Cancellations and refunds

If you do not pay

You have 2 hours after placing an order to pay and send your payment details. If nothing has been sent by then, the order is cancelled automatically. You have paid nothing, so there is nothing to refund. You can place the order again.

If you have sent your payment details, the order is never cancelled just because time has passed. The pharmacy checks the payment and decides.

If you want to cancel

• Before you send payment details: press Cancel on your order page. It costs nothing.
• After you send payment details, but before the pharmacy has confirmed or sent the order: message the pharmacy and ask it to cancel. If the order has not been sent yet, it should cancel it and refund you.
• Once the order is on its way, you can no longer cancel because you changed your mind. Medicines are health products and cannot be sold again once they have left the pharmacy. If something is wrong with the order, see Returns, damaged and used medicines.

If the pharmacy cancels

A pharmacy can cancel an order for reasons such as: the medicine is out of stock, the prescription is missing or not valid, it cannot deliver to your address, it cannot reach you, or it cannot find your payment. The pharmacy gives the reason, and you can see it on your order page.

If the order is cancelled after you paid, you get all your money back.

If you sent payment details and the pharmacy cancels because it could not find your payment, it has nothing to refund. But if you did send the money, contact us straight away with your order number, the transaction number and your screenshot, and we will ask the pharmacy to check again.

How you get your refund

• The pharmacy sends the refund by hand, to the same account or wallet you paid from, within 3 working days.
• You get the full amount you paid for the order, including the delivery charge. Any fee your bank or wallet took for sending the money is not part of the refund.
• Your order page shows “Refund due” until the pharmacy marks the refund as sent, and then “Refunded”. Please check your account, and tell the pharmacy if the money has not arrived.
• MedsPK never holds your money, so the refund comes from the pharmacy and not from us.

If your refund is late

If 3 working days have passed, message the pharmacy first. If that does not help, contact us with your order number and we will follow it up with the pharmacy. If a pharmacy does not pay refunds it owes, we may suspend it. The money is paid to the pharmacy and is never held by MedsPK, so the refund has to come from the pharmacy.

If one item is not available

If one medicine in your order is not available, the pharmacy will contact you. You can ask it to cancel the whole order and refund you, or agree with it to send the rest and refund the missing item. Please agree this in writing (WhatsApp is fine) so that both sides know the amount.

Wrong, damaged or expired medicines

These are covered in Returns, damaged and used medicines. You must tell the pharmacy within 24 hours of delivery.

Your legal rights

This page does not take away any right you have under consumer protection law in Pakistan.