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Refunds & Return Policy
Last Updated: December 22, 2025
We want you to be completely satisfied with your purchase. This policy outlines our procedures for returns, exchanges, and refunds.
Return & Refund Policy
1. General Return Policy
We accept returns within 30 days of purchase for most products, provided they meet the following conditions:
- Product must be in original, unopened packaging
- All seals, labels, and tags must be intact
- Product must be in saleable condition
- Original invoice must be provided
- Return request must be initiated within 30 days of delivery
Important: Due to healthcare regulations, prescription medications and certain healthcare products have different return policies (see Section 3).
2. Return Process
Simple 5-Step Return Process:
- Initiate Return Request: Log into your account, go to "My Orders", and select "Return Item"
- Select Reason: Choose the reason for return from the dropdown menu
- Approval: Our team will review your request within 24 hours
- Return Shipping: We'll provide a prepaid return label (where applicable)
- Refund Processing: Once we receive and inspect the item, we'll process your refund
3. Non-Returnable Items
The following items cannot be returned or refunded for health and safety reasons:
- Prescription Medications: All prescription drugs (by law)
- Opened Healthcare Products: Any opened personal care or medical items
- Intimate Hygiene Products: Incontinence products, menstrual care, etc.
- Temperature-Sensitive Items: Vaccines, insulin, cold chain products
- Personalized Items: Custom-compounded medications
- Damaged Due to Misuse: Products damaged by improper use or storage
- Expired Products: Items past their expiration date
Exceptions: If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery.
4. Refund Methods and Timeline
Refund Methods:
- Refunds will be issued to the original payment method
- Credit/debit card refunds: 7-10 business days
- Digital wallet refunds: 1-3 business days
- Bank transfer refunds: 3-7 business days
Refund Timeline:
- Return request approval: Within 24 hours
- Return shipping time: 3-7 business days
- Quality check upon receipt: 1-2 business days
- Refund initiation: Within 24 hours after approval
- Total timeline: 10-15 business days from return initiation
5. Exchange Policy
We offer exchanges for:
- Wrong item shipped (our mistake)
- Defective or damaged products
- Incorrect size/quantity (for eligible products)
Exchange Process:
- Contact customer support within 48 hours of delivery
- Provide order number and photos of the issue
- We'll arrange pickup of the original item
- Replacement will be shipped once return is initiated
6. Cancellation Policy
You may cancel your order:
- Before shipping: Full refund within 24 hours
- After shipping: Return policy applies
- Prescription orders: Cannot be cancelled once verified by our pharmacist
To cancel an order, go to "My Orders" in your account or contact customer support.
7. Return Shipping Costs
| Return Reason | Shipping Cost |
|---|---|
| Wrong item shipped (our error) | Free return shipping |
| Defective/Damaged product | Free return shipping |
| Changed mind/Size exchange | Customer pays return shipping |
| Incorrect address provided by customer | Customer pays return shipping |
8. International Returns
For international orders:
- Return shipping costs are the customer's responsibility
- Customs duties and taxes are non-refundable
- Return address will be provided upon request approval
- Allow additional 5-7 business days for international returns
9. Store Credit Option
Instead of a refund, you may choose store credit:
- Issued immediately upon return approval
- Valid for 1 year from issue date
- Can be used for any purchase
- No minimum purchase requirement
- Non-transferable
Need Help with Returns?
Our customer support team is here to help:
- Email: returns@firstaidpharmacy.com
- Phone: +1 800 559 6580 (Returns Department)
- Hours: Monday-Friday, 9 AM - 6 PM
- Online: Log into your account and visit "My Orders"
For prescription-related queries: Please contact our pharmacy department directly at pharmacy@firstaidpharmacy.com