Altruist Pharmacy – Refund and Returns Policy
At Altruist Pharmacy, your health and safety are our highest priorities. We are committed to providing you with high-quality products and excellent service. This policy outlines the conditions under which we can accept returns and process refunds, in compliance with the laws of Ghana and for the protection of all our customers.
General Policy Overview
Due to the nature of pharmaceutical products and for public health and safety reasons, we have strict guidelines on returns. Medications and most health-related products are highly sensitive to storage conditions, and we cannot guarantee their safety and efficacy once they have left our control. Therefore, as a general rule, all sales of prescription and over-the-counter medications are final.
However, your right as a consumer under the Sale of Goods Act, 1962 (Act 137) is fully respected. If a product is defective, damaged, or not as described, you are entitled to a refund or exchange.
Conditions for Returns & Refunds
We will gladly accept returns and process a full refund or exchange under the following specific circumstances:
-
Damaged or Faulty Products: If you receive a product that is visibly damaged, has a broken seal, or is faulty in any way (e.g., a medical device that doesn’t work), please contact us immediately. We will arrange for an exchange or a full refund upon verification.
-
Incorrect Item Received: If you receive a product different from the one you ordered, please notify us within [e.g., 24 hours] of receipt. We will correct the error by providing the correct item or issuing a full refund, including any delivery charges you may have incurred.
-
Product Not as Described: If the product you received does not match the description on the packaging or your prescription, you have the right to return it for a refund or exchange.
Products That Cannot Be Returned
For your safety and the safety of our other customers, we cannot accept returns for the following items unless they fall under the “Damaged or Faulty” conditions listed above:
-
All Prescription Medications: Once a prescription medication has been dispensed, it cannot be returned. This is to prevent tampering and to ensure the integrity and efficacy of the product.
-
Over-the-Counter (OTC) Medicines: Similar to prescription drugs, OTC medicines cannot be returned once purchased.
-
Personal Care & Hygiene Products: Items such as sanitary products, diapers, and certain personal health devices are non-returnable due to hygiene reasons.
-
Perishable Goods: Any item with an expiration date that may be compromised by improper handling.
How to Initiate a Return
To initiate a return for a qualifying product, please follow these steps:
-
Contact Us Immediately: Call us at [Your Phone Number] or email us at [Your Email Address] within [e.g., 24-48 hours] of receiving the product.
-
Provide Proof of Purchase: We require a valid receipt or proof of purchase for all returns. This is essential for us to track the transaction and ensure your consumer rights are protected.
-
Describe the Issue: Clearly explain the reason for the return (e.g., “damaged packaging,” “wrong item”). Attaching a photograph of the damaged or incorrect item is highly recommended.
-
Do Not Use the Product: To be eligible for a return, the product must be unused and in the same condition that you received it, with its original packaging and any included leaflets or accessories.
Refund Process
Once we have received and inspected your returned item, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed and a credit will be applied to your original method of payment within a reasonable timeframe.
Please note that this policy is subject to change in accordance with any new or updated regulations from the Food and Drugs Authority (FDA) Ghana or other relevant government bodies.
For any questions about our refund and returns policy, please do not hesitate to contact us. We are dedicated to your well-being.