Returns & Refunds Policy

At Silverline Pharmacy, patient safety and customer satisfaction are our highest priorities. Because we deal in sensitive health and wellness products, our return and refund policies are governed by strict safety protocols and local laws.

Please read this policy carefully to understand your rights regarding returns, replacements, and refunds.

1. Eligibility for Returns & Refunds

You are legally entitled to a return and refund (or replacement) under the following specific conditions:

Expired Products: The product has expired or cannot be fully consumed within the time remaining before its expiration date.
Tampered or Mishandled Packages: The product package appears to have been tampered with or mishandled prior to or during delivery. For the purposes of this policy, “tampered with or mishandled” is strictly defined as:
- The manufacturer’s primary safety seal or blister pack being broken, punctured, or compromised.
- Severe structural crushing or liquid damage that directly exposes the internal product or compromises its sterility/integrity.
- (Note: Minor cosmetic wear, superficial dents, or scratches on the external secondary packaging that do not affect the product’s safety seal or usability do not constitute mishandling).
Incorrect Order: A product with different content from what was paid for was received.
Failed Delivery: The product was lost in transit or never delivered.

2. Non-Returnable Items & Conditions

To guarantee the integrity of our pharmaceutical supply chain, you are not entitled to a refund under the following conditions:

Pre-Disclosed Defects: You were made aware of a specific fault, defect, or condition (such as cosmetic packaging damage or near-expiry dates) prior to purchase. This includes all items explicitly listed in our clearance sections where the condition was disclosed in the product description.
Change of Mind: You simply changed your mind.
Refusal of Delivery: You refused to collect the item from the delivery agent for reasons not covered in this policy.
Packaging Variations: The product’s external packaging is slightly different from what was advertised online (manufacturers frequently update packaging).
Customer-Caused Damage: You caused a defect in the product or damaged the packaging.
Compromised Seals: You opened the product or broke any manufacturer safety seals.
Late Reporting: You failed to report an issue with the product within 24 hours of receiving it.
Statutory Exemptions: The specific class of product is protected by law from being returned after it is sold.
Failure to Handover: You failed to hand over the product to the authorized delivery agent sent to collect the returned product.

3. Step-by-Step Return Process

If your order meets the eligibility criteria above, please follow these steps to initiate a return:

Step 1: Report the Issue Immediately If you receive an incorrect, damaged, or expired item, report it to our customer service team within 24 hours of delivery. The item must remain completely unopened, unused, and with all manufacturer seals fully intact.

Step 2: Verification Provide your order details and any required photographic evidence to our customer service channels. We may require additional checks to verify the validity of your claim.

Step 3: Designated Dispatch Retrieval Once your return request is approved by our pharmacists, we will dispatch a designated logistics partner to retrieve the item. You must hand the item only to the specific rider whose details (Name/Vehicle) are communicated to you via your return ticket. The return must take place at the original delivery or billing address stated in the order. Please note that only one attempt will be made to retrieve the item.

Step 4: Refund or Replacement Upon successful retrieval and final physical inspection, we will either dispatch the correct replacement item to you at no extra cost within 48 hours, or process a full or partial refund to your original payment method.

4. Shipping & Delivery Fees

Standard Deliveries: Delivery fees are strictly non-refundable once an order has been dispatched. If a refund is approved for a returned or refused package, the original cost of delivery will be deducted from your total refund amount.
Pharmacy Errors: The only exception to this policy is if a package is refused or returned due to an error on our part (such as delivering an incorrect, damaged, or expired item). In this case, Silverline Pharmacy will bear the full cost of the logistics.

5. Delivery Best Practices & Missing Items

We strongly encourage you to properly check your order and verify it matches your receipt before the dispatch rider leaves your premises.

Missing Items: If an item is missing, note the omission on the delivery document before signing, and report it to us immediately. We will dispatch the missing item to you at no extra cost within 48 hours.
Refusing a Package: If you are refusing a package because the external packaging is visibly damaged, tampered with, or the wrong item was delivered, please note the specific reason on the delivery waybill before handing it back to the rider, and contact our team immediately.

Last Updated: June 12th, 2026