Return, Refund, Cancellation & Shipping Policy

SUNWAY PHARMACY 

Sunway Pharmacy strives to dispense correct medicines as per the order and prescription and ensures that all medicines and healthcare products are delivered in proper condition and without damage. We strongly encourage customers to check all items at the time of delivery.

DEFINITION

‘Return’ refers to the action of giving back the product ordered from Sunway Pharmacy by the customer. Returns may arise in the following situations:

• Product(s) delivered do not match your order.
• Product(s) delivered are past expiry or near expiry (medicines with less than 3 months of expiry will be considered near expiry).
• Product(s) delivered were damaged in transit (do not accept any product with a tampered seal).

Note: If you receive a damaged product, do not accept delivery. If damage is noticed after opening the package, you may return it for a refund. Replacement will be subject to product availability; otherwise, a refund will be issued.

In all such situations, Sunway Pharmacy will assist in resolving the concern. A Return Request must be raised within 7 (seven) days of delivery. Sunway Pharmacy reserves the right to decline return requests raised after 7 days.

Upon receiving a Return/Refund request, Sunway Pharmacy will verify the claim. If genuine, the Return/Refund process will begin. Refunds will be processed only after confirmation from the concerned vendor/manufacturer regarding the returned product.

Frivolous or unjustified complaints may lead to Sunway Pharmacy pursuing necessary legal action, and the customer shall be liable for associated costs.

RETURN CONDITIONS

Products Qualify for Return Only If:

• Batch number matches the invoice.
• Product must be in original manufacturer packaging with price tags, labels, and barcode.
• Only fully sealed products qualify; partially consumed or opened strips/products are not returnable.

Products Do Not Qualify for Return If:

• Wrongly ordered products.
• Returns due to change in prescription.

Non-returnable Product Categories:

Category	Type of Products
Baby Care	Nipples, breast care items, pumps, diapers, wipes, warmers, etc.
Food & Nutrition	Health drinks, supplements
Healthcare Devices	Glucometer strips/lancets, kits, monitors, surgical items
Sexual Wellness	Condoms, lubricants, fertility kits, pregnancy kits
Temperature-Controlled & Speciality Medicines	Vials, injections, vaccines, penfills, cold-storage items, specialty medicines

• Cold-chain products are non-returnable and non-refundable due to safety and handling requirements.
• Customers may request a refund within 14 days for all other applicable products.

RETURN PROCESS

• For return requests, please contact Sunway Pharmacy customer support via WhatsApp or phone.
• Claims will be verified within 72 business hours of receiving the complaint.
• Once verified as genuine, Sunway Pharmacy will arrange a reverse pickup (where applicable).
• Products must be returned in original manufacturer packaging.
• Refunds will be completed within 30 days from the date of reverse pickup.

MEDICAL TESTS

Refund requests for medical tests may be raised if:

• The test report is challenged and no reasonable justification is provided by Sunway Pharmacy or the diagnostic partner.
• The report is delayed by more than 72 hours beyond the committed time without valid justification.

Note: If a patient develops a prick-related injury or haematoma during sample collection, Sunway Pharmacy will arrange free consultation and free delivery of medicines needed.

REFUND PROCESS

If the claim is valid, refunds will be issued as follows:

• Orders paid online: refunded to the original payment method or wallet.
• Orders paid via Cash on Delivery: refunded via bank transfer.
• Refunds will be processed within 30 days of receiving the returned product or validation of the claim.

ONLINE CONSULTATION

Refunds for online consultations may be raised only if:

• The consultation query is not responded to within the specified timeline.
• Refund requests must be raised within 72 hours of submitting the query or receiving a response. Once validated, the refund will be issued to the customer’s bank account within 30 days.

SHIPPING CHARGES

• Shipping charges vary based on order value and location. Charges will be visible at checkout.
• For shipping-related support, customers may contact Sunway Pharmacy customer service.

CANCELLATION POLICY

• Customer Cancellation:
• Orders for products may be cancelled before they are shipped.
• Once shipped, orders cannot be cancelled.
• Sunway Pharmacy Cancellation:
• Sunway Pharmacy reserves the right to cancel orders in situations including but not limited to:
• Product unavailability.
• Incorrect pricing or product information.
• Orders classified as “Bulk Orders,” including:
  • Orders intended for resale.
  • Multiple orders for the same product to the same address.
  • Large quantities of the same product.
  • Invalid or incomplete address.
  • Any malpractice in placing the order.
• No cancellation charges will apply for valid cancellations under this policy.