At a glance Added
| Situation | What you can expect | Window |
|---|---|---|
| Wrong, expired, damaged, or defective item received | Free replacement or refund (after verification) | Report within 48 hours |
| Order lost in transit / no tracking movement | Free reshipment or refund | 7–14 day courier investigation |
| Cancellation before dispatch | Full refund | Before packing/dispatch |
| Changed mind / no longer needed | Not eligible | — |
| Held or seized by customs | Not eligible (outside our control) | — |
01Returns policy
Due to health, hygiene, and regulatory reasons, we cannot accept returns of medicines once they are sold and delivered. Pharmaceutical items cannot be reused or resold once dispatched from our facility.
We do not accept returns for
- Opened or partially used medicines
- Temperature-sensitive items
- Damaged packaging after delivery
- Medicines delivered correctly but no longer needed
- An incorrect address provided by the customer
- Orders delayed due to customs or courier issues
Exception
A return may be considered only if you receive the wrong product, or the product is expired, damaged, or defective upon arrival. In such cases, you must inform us within 48 hours of delivery with order ID, clear photos or video of the product received, and batch number and packaging details. Our team will verify the issue before approving a return or replacement.
02Refund policy
When a refund is applicable
You are eligible for a refund if:
- The order is lost in transit
- The shipment is returned to us due to courier issues (not customer error)
- We are unable to dispatch the order due to stock unavailability
- A wrong, damaged, or expired product is delivered (verified through evidence)
Refund not applicable
Refunds will not be issued if:
- The customer provided an incorrect or incomplete address
- The shipment was held, delayed, or seized by customs
- The customer refused delivery
- The customer no longer needs the product
- The order was delivered correctly but the user changes their mind
- The customer fails to provide required documentation (e.g. prescription, proof of identity if needed)
03Reshipment policy
If your order is confirmed lost in transit (after a 7–14 day investigation period with the courier), we will reship your order free of charge. Reshipment is offered once per order.
04Cancellation policy
You may cancel your order before it is packed or dispatched. Once packing or dispatch has begun, cancellation is no longer possible. To cancel, contact us immediately via our Contact Us page. If your cancellation is approved, a full refund will be processed.
05Customs-related issues
International orders may be subject to customs inspection, duties, or import restrictions depending on the destination country. OnlineMeds.org is not responsible for orders held or seized by customs authorities. Customs decisions are outside our control and refunds are not issued in these cases.
06Damaged or wrong product
If you receive a damaged, expired, or incorrect product, please contact us within 48 hours of delivery with your order ID, photos or video of the issue, and the batch number from the packaging. We will verify and arrange a free replacement or refund.
07Non-delivery cases
If your tracking shows no movement for more than 14 business days, contact us. We will open a courier investigation. If the order is confirmed lost, we will reship or refund at no additional cost to you.
08Contact us
For any return, refund, or cancellation queries:
- By form: Visit our Contact Us page
- By email: [email protected]