Cancellation & Refund Policy

01

Cancellation before pharmacy acceptance

A user may request cancellation before a pharmacy accepts the request. Where payment has already been authorised or collected, reversal or refund handling will depend on the payment stage and payment-provider process.

02

After acceptance or preparation

Once a pharmacy has accepted a request, started prescription review, procured or prepared medicines, generated an invoice, or handed the order to a delivery partner, cancellation may be restricted. Any available cancellation option will depend on the order stage, medicine condition, pharmacy action, payment method, safety considerations, and applicable law.

03

When a refund or replacement may apply

• The pharmacy cannot fulfil an accepted item and an applicable amount has been collected.
• The customer receives a wrong, damaged, defective, expired, counterfeit, or otherwise non-conforming product.
• An order is cancelled or a delivery fails in circumstances where the applicable law and order stage support a refund.
• A duplicate or incorrect charge is confirmed.

04

Medicine returns

Medicines are health-sensitive goods. Change-of-mind returns may be restricted after delivery because returned medicines may not be suitable for resale. This restriction does not remove statutory remedies for wrong, damaged, defective, expired, counterfeit, or otherwise non-conforming products.

Do not use a medicine if its package is visibly damaged or tampered with. Keep the package, invoice, and clear photographs where possible and report the issue promptly.

05

Refund processing

Approved refunds will ordinarily be initiated to the original payment method unless another lawful method is agreed. A typical bank or payment-provider processing period may be approximately 5–7 business days after initiation, but this is not a guarantee and the actual time is controlled by the relevant financial institution or payment provider.

06

How to report an issue

Contact support promptly with the order ID, a clear description of the issue, and relevant photographs or other evidence. PillRocket may coordinate with the selling pharmacy, delivery partner, and payment provider to investigate and determine an appropriate remedy under this Policy and applicable law.