If your parcel is delayed or missing, please notify us within 7 days of the expected delivery date. We will investigate with the courier and resolve the matter promptly.

8. Contact Us

If you have any questions about this policy or need assistance, please reach out:

📧 support@southaf**canpharmacy.co.za
📞 +27 69 807 8290
📍 South African Pharmacy,

12 Adderly Str, Capetown, South Africa

Note: This policy complies with the Consumer Protection Act of South Africa (CPA) and relevant pharmaceutical regulations. We reserve the right to amend this policy without prior notice. Please refer to the latest version on our website before initiating a return.being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

  • Gift cards
  • Downloadable software products
  • Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

  • Book with obvious signs of use
  • CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: 12 Adderley Str, Capetown, South Africa

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at support@s**thafricanpharmacy.com for questions related to refunds and returns.

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