Our approach
We want you to be happy with every order, but medicines are not like other shopping. Once a medicine has left the pharmacy, we cannot know how it was stored, so we cannot safely sell it to anyone else. That is why our rules for medicines are stricter than for other products.
This policy explains what you can return, how to do it and how refunds work.
Non-medicine items: 7-day returns
You can return non-medicine items within 7 days of delivery or pickup if they are:
- unopened and unused
- in their original packaging, with seals intact
- in a condition we can sell again
Examples include many personal care, baby care and household health items, and medical devices that have not been opened.
Some items cannot be returned once opened for hygiene reasons, even if they are not medicines. These include items that touch the body directly, such as thermometers once unwrapped, nebuliser masks, breast pump parts, and opened personal care products. If you are unsure, ask us before opening the pack.
Medicines cannot normally be returned
Dispensed medicines, including prescription-only medicines and over-the-counter medicines, cannot be returned or exchanged once they have left the pharmacy, except when:
- we made an error - for example, we sent the wrong medicine, the wrong strength or the wrong quantity, or
- the product is faulty - for example, the pack was damaged, the seal was broken on arrival, or the product was past its expiry date.
This rule protects everyone. A returned medicine may have been exposed to heat, light or moisture, and there is no way to check that it is still safe and effective.
If a medicine does not suit you, please do not stop a prescribed medicine without advice. Speak to your doctor, or ask a pharmacist for guidance.
Wrong, damaged or missing items
If something is wrong with your order, tell us within 48 hours of delivery or pickup and include a photo. This covers:
- a wrong item, strength or quantity
- a damaged or leaking pack
- a broken or tampered seal
- an item that is expired or very close to expiry
- a missing item
Please keep the item and its packaging until we have sorted it out. Do not use a medicine that looks damaged, discoloured or tampered with.
How to report a problem or start a return
- Find your order number on your order page or receipt.
- Contact us using the contact form or the Show email button on the Contact page, or call the branch that handled your order.
- Tell us what is wrong and attach a clear photo of the item, the label and the packaging.
- We will reply with the next steps, which may be a replacement, a collection or a refund.
Branch phone numbers
- Clifton Branch: +92 21 3587 4410
- Gulshan-e-Iqbal Branch: +92 21 3498 2271
Both branches are open every day from 9:00 to 23:00 PKT.
Returning an item
For eligible non-medicine returns, you can bring the item back to either branch with your order number. Our stores page has addresses and directions.
If we made an error or the item was faulty, we will arrange collection or a replacement at no cost to you within our Karachi delivery zones.
If you are returning an unopened non-medicine item because you changed your mind, you are responsible for bringing it to a branch or for any delivery cost to collect it.
Refunds
Once we have checked the returned item or confirmed the problem, we will refund you using the method that suits how you paid:
- Cash on delivery or cash at pickup - a cash refund at the branch, or a bank transfer to an account in your name.
- Bank transfer - a transfer back to the account you paid from, or to another account in your name.
We aim to process refunds promptly after the return is approved. Bank processing times are outside our control.
Delivery fees are refunded when the return is due to our error or a faulty product. They are not refunded for change-of-mind returns.
Replacements
If we sent the wrong item or a faulty item, we can replace it instead of refunding, if you prefer and if it is in stock. For prescription medicines, a replacement may need a pharmacist to check your prescription again.
Items we cannot accept back
- dispensed medicines (unless we made an error or the product is faulty)
- opened or used items that cannot be resold for hygiene reasons
- items returned after 7 days
- items damaged after delivery through misuse or poor storage
- problems reported more than 48 hours after delivery or pickup, except where the law gives you more rights
Your legal rights
This policy does not affect any rights you have under Pakistani law, including consumer protection law that applies in Sindh. If there is a conflict, the law takes priority.
Questions
If you are unsure whether something can be returned, please ask before opening it. Use the contact form or the Show email button on the Contact page, or call either branch.