Return Policy
Refund & Return Policy
Last updated: September 2026
Thank you for shopping with Pharmacoline. This Refund & Return Policy explains our rules regarding order cancellations, returns, refunds, damaged products, incorrect shipments, and other order-related issues.
Because many products sold by Pharmacoline may require specific storage, handling, hygiene, temperature, or chain-of-custody conditions, our ability to accept returned products is limited.
Please review this policy before placing an order.
1. Order Cancellations
If you need to cancel an order, please contact us as soon as possible at info@pharmacoline.com.
An order may be cancelled if the request is received before the order has entered preparation or dispatch.
Once an order has entered preparation, been handed to the courier, or been dispatched, cancellation may no longer be possible.
If Pharmacoline cancels an order because a product is unavailable, affected by a pricing or inventory error, or cannot be supplied, any applicable payment received for the cancelled item or order will be refunded.
2. Returns
Due to the nature of many products sold through Pharmacoline, we generally cannot accept returns simply because a customer changes their mind after an order has been dispatched.
This is particularly important for products where appropriate storage, temperature, hygiene, packaging integrity, or chain of custody cannot be independently verified after the product leaves our control.
A return may be considered when:
- An incorrect product was sent.
- A product arrived damaged.
- An item is missing from the shipment.
- There is another verified problem attributable to order preparation or fulfillment.
- Pharmacoline specifically authorizes the return after reviewing the circumstances.
Do not send products back without contacting Pharmacoline and receiving return instructions first.
Unauthorized returns may not be accepted or eligible for reimbursement.
3. Reporting an Order Problem
If there is a problem with your order, please contact us promptly after delivery at:
Please provide:
- Your order number.
- The name of the affected product.
- A clear description of the problem.
- Clear photographs of the product and packaging where relevant.
- Photographs of the shipping package and shipping label if the shipment arrived damaged.
- Any other information reasonably requested to review the claim.
Please keep the product, original packaging, shipping carton, labels, and related materials until we have completed our review.
Providing complete information helps us investigate the issue with our fulfillment team or shipping provider.
4. Damaged Products
We take reasonable care when preparing and packaging orders for international transportation.
If a product appears to have been damaged during shipment, contact us promptly and provide photographs showing the condition of the shipment, packaging, and affected product.
We will review the circumstances and, where appropriate, may also investigate the shipment with the courier.
Depending on the circumstances and available evidence, an eligible resolution may include replacement, store credit, partial refund, or refund.
The appropriate resolution will depend on the nature of the problem and applicable requirements.
5. Incorrect or Missing Products
If Pharmacoline sends an incorrect product or an item is missing from your shipment, please contact us promptly.
After verifying the issue, we will determine an appropriate resolution, which may include sending the correct or missing product, providing store credit, or issuing an applicable refund.
6. Product Condition & Storage
Products should be inspected promptly after delivery and handled according to applicable manufacturer storage and handling information.
A claim may not be eligible for a refund or replacement when a problem results from circumstances occurring after delivery, including improper storage, handling, misuse, alteration, or failure to follow applicable manufacturer requirements.
7. Refunds
When a refund is approved, Pharmacoline will process the applicable amount using an available and appropriate refund method.
Where possible, refunds will be made to the original payment method. Depending on the payment provider, bank, card issuer, and payment method, additional processing time may be required before the refunded amount appears in your account.
Original shipping charges, customs duties, taxes, payment-processing costs, return-shipping charges, and other non-recoverable costs may not be refundable unless the refund results from an error attributable to Pharmacoline or otherwise required by applicable law.
We will provide information about the applicable refund when your claim has been reviewed.
8. Return Shipping
If Pharmacoline authorizes a physical return, we will provide instructions before the product is shipped back.
Responsibility for return-shipping costs will depend on the reason for the return.
If a verified return results from an incorrect product or another fulfillment error attributable to Pharmacoline, we will determine the appropriate return-shipping arrangement.
