Refund and Returns Policy

Last updated: 26 October 2026

This policy explains how returns, exchanges and refunds work for orders from MedExpress Pharmacy. It does not limit your rights under the Consumer Protection Act 68 of 2008 or the Electronic Communications and Transactions Act 25 of 2002.

1. Medicines

For your safety and the safety of other customers, we cannot take back medicines once they have left the pharmacy, because we cannot be sure they were stored correctly. This includes prescription medicines, medicines supplied by our pharmacist and over-the-counter medicines.

This does not apply if a medicine is faulty, damaged, incorrect, expired on arrival or recalled – see section 3.

2. Other products

You may return unopened, