Refund policy
HOMEHEALTH PHARMACY RETURN & REFUND POLICY
At Homehealth Pharmacy, we are committed to providing quality medicines, health products, nutritional products, personal-care items, and other merchandise while maintaining appropriate standards for product safety, proper dispensing, and customer care.
This Return and Refund Policy applies to purchases made through the Homehealth Pharmacy online store and should be read together with our other store policies and applicable Philippine laws and regulations.
1. 14-DAY RETURN PERIOD
Eligible non-prescription products may be requested for return within 14 days from the date the order is received.
To qualify for return, the product must generally be:
• Unused and unopened
• In its original packaging
• With seals, labels, and packaging intact
• In resalable condition
• Accompanied by proof of purchase or corresponding order information
Certain medicines, healthcare products, nutritional products, supplements, personal-care products, temperature-sensitive products, and other products whose safety, quality, storage conditions, or integrity may be affected after leaving our control may not be eligible for return due solely to change of mind.
Nothing in this policy is intended to limit any rights or remedies available to customers under applicable Philippine consumer-protection laws.
2. PRESCRIPTION MEDICINES — PRESCRIPTION UPLOAD REQUIRED
A valid prescription is required for all prescription medicines ordered through the Homehealth Pharmacy online store.
Before a prescription medicine can be processed and dispensed, the customer is required to upload a clear and legible scanned copy or photograph of a valid prescription through the online store.
Prescription medicines will not be dispensed without a valid prescription.
The uploaded prescription will be reviewed and verified before dispensing. The medicine ordered must correspond with the prescription submitted.
Homehealth Pharmacy will not dispense a prescription medicine if:
• A prescription has not been uploaded
• The prescription is invalid, incomplete, illegible, or cannot reasonably be verified
• The prescription is no longer valid, where applicable
• The medicine ordered does not correspond with the prescription submitted
• The quantity, strength, dosage form, or other details do not comply with the prescription
• Dispensing the medicine would not comply with applicable Philippine laws, regulations, or professional pharmacy requirements
Homehealth Pharmacy reserves the right to contact the customer for clarification or additional information before dispensing a prescription medicine.
3. RETURNS AND REFUNDS FOR PRESCRIPTION MEDICINES
Once the required prescription has been uploaded and verified and the prescription medicine has been properly dispensed and released for pickup or shipment, the medicine will generally not be eligible for return, exchange, cancellation, or refund due to change of mind, incorrect selection by the customer, or similar customer-initiated reasons, subject to applicable Philippine laws and regulations.
This restriction is necessary because the safety, integrity, handling, and storage conditions of medicines can no longer be fully controlled by Homehealth Pharmacy after the medicines have been released.
This restriction does not apply when there is a verified dispensing error, defective product, damaged product, expired product upon receipt, or another circumstance for which a remedy is required under applicable law.
4. WRONG, DEFECTIVE, DAMAGED OR EXPIRED PRODUCTS
Homehealth Pharmacy will review and appropriately address an order when:
• The wrong medicine or product was dispensed
• The medicine supplied does not correspond with the verified prescription or order
• The wrong strength was dispensed
• The wrong dosage form was dispensed
• The wrong quantity was supplied
• The product was damaged upon receipt
• The product is defective
• The product was expired upon receipt
• The product has a verified quality, sealing, labeling, or packaging problem attributable to Homehealth Pharmacy
Customers should inspect their orders promptly upon receipt and contact Homehealth Pharmacy as soon as reasonably possible if any discrepancy, damage, defect, or dispensing error is discovered.
We may request the customer’s order number, photographs of the product and packaging, the prescription submitted when applicable, and other reasonable information necessary to evaluate the concern.
Customers should not use, consume, dispose of, or otherwise alter a disputed medicine or product unless necessary for safety or until appropriate instructions have been provided.
5. NON-RETURNABLE PRODUCTS
For health, hygiene, product-integrity, and safety reasons, certain products generally cannot be returned after opening, use, dispensing, or release unless they are defective, damaged, incorrectly supplied, expired upon receipt, or otherwise subject to a remedy required under applicable law.
These may include:
• Prescription medicines that have been properly dispensed and released
• Opened medicines
• Opened vitamins and supplements
• Products with broken, removed, or tampered safety seals
• Opened nutritional products
• Temperature-sensitive or specially stored products
• Opened personal-care or hygiene products
• Products that have been used or consumed
• Products improperly stored after delivery or pickup
• Products damaged after they have been received by the customer
6. ORDER CANCELLATION
Customers may request cancellation before an order has been fulfilled, dispensed, prepared for shipment, or released for pickup, subject to the nature and status of the order.
