Introduction  

Return Instructions for online purchases  

This covers instructions for return of products when online purchases are delivered to you. 

Please note that due to legal restrictions and safety concerns, prescription medications ordered online which are received and accepted by customers cannot be returned to HealthTiket Pharmacy stores.  This is done to maintain the integrity of our products. Once a product is received by a customer, the storage condition becomes the full responsibility of the customer. As a result, we cannot guarantee that the customer has maintained the appropriate storage condition before attempting to return it to us.

Medical devices under warranty can be returned only after establishing defect as a manufacturer error and not customer induced, and this should not be later than (7) seven days after purchase as items returned beyond this cut-off period would not be accepted

STEP 1:  

Receive product from dispatch 

Receive ordered products from the dispatch officer 

STEP 2:  

Examine product for correctness 

Ensure product(s) are well examined and meets your specification based on the order made online. 

HealthTiket  will provide a refund to a customer in accordance with the Consumer Law, when there is proof of purchase, under the following circumstances: 

• If the goods are faulty 
• The goods are not as described by the store  
• The goods do not meet a reasonably expected level of quality 
• The product had expired at the time of purchase. 

Customers are not legally entitled to a refund if: 

• They change their mind or no longer want the goods 
• Knew about the fault prior to purchase or if they cause the fault 
• Choose the wrong size, colour, strength etc. 
• They find the item cheaper elsewhere 

Items not eligible for Returns  

Due to legal restrictions, prescription medications ordered online can‘t be returned 

The following products are not eligible for return under any circumstance 

• Prescription medicines 
• Products requiring special temperature storage conditions i.e. Cold Chain 

Refunds may not be provided on prescription items, pharmacy medicines, pharmacist only medicines, vitamins or baby formula as these products are unable to be returned to stock or re-sold after leaving the premises. 

STEP 3:  

Return product if otherwise 

Please login to your account on our website and select ‘Orders’ then ‘Returns’. At the portal, enter your order information and then select the product(s) you would like to return. Please explain the reason for return, select the appropriate option and upload a photo. You can choose to have the amount returned to your payment method or to your e-wallet. Once you hit confirm, you will be notified that we have received your request and we will begin reviewing immediately.  

STEP 4:  

Refund Processed 

As soon as your returned item is approved by the Company, your refund will be processed by crediting the payment option you chose. 

Unavailable Stock? 

The ordered item would be sourced for and delivered to you between 24 – 48 hours; if still unavailable, we will issue a complete refund as well as offer online-store credit and/or customer loyalty points to hopefully retain your business. We apologize for this inconvenience. 

Shipping/Delivery  

Delivery costs are non-refundable.  

The turn-around-time required to get your replaced product to you may vary depending on your location. 

Customer Support   

Please contact our Customer Services teams via the  WhatsApp chat on our website . 

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