Return & Refund Policy

Ashmed Pharmacy – Return & Refund Policy

​At Ashmed Pharmacy, we respect your rights as a consumer and fully comply with South African consumer laws, including the Consumer Protection Act (CPA) and, where applicable, the Electronic Communications and Transactions Act (ECTA) cooling-off rules for online purchases. Our goal is to be fair to our customers while protecting our community health and safety standards. ✅

​🛒 Returns for Unwanted / Non-Defective Items (“Change of Mind”)

​We accept returns for eligible products you no longer want, provided they meet the following conditions:

  • ​They are completely unused and unopened (where applicable).
  • ​They are in their original packaging with all parts, seals, and accessories intact.
  • ​They are in a 100% re-sellable condition.
  • ​They are returned with valid proof of purchase.

​⏱ Return Window: You may request a return within 30 days of delivery.

​🚚 Return Shipping: For change-of-mind returns, return shipping/collection is for the customer’s account. Original delivery fees are non-refundable (unless the return is due to our error).

​🔍 Inspection & Approval: All returns must be pre-approved in writing before sending anything back. Refunds are processed only after we receive, inspect, and approve the returned item.

​Online Cooling-Off Note: If your purchase qualifies for the ECTA cooling-off period and you cancel within 7 days of delivery, the return will be handled in line with that framework (only the direct cost of returning the goods may be charged).

 

​🚫 Non-Returnable Items (Hygiene & Safety Strict Exceptions)

​Due to strict health, safety, and pharmacy regulations, the following items cannot be returned or exchanged if opened, unsealed, or used (unless they are found to be defective, incorrect, or damaged on arrival as allowed by law):

  • ​💊 Medicines & pharmacy consumables
  • ​🧴 Vitamins, supplements, and ingestibles
  • ​🧼 Personal care, cosmetics, and hygiene products
  • ​🩺 Sterile or sealed medical devices and items once opened
  • ​⌛ Products that expire quickly or cannot be returned by their nature

​🛡️ Defective, Damaged, Incorrect, or Misrepresented Items

​We will replace or refund any product that:

  • ​Is defective or expired on arrival.
  • ​Was damaged in transit.
  • ​Was incorrectly delivered.
  • ​Was materially misrepresented on our website.

​✅ Your Responsibilities: Please report any of these issues within 48 hours of delivery. You must provide clear evidence (such as photos or videos 📸) and retain the original packaging where possible.

​🚚 Shipping Costs: In these specific cases, Ashmed Pharmacy covers all return and replacement shipping costs.

​🔁 Exchanges

​Exchanges are allowed within 7 days if the product is completely unused, sealed, and re-sellable. You must notify us within 48 hours of delivery, and you will be responsible for the shipping costs unless the error was ours.

​💵 Refund Timing

​Refunds are processed within 5 business days after we receive and inspect the returned product. Please note that bank processing and reflection times may vary.

​⚖️ Your Legal Rights (CPA)

​Under Section 56 of the CPA, consumers may return defective goods within 6 months (subject to standard assessment). Where applicable, you may choose a repair, replacement, or refund. We will always honor these legal rights.

​💡 TL;DR (The Quick Summary)

  • ​If it’s our mistake: We fix it immediately. We cover shipping and will refund or replace the item.
  • ​If you changed your mind: You have 30 days. The item must be completely sealed/re-sellable, and you pay for the return shipping.
  • ​If it’s defective: The CPA applies. You have up to 6 months for a legal assessment, repair, replacement, or refund.