Pharmily Return & Replacement Policy

At Pharmily, your health, safety, and peace of mind come first. Every order we dispatch is carefully checked to ensure authenticity, quality, and compliance with pharmaceutical standards. We want every delivery to bring you confidence and satisfaction. In the rare event that something is not right, we are here to help.

1. Can I Return or Exchange My Order?

Yes—returns or exchanges are only eligible under the following conditions:

Eligible Returns

You may request a return or replacement if:

1. The product received is damaged, broken, or the seal is tampered with.
2. You received the wrong item (different from what you ordered).
3. The product delivered is expired or near expiry in a way that compromises safety or use.
4. Delivery was excessively delayed—received more than 3 days after your expected delivery window.

2. When Returns Cannot Be Accepted

To protect all customers and maintain product safety, we are unable to accept returns in the following cases:

Non-Eligible Return Situations

• The product has been opened, used, tested, or partially consumed.
• Items returned more than 48 hours after delivery.
• The customer cannot provide an order number or receipt.
• The customer simply changed their mind or ordered by mistake.

3. Conditions for Accepting a Return

To ensure a smooth process, returned products must:

• Be in their original packaging, fully sealed and untampered.
• Be unopened, unused, and in resalable condition.
• Be accompanied by a valid receipt or order confirmation.
• Be returned within 48 hours from the time of delivery.

Items not meeting these conditions cannot be accepted for refund or exchange.

4. How to Request a Return or Replacement

If your order has an issue, we make the process simple and quick:

Step 1: Contact Us

Call us on 0726 66 98 98 or email us with:

• Your full name
• Order number
• Clear reason for return
• Supporting photos (if applicable)

Step 2: Evaluation

Our team will review your request and confirm whether it meets the return policy.

Step 3: Return / Replacement

• If approved, we will guide you on how to return the item.
• Once we receive and verify the product, we will:
  • Replace your item within 24 hours, OR
  • Process a refund using your original payment method (for eligible cases).

5. Refund Information

Refunds are processed under the following guidelines:

• If the product was damaged, incorrect, or expired, you will receive a full refund for the item.
• Delivery fees are non-refundable.
• If a promotional discount was used, only the amount paid will be refunded (not the full value).
• Refunds are completed within 2 business days after verification.

6. Customer Responsibility

To ensure a successful return:

• Handle the product with care until handed over to us.
• Keep all packaging, labels, and the receipt intact.
• Ensure the item is returned promptly within the allowed timeframe.

7. Our Promise to You

We stand by our commitment to:

• Deliver authentic, high-quality pharmaceutical products
• Prioritize customer safety and satisfaction
• Offer clear, fair, and transparent return processes
• Resolve issues promptly and professionally

Thank you for choosing Pharmily, where your health and trust always come first.