For other authorized returns, the customer may be responsible for return-shipping and related costs.
Products should not be returned without prior authorization.
9. Customs, Import Duties & Refused Shipments
International customers are responsible for checking the customs, import, and regulatory requirements applicable to their destination before ordering.
Customs duties, import taxes, brokerage fees, and other destination-specific charges are generally the responsibility of the recipient unless explicitly stated otherwise.
A shipment refused or abandoned because the recipient does not pay applicable customs charges, provide requested documentation, accept delivery, or comply with destination import requirements does not automatically qualify for a full refund.
If such a shipment is returned to Pharmacoline, any potential refund will be reviewed after the shipment is received and its condition and associated costs are determined.
Non-recoverable shipping charges, return-shipping costs, customs charges, duties, taxes, handling fees, or other costs incurred as a result of the refused or returned shipment may be deducted from any refund where permitted by applicable law.
If a shipment is seized, destroyed, or otherwise not returned because of destination-country restrictions or customs decisions, refund eligibility will depend on the circumstances and applicable requirements.
10. Delivery Delays
Estimated shipping times are provided on our Shipping & Delivery page.
Our current general estimate is:
Order Preparation: 1–5 working days
Estimated Shipping: 3–6 working days after dispatch
These are estimates rather than guaranteed delivery dates.
Courier delays, customs clearance, weather, public holidays, destination-specific procedures, and other circumstances outside our reasonable control may affect delivery time.
A delivery occurring later than the estimated period does not automatically make an order eligible for a refund.
If a shipment appears to be lost or experiences an unusual delay, please contact us so that we can review the tracking information and, where appropriate, investigate with the courier.
11. Incorrect Shipping Information
Customers are responsible for providing complete and accurate shipping information when placing an order.
If a shipment cannot be delivered because the customer provided an incorrect or incomplete address, telephone number, recipient information, or other required delivery details, additional shipping or return costs may apply.
Refund eligibility in such circumstances will depend on whether the shipment is successfully returned, the condition of the returned products, and any non-recoverable costs.
12. Products Not Eligible for Change-of-Mind Returns
Unless otherwise required by applicable law or specifically authorized by Pharmacoline, we generally do not accept change-of-mind returns for:
- Products requiring controlled or specific storage conditions.
- Temperature-sensitive products.
- Injectable or professional-use products.
- Opened or used products.
- Products with damaged or removed seals.
- Products whose packaging integrity has been compromised.
- Products that cannot be safely resold because their storage or chain of custody after delivery cannot be verified.
- Products specifically ordered or supplied for a customer on a special-order basis.
This restriction does not prevent customers from contacting us about products that were damaged, incorrect, missing, or otherwise affected by a verified fulfillment problem.
13. Chargebacks & Payment Disputes
If you believe there is a problem with an order or payment, we encourage you to contact Pharmacoline first so that we can investigate and attempt to resolve the issue.
Submitting false, fraudulent, or misleading payment disputes may result in account restrictions and may be contested using applicable order, payment, tracking, delivery, and communication records.
Nothing in this section prevents a customer from exercising legitimate rights available through their payment provider or applicable law.
14. Mandatory Consumer Rights
Nothing in this Refund & Return Policy is intended to exclude, restrict, or override consumer rights that cannot legally be excluded under applicable law.
Where mandatory legal requirements conflict with a provision of this policy, the applicable mandatory requirement will govern.
15. Changes to This Policy
We may update this Refund & Return Policy from time to time to reflect changes in our services, fulfillment procedures, shipping arrangements, or applicable requirements.
The current version will be published on this page with its latest update date.
16. Contact Us
If you have a question about a return, refund, damaged shipment, incorrect product, or other order issue, please contact:
Pharmacoline
Email: info@pharmacoline.com
Please include your order number when contacting us about an existing order.
Additional contact information is available on our Contact Us page.