For prescription medicines, cancellation may no longer be available once the prescription has been verified and the medicine has been dispensed or otherwise committed to fulfillment.
Once an order has been handed to the courier or released for delivery, it generally can no longer be cancelled as an unfulfilled order.
If Homehealth Pharmacy is unable to fulfill an order, the customer will be informed and an appropriate refund, cancellation, substitution with customer approval, or other remedy may be provided as applicable.
7. REFUNDS
When a return or refund request is approved, Homehealth Pharmacy will notify the customer.
If the product must be returned, the refund may be processed after the returned product has been received, inspected, and the claim has been verified.
Approved refunds will be issued through an appropriate available refund method.
Processing times may vary depending on the customer’s payment method, payment provider, bank, card issuer, e-wallet provider, or other financial institution.
8. SHIPPING AND RETURN SHIPPING CHARGES
Original shipping charges are generally non-refundable when an eligible product is returned for reasons not attributable to Homehealth Pharmacy.
When a return, replacement, or refund results from a verified incorrectly dispensed, wrong, defective, damaged, expired, or otherwise non-conforming product attributable to Homehealth Pharmacy, appropriate return or replacement shipping arrangements will be determined according to the circumstances and applicable law.
Shipping charges paid to third-party couriers may be subject to the courier’s applicable terms and conditions.
9. PICKUP ORDERS
Customers who select store pickup are encouraged to inspect their orders upon receipt whenever practicable.
Any discrepancy involving the medicine, product, quantity, strength, dosage form, packaging, or other order details should be brought to the attention of Homehealth Pharmacy promptly.
Prescription medicines released through store pickup are subject to the same prescription-upload, verification, dispensing, return, and refund requirements contained in this policy.
10. EXCHANGES AND REPLACEMENTS
Where appropriate, Homehealth Pharmacy may provide an exchange, replacement, refund, or other appropriate remedy after evaluating an eligible claim.
The appropriate remedy will depend on the nature of the concern, condition of the product, product availability, prescription requirements where applicable, and applicable Philippine laws and regulations.
Prescription medicines will not be exchanged merely because a customer changes their mind after the medicine has been properly verified, dispensed, and released.
11. PRESCRIPTION VERIFICATION
Uploading a valid prescription is a mandatory requirement for ordering prescription medicines through the Homehealth Pharmacy online store.
Submission of a prescription does not automatically mean that the medicine will be dispensed. The prescription and corresponding order must first be reviewed and verified before dispensing.
Homehealth Pharmacy may contact the customer when clarification or additional information is necessary to verify the prescription or complete the order.
Homehealth Pharmacy reserves the right to decline, place on hold, or cancel an order when the prescription cannot be verified, does not correspond with the medicine ordered, or when the medicine cannot lawfully or appropriately be dispensed.
Any payment already collected for an order that Homehealth Pharmacy ultimately cannot lawfully or appropriately fulfill will be handled according to the applicable cancellation and refund procedures.
12. CUSTOMER RESPONSIBILITY
Customers are responsible for providing accurate order, contact, delivery, and prescription information.
For prescription medicines, customers must ensure that the uploaded prescription is clear, complete, authentic, and corresponds with the medicine being ordered.
Customers should follow the storage instructions provided with medicines and health products after receiving them. Homehealth Pharmacy cannot be responsible for deterioration or damage caused by improper handling or storage after the product has been properly delivered or released.
13. CONTACT US
For returns, refunds, cancellations, prescription verification, incorrect orders, damaged or defective products, dispensing concerns, or other order-related matters, please contact Homehealth Pharmacy using the contact information provided on our online store.
Please provide your order number and relevant supporting information so that we can review and respond to your concern efficiently.
14. APPLICABLE LAWS AND CUSTOMER RIGHTS
Homehealth Pharmacy reserves the right to evaluate return, refund, cancellation, exchange, and replacement requests in accordance with product-safety requirements, professional pharmacy standards, and applicable Philippine laws and regulations.
Nothing in this policy is intended to exclude, restrict, or diminish customer rights or remedies that cannot lawfully be excluded or restricted under applicable Philippine law.