How can I cancel an order?
An order for products can be cancelled from the ‘Order Details’ screen on the Pharmacare Website or by calling our customer care number 30322566 before it is marked as “Out for Delivery”. Else, you can refuse it at the time of delivery and a refund will be processed as per the Refund Policy.
What is the time period for return of orders?
1.2 All Products
All products ordered from the Platform can be returned within 3 days from the date of delivery.
[Note- Currently, the Company is not charging any shipping charges for returns from you.]
Which Products are not eligible for Returns?
2.1 Products Not Eligible for Return- As per terms offered by all the sellers on the Platform, the products shall not be eligible for a return under the following circumstances-
If the item has been opened, partially used or disfigured. The user is strongly advised to check the package carefully at the time of acceptance of products by the user from the user’s delivery agent;
If the product has any water damage
If the product packaging and/or packaging box and/or packaging seal has been tampered with. The user is strongly advised to check the package carefully at the time of acceptance of products by the user from the user’s delivery agent and it is emphasized that the user should not accept the order if the package appears to be tampered;
If it is mentioned on the product detail page that the product is non-returnable;
Any accessories/freebies supplied with the product are missing;
If the product does not have serial number / UPC number/ barcode affixed, which was present at the time of acceptance of products by the user from the user’s delivery agent;
Any damage/defect which is not covered under the manufacturer's warranty;
The product is without original packing and accessories/freebies;
If the product is damaged due to misuse;
Products related to personal care, baby care, food & nutrition, healthcare devices, Covid essential products including but not limited to masks and gloves, sexual wellness products including but not limited to condoms, pregnancy/fertility kits, any other products such as but not limited to diapers, health drinks, health supplements, glucometers, glucometer strips/lancets, health monitors, etc. Additionally, we do not take return of certain items such as sexual wellness products, diapers, etc. However, the Company shall accept return if aforementioned products are defective, deficient or spurious or not of the characteristics or features as advertised or if they are delivered late.
Additional Note –
3.1 Items marked as "non-Returnable" on the product detail. If such an item is indeed returned along with another returnable item, Suffolk International Medicals will disallow a refund or return of the “non-Returnable” product to you.
How to Return?
You can raise a return request within the time frame mentioned above by following these simple steps on the Platform:
Go to Pharmacareonline.qa / Pharmacare.qa
Select Chat support
Inform our Customer Care Support Agent, about the item you need to return with a reason of why are you returning it.
Confirm with chat agent that your product/order is eligible for return.
You can also place a request for return of any product by calling the customer support at 30322566.
After your return request is processed, we will pick up the return items as per the following timelines:
Upon Process and Approval, within 2 to 4 Days.
Please keep the return package ready in its original packaging with all the labels intact. You are also requested to keep a copy of the invoice/ bill handy for verification.
When can I expect the amount to be refunded?
1.1 Once the pick-up is completed and the product is verified by the seller, a refund of the total amount paid for the products returned by you will be initiated for eligible returns as mentioned above excluding delivery charge.
Refund will be initiated only post successful verification of the products by the seller. Please note that the verification process may take:
We will process the request 48 hours from the time of pick up from your location.
Online refunds may be delayed due to bank policies and may take up to 14 working days
You understand and acknowledge that we reserve the rights to claim back any refund that has been processed by us as a result of fraudulent activities such as return of wrong products or wrong quantity of the products.
Assured Delivery Cashback Eligibility:
Kindly note the following criteria for eligibility for assured delivery Cashback:
1.1 Delivery assurance is for the date of delivery and not for the time of delivery.
1.2 If eligible, cashback will be processed within 48 hours of order delivery/completion.
1.3 Orders, where delay is from customer's end, will not be considered for the cashback.