Medicines Mart strives to do its best to ensure the products and services we deliver are of the utmost quality and meet clients’ requirements. For your own good and that of other customers, once a product has left our pharmacy, it may not be returned for resale. This rule is to ensure that no product has been outside the control of our pharmacy. It is therefore your responsibility to immediately ensure, upon receiving the product(s) that it is intact, in good condition, and matches what you ordered.
In the highly unlikely event that you receive a damaged, incomplete, or wrong product, returns may be made subject to the following conditions:
- Items being returned must be unused/unopened, in their original container, with all packaging intact as when dispensed
- Items being returned will only be accepted if they are returned within 1 hour of purchase (for in-store purchases); or if we are immediately notified on receipt, the issue warranting the return, before you dispatch the delivery personnel (for online and delivery services)
- Product is returned with original sales receipt
- Returned products will be exchanged with new stock of the same product
- Change of mind exchanges or returns are not accepted
- Products that require controlled storage conditions cannot be returned
We are not responsible for:
- Errors identified by your prescriber on your prescription, after supply has been made
- Damage to product due to failure to attain the package within reasonable time after delivery
RETURN PROCESS
In-store Purchases
- Product must be returned immediately, within no more than 1 hour of purchase, to the pharmacy, to initiate the return process
- Our Client Services team will verify the return request
- You will receive a reference number for the return
- The return claim will be vetted by our team
- Where the return claim is found to be valid, an exchange process will be initiated, replacing the returned product with new stock of the same product
- Where new stock of the product is not immediately available, Medicines Mart will initiate a process to have the product replaced by the wholesaler, manufacturer or distributor, as which case may apply
- You will receive regular feedback on the state of your return request, and regular updates as we receive, for the exchange. Alternatively, you may opt to exchange the returned product with a different but similar product which meets your requirement.
Online Purchases
Online purchases should be immediately checked as soon as delivery is made, before dispatching the delivery personnel off. In the event that the product supplied warrants a return:
- You must inform us immediately via our contact numbers, of the issue warranting the return of the product.
- The product being returned should then be handed back to the delivery personnel, initiating a delivery reversal, where the product is returned directly back to the pharmacy
- We will notify you once we take receipt of your returned product. You will receive a reference number for the return
- The return claim will be vetted by our team
- Where the return claim is found to be valid, an exchange process will be initiated, replacing the returned product with new stock of the same product
- Where new stock of the product is not immediately available, Medicines Mart will initiate a process to have the product replaced by the wholesaler, manufacturer or distributor, as which case may apply
- You will receive regular feedback on the state of your return request, and regular updates as we receive, for the exchange. Alternatively, you may opt to exchange the returned product with a different but similar product which meets your requirement.