RETURN & REFUND POLICY

Effective Date: September 4, 2026
Last Updated: September 4, 2026

Dr. Med Pharmacy is committed to fair customer-service practices and to complying with applicable Philippine consumer-protection laws, including Republic Act No. 7394, otherwise known as the Consumer Act of the Philippines, and Republic Act No. 11967, otherwise known as the Internet Transactions Act of 2023.

This policy explains when a product may qualify for return, replacement, exchange, or refund and how customers may request assistance.

1. General Consumer Rights

Dr. Med Pharmacy does not apply a blanket “No Return, No Exchange” policy to defective or non-conforming products.

Depending on the circumstances and applicable law, customers may be entitled to an appropriate remedy where a product:

• Is defective
• Is damaged without the customer's fault
• Is expired upon delivery
• Is the wrong product
• Does not materially conform to the order
• Fails to satisfy an applicable warranty or legal obligation
• Is otherwise subject to a repair, replacement, refund, or other statutory remedy

Nothing in this policy limits a mandatory consumer right under Philippine law.

2. Prescription and Over-the-Counter Medicines

Medicines require special handling because their safety may be affected by storage conditions, tampering, contamination, temperature, packaging integrity, and other factors.

For this reason, medicines that were correctly supplied and are not defective or otherwise non-conforming generally cannot be returned or exchanged merely because the customer changed their mind.

This applies to prescription and over-the-counter medicines.

However, statutory rights remain available where a medicine is:

• Damaged during delivery without the customer's fault
• Expired upon delivery
• Incorrectly supplied
• Defective
• Materially different from the product ordered
• Otherwise legally non-conforming

Opening a product does not by itself eliminate a statutory remedy where opening was reasonably necessary to discover a defect or other qualifying problem.

Any return or disposition of medicine remains subject to applicable pharmacy, health, safety, and consumer-protection requirements.

3. Non-Medicine Products and Change-of-Mind Returns

For eligible non-medicine products, including qualifying supplements, medical devices, personal-care products, or general merchandise, Dr. Med Pharmacy may accept a voluntary change-of-mind return when the request is made within 7 calendar days from delivery and all applicable conditions are satisfied.

To qualify for a voluntary change-of-mind return, the product must generally be:

• Unused
• Unopened
• Sealed where originally supplied sealed
• In its original packaging
• Complete with included accessories or components
• In resalable condition
• Free from damage, alteration, contamination, or misuse

The product, packaging, batch, serial number, or other identifying information must reasonably correspond with the product supplied by Dr. Med Pharmacy.

Acceptance of a voluntary change-of-mind return is subject to verification.

This voluntary seven-day arrangement does not reduce or replace any longer or different remedy that a customer may have for a defective or legally non-conforming product.

4. Hygiene-Sensitive and Temperature-Sensitive Products

For safety reasons, products whose quality or safety may be affected by hygiene, tampering, contamination, storage conditions, or temperature control may not be eligible for voluntary change-of-mind returns once delivered.

This restriction does not remove statutory remedies where the product was defective, damaged without the customer's fault, expired, incorrect, or otherwise legally non-conforming at the time of delivery.

5. Products That May Not Qualify for a Voluntary Return

A voluntary return may be refused where:

• The customer simply changed their mind about a medicine
• The product has been used, consumed, altered, contaminated, or damaged by the customer
• A sealed non-medicine product has been opened where intact sealing is reasonably necessary for resale or safety
• Product components, accessories, or original packaging are missing
• The product cannot reasonably be verified as the item supplied by Dr. Med Pharmacy
• Damage resulted from misuse, improper handling, unauthorized modification, or improper storage after delivery
• The return would create an unreasonable health or safety risk

These restrictions do not override mandatory remedies for defective or non-conforming goods.

6. How to Request a Return, Replacement or Refund

To request assistance, contact Dr. Med Pharmacy through:

Email: support@drmedpharmacy.store

You may also use the Contact Us page or available Customer Portal support function.

Please provide:

• Your order number
• The product involved
• A clear explanation of the problem
• The remedy you are requesting
• Photographs or videos where they are reasonably useful to verify damage, an incorrect item, expiration, packaging condition, or another product concern

We may request additional reasonable information where necessary to investigate the claim.

An unboxing video is useful evidence when available but is not automatically the sole basis for determining whether a legitimate consumer remedy exists.

7. Return Instructions

Do not send a product back without first contacting Dr. Med Pharmacy unless we have specifically instructed you to do so.

After reviewing the initial request, we will advise whether the product needs to be returned and provide appropriate return instructions.

Products should be returned in a manner reasonably appropriate to their type, condition, safety requirements, and applicable law.

Where a replacement or refund is provided because of a defect, non-conformity, incorrect product, or other matter for which Dr. Med Pharmacy is responsible, the customer will not be required to bear return costs where applicable law requires the merchant to bear those costs.

For an approved voluntary change-of-mind return of a non-defective product, the customer may be responsible for reasonable return shipping expenses.

8. Inspection and Assessment

Where physical return is necessary, Dr. Med Pharmacy may inspect the product after receipt to confirm:

• Product identity
• Condition
• Packaging
• Batch or identifying information where relevant
• Reported defect or damage
• Whether the product satisfies the applicable return criteria

Inspection is intended to determine the appropriate remedy and does not remove statutory consumer rights.

We will communicate if further information is required.

9. Replacement

Where replacement is the appropriate remedy and replacement stock is available, Dr. Med Pharmacy may arrange replacement of the affected product.

Where an identical product is unavailable, we may discuss another appropriate remedy with the customer, including refund where applicable.

For products incorrectly supplied or defective without the customer's fault, the customer will not be charged for a replacement where prohibited by law.

10. Refunds

Where a refund is approved, Dr. Med Pharmacy will initiate the refund without unreasonable delay after the necessary review or return requirements have been satisfied.

Whenever reasonably practicable, refunds for online payments will be returned through the original payment method.

The time required for the refunded amount to appear in the customer's account may vary depending on the bank, card issuer, e-wallet, payment processor, or other financial institution involved.

Dr. Med Pharmacy does not control the internal posting time of independent financial institutions after a refund has been successfully transmitted to them.

If the original payment method is no longer available or a refund through that method is technically infeasible, Dr. Med Pharmacy may arrange an alternative verified method, such as an appropriate bank or e-wallet transfer, after confirming the recipient's identity and account information.

For Cash on Delivery transactions, an approved monetary refund may require a verified alternative refund method because the original transaction was paid in cash.

11. Damaged, Expired or Incorrect Items

If you receive a product that is damaged, expired, incorrect, or otherwise appears materially non-conforming, contact us as soon as reasonably possible.

Please keep the product and relevant packaging while the concern is being reviewed unless safe handling requires otherwise.

Where the problem is confirmed and Dr. Med Pharmacy is responsible, an appropriate remedy will be provided in accordance with applicable law without improperly shifting the cost of the merchant's error to the customer.

12. Buyer-Caused Damage

A return, replacement, or refund may be denied where the problem was caused solely by the customer's:

• Mishandling
• Misuse
• Improper storage
• Unauthorized modification
• Negligence
• Failure to follow reasonable product or storage instructions

This does not apply where a defect or non-conformity existed independently of the customer's conduct.

13. Cancellation Refunds

If an order is successfully cancelled before shipment and payment has already been collected, any amount properly due for refund will be handled through the applicable refund process.

Once an order has been shipped, it can no longer be cancelled, but the customer's applicable return, replacement, and refund rights remain available after delivery.

14. Complaints and Internal Review

If you disagree with the outcome of a return or refund request, you may ask Dr. Med Pharmacy support to review the concern.

We encourage customers to provide complete information so the matter can be investigated efficiently.

Use of our internal complaint process does not waive any right to pursue an available remedy before the Department of Trade and Industry, another competent government authority, an alternative dispute-resolution mechanism, or a court where permitted by law.

15. Contact

For returns, replacements, refunds, damaged products, incorrect products, or related concerns, contact:

Dr. Med Pharmacy
Email: support@drmedpharmacy.store

Please include your order number whenever available.