Returns, damaged and used medicines

Check your order when it arrives

If you can, open the parcel in front of the rider. Check that:

• it is the medicine, strength and quantity you ordered;
• the pack is sealed and not damaged, leaking or crushed;
• the expiry date is good (not past, and with enough time left for the course you need);
• for medicines that must be kept cold, such as insulin, the pack is still cold.

If something is wrong, tell the rider and the pharmacy straight away.

What the pharmacy must put right

Tell the pharmacy within 24 hours of delivery if:

• you received the wrong medicine, strength or quantity;
• the pack is damaged, leaking, opened or looks tampered with;
• the medicine is expired;
• the medicine is faulty (for example crushed, discoloured or strange-smelling tablets, or a leaking bottle).

In these cases the pharmacy replaces the medicine or refunds you, whichever you prefer where possible, and pays for the delivery of the replacement. A refund is sent within 3 working days, as described in Cancellations and refunds.

How to report: use the WhatsApp or phone button on your order page. Send clear photos of the whole pack (front and back), the batch number, the expiry date and the problem. Keep the pack, and the delivery bag or label, until the matter is settled.

Opened or used medicines

Medicines that have been delivered, opened or used cannot be taken back, unless they are the wrong item, damaged, expired or faulty, as described above. Once a medicine has left the pharmacy, nobody can be sure how it was stored or handled, and giving it to the next patient could put that person at risk. For the same reason, a medicine that comes back is not put back on the shelf.

If you changed your mind or ordered by mistake

Because medicines are health products, we cannot normally take them back just because you changed your mind or ordered the wrong one. Cancel before the order is sent (see Cancellations and refunds). If a pack is still sealed, unopened, in date and undamaged, you can ask the pharmacy whether it will accept it back. That is the pharmacy’s choice, and you would normally pay for the return delivery.

Medicines that must be kept cold

Medicines such as insulin and some injections, eye drops and vaccines must be kept at the right temperature. Once delivered, we cannot tell whether they were kept cold, so they cannot be taken back. If one arrives warm, damaged or leaking, tell the pharmacy straight away and do not use it.

Safety problems have no time limit

The 24-hour limit is only for wrong, damaged, expired or faulty items. If you think a medicine is fake, if it caused a reaction, or if you are worried about its safety, do not use it, keep the pack, ask your doctor or pharmacist what to do next, and tell the pharmacy and us at any time. See Medicine safety and side effects.

What happens next

The pharmacy looks at your photos and replies. If you and the pharmacy cannot agree, contact us with your order number and photos, and we will look into it. Your legal rights as a consumer in Pakistan stay as they are.