Return and Exchange Policy
Please review the conditions below before requesting a product return or exchange. Medicines and other regulated healthcare products are subject to strict safety, handling, and disposal requirements.
Once a medicinal product leaves a licensed drug establishment, it may never be resold and, with narrow exceptions, may not even be accepted back.
When a return may be accepted
- Defective or Damaged Product.
The item was damaged upon delivery or found to have a hidden fault or defect.
- Incorrect Item Delivered.
The product received is fundamentally different from what was specified in the order (wrong item, wrong strength, etc.).
- Expired Upon Purchase/Delivery.
The medicine or product was already expired when the customer received it.
- Adulterated, Misbranded, or Counterfeit.
The product is found to be adulterated, misbranded, or counterfeit, as defined by the FDA.
- Product Recall.
The return is due to an official product recall by the manufacturer or regulatory authorities.
When a return cannot be accepted
- Change of Mind.
This does not entitle consumers to a return or refund for a change of mind as per DTI Regulations.
- Opened or Used Products.
Due to strict health, hygiene, and safety regulations, once a medication or sealed item has been opened, used or its protective seal broken, it generally cannot be returned or restocked unless it is defective.
- Improper Storage/Handling by the Customer.
The seller is not responsible for defects or damage caused by the customer’s improper handling or storage of the product after purchase.
- Compounded Prescription Medicines.
Products that are personalized or compounded specifically for a patient’s prescription cannot be returned, restocked, or reused due to FDA regulations.
- Expired After Date of Sale.
The medicine or product expired after the date of sale.
- Products Requiring Special Storage Conditions.
Biologicals, parenterals, injections, vaccines, and other products of the same nature.
What you need to provide
- Proof of Purchase.
The original official receipt or an alternative proof of sale is required to process any return or exchange.
- Original Condition.
Returned items must be in their original packaging and condition as when received, where applicable.
- Time Limit.
The customer has to initiate the return within seven (7) days from date of sale and for valid reasons.
Regulatory and disposal requirements
The company reserves the right to decline a return or exchange request pursuant to the Consumer Act of the Philippines [RA 7394], The Philippine Pharmacy Act [RA 10918] and other implementing rules and guidelines, as well as Administrative Orders and other Issuances by the Department of Trade and Industry [DTI], Food and Drug Administration [FDA] and Department of Health [DOH].
All validly accepted returned products are properly disposed of and are not resold or put back in the shelves.