Refund policy

Medicines and prescription products

For patient safety, quality assurance and regulatory reasons, medicines that have left the pharmacy’s control cannot be returned to stock or re-dispensed. We therefore do not accept returns, exchanges or refunds for medicines due to a change of mind, incorrect ordering by the customer, or products that are no longer required.

A return may be considered where:

  • The medicine or its packaging was defective or damaged at the time of supply;
  • The incorrect medicine, strength, dosage form or quantity was supplied; or
  • The product does not reasonably conform to the order or prescription.

Any return, replacement, or refund is subject to assessment and authorisation by the dispensing pharmacy. Nothing in this policy limits any rights available under applicable South African consumer-protection legislation in relation to defective, unsafe or incorrectly supplied goods. The Consumer Protection Act provides remedies for goods that fail to meet required quality standards.

Damaged, defective or incorrect orders

Please inspect your delivery as soon as it is received. Should any product be damaged, defective, missing or incorrectly supplied, please contact us within 36 hours of delivery so that the matter can be investigated promptly.

Please provide:

  • Your order number and date of order;
  • The name of the affected product;
  • The batch number of the affected product;
  • A clear description of the problem;
  • Photographs of the product, packaging and delivery parcel; and
  • Details of any temperature or cold-chain concern, where applicable.

Please retain the product and all original packaging until you receive further instructions. Do not use, discard or return the product without authorisation.

The 36-hour reporting period assists us in investigating courier damage, shortages and cold-chain concerns. It does not exclude any non-waivable rights that may apply under South African law.

Cold-chain and temperature-sensitive products

Temperature-sensitive medicines must be refrigerated or stored according to the instructions supplied immediately upon delivery.

Where a cold-chain concern is suspected, please contact us immediately and provide photographs of the packaging and any available temperature indicator. Do not use the medicine until the dispensing pharmacy has assessed the matter and advised you further.

A product will not automatically be regarded as defective merely because an ice pack is no longer frozen when delivered. The dispensing pharmacy will assess the product’s stability, transport conditions and applicable storage requirements.

Incorrect delivery information and unsuccessful delivery

We cannot accept responsibility for delays, failed deliveries or compromised products caused by:

  • An incomplete or incorrect delivery address;
  • An unavailable recipient;
  • Failure to collect a parcel within the courier’s required timeframe;
  • Failure to follow the supplied storage instructions; or
  • A request to redirect the parcel after dispatch.

Additional courier charges arising from incorrect information or unsuccessful delivery may be charged to the customer.

Approved remedies

Once the matter has been investigated and the claim approved, the appropriate remedy may include:

  • Replacement of the affected product;
  • Correction of the order;
  • A credit; or
  • A refund, where appropriate.

Refunds will be processed to the original payment method where reasonably possible. Delivery charges will only be refunded where the error or defect arose from the supplier, dispensing pharmacy or appointed courier.

How to report a problem

Please send all returns, damages and order-related queries to:

sarita@biomatik.co.za

Include your order number and all supporting information so that the query can be assessed without unnecessary delay.

Do not send medicines back without prior written authorisation. Unauthorised returns may not be accepted.