Returns and refunds
Medicines are handled differently from ordinary retail goods, for safety reasons. Here is exactly what we can and cannot take back.
What we always take back
- The wrong product, or the wrong pack size.
- A damaged, leaking or broken-sealed pack.
- Anything expired, or too close to expiry to use.
- Items missing from a delivered order.
What we cannot take back
- Medicines whose seal has been opened, once they have left our custody. Storage conditions cannot be verified after that, so they cannot be resold safely.
- Refrigerated items, including insulin, unless the fault is ours.
- Opened personal care, cosmetic or baby products.
How to report a problem
Tell us within 48 hours of delivery. Call 09600 000 000 or use the contact form, with your order number and a photo of the item and its pack. Photos let us settle most cases the same day without a pickup.
How refunds are paid
Approved refunds go back the way you paid. bKash, Nagad and Rocket refunds are usually completed within 3 working days; card refunds take 5 to 10 working days depending on your bank. For cash on delivery, we refund to the mobile wallet number you give us. Delivery charges are refunded whenever the fault was ours.
Cancelling before delivery
You can cancel free of charge from the order details page while the order is still pending or confirmed. Once it has been packed, call us instead and we will sort it out.