At Hale Pharmacy, patient safety, product integrity, and regulatory compliance guide our refund practices. Due to the sensitive nature of medicines and healthcare products, refunds are strictly controlled.
1. General Refund Rule
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Medicines, cosmetics, and healthcare products are not refundable once sold or delivered, except under specific conditions stated in this policy.
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This policy complies with pharmacy practice standards and health safety regulations.
2. Eligible Refund Cases
A refund may be approved only if the error is directly attributable to Hale Pharmacy, including:
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Wrong product supplied.
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Wrong strength, dosage form, or quantity dispensed.
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Product delivered in a damaged, leaking, or tampered condition.
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Product found to be expired at the time of sale or delivery.
All refund issues must be reported within 24 hours of purchase or delivery.
3. Non-Refundable Items
The following items are strictly non-refundable:
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Correctly dispensed prescription-only medicines.
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Opened, used, or unsealed products.
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Temperature-sensitive or cold-chain medicines once they leave the pharmacy.
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Cosmetics, personal care items, baby feeding items, hygiene products, and medical devices once opened.
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Near-expiry, clearance, or promotional items clearly marked “No Refund”.
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Items returned without original packaging or proof of purchase.
4. Refund Method and Timeline
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Refunds are processed using the original payment method, where possible.
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Mobile money refunds will be sent to the same number used for payment.
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Cash or electronic refunds may take 3 to 7 working days after verification and approval.
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Delivery fees are non-refundable, except where the delivery error was solely caused by Hale Pharmacy.
5. Verification and Approval
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All refund requests undergo internal verification by the supervising pharmacist or management.
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Customers must provide proof of purchase, including receipt, invoice, or delivery confirmation.
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Hale Pharmacy reserves the right to decline any refund request that does not meet policy conditions.
6. Online and Delivery Orders
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Customers must inspect items immediately upon delivery.
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Any issues must be reported before the rider leaves or within 24 hours of delivery.
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Claims reported after this period may not be eligible for a refund.
7. Policy Abuse
Repeated or suspicious refund requests may result in refusal of future refunds or service.