Returns & Refunds Policy — Pharmaclin Pharmacy
Effective Date: 02 December 2025
Contact: admin@sydenhampharmacy.co.za | 031 207 7654
Pharmaclin Pharmacy follows the strict guidelines set out by the South African Pharmacy Council (SAPC) and the Medicines & Related Substances Act.
For safety, ethical, and legal reasons, pharmacies are not permitted to accept returned medication of any kind, whether prescription or over-the-counter.
This ensures that all medication supplied to our patients is safe, untampered, and stored according to proper pharmaceutical conditions.
1. Medicines (Prescription & OTC) — No Returns Allowed
In terms of SAPC regulations:
➡️ No medicines may be returned for refund, credit, or exchange once they have left the pharmacy.
This applies to:
- Prescription medication
- Over-the-counter (OTC) medication
- Vitamins and supplements
- Cold-chain and refrigerated items
- Schedule 0–6 medicines
- Any product intended for ingestion or therapeutic use
This rule exists to protect patient safety and prevent re-supply of items that may have been stored incorrectly or tampered with.
2. When We Can Assist
Although returns are not legally permitted, we will gladly help in situations where the responsibility lies with the pharmacy or supplier:
We may replace or refund if:
- The pharmacy dispensed the incorrect item
- The product is confirmed to be defective
- A manufacturer recall is issued
- There is a clear dispensing or packaging error
In these cases, items are handled under regulated destruction or return-to-supplier protocols — they do not go back into stock.
3. Non-Medicinal Products
Non-medicinal items (e.g., toiletries, cosmetics, certain medical devices) may be eligible for return only if:
- They are unopened
- Unused
- In original packaging
- Returned within 7 days
- Accompanied by proof of purchase
Hygiene-sensitive products (e.g., thermometers, nebulizers, breast pumps) cannot be returned once opened.
4. Damaged or Incorrect Products on Delivery
If your delivered order is incorrect, damaged, or incomplete:
- Notify us within 48 hours
- We will correct the issue promptly
- Medicines involved in an error will be destroyed according to pharmacy protocol
5. Refund Processing (Where Eligible)
Refunds (for eligible non-medicine items or pharmacy errors) will be processed:
- To the original payment method
- Within 2–5 working days depending on bank processing
- Once the issue has been verified by the pharmacist
6. Special Orders
Custom or special-order items may not be refundable unless defective or supplied incorrectly, due to supplier restrictions.
7. Why These Rules Exist
Pharmacy return restrictions are not customer service policies — they are legal requirements designed to ensure:
- Patient safety
- Product integrity
- Prevention of contamination
- Compliance with SAPC and SAHPRA regulations
Once medicine leaves the pharmacy, storage conditions can no longer be guaranteed, therefore it cannot legally be accepted back.
8. We’re Here to Help
While we cannot accept returned medicines, we always aim to assist each customer fairly within the boundaries of pharmacy law.
For any concerns or queries:
Pharmaclin Pharmacy
📧 admin@sydenhampharmacy.co.za
📞 031 207 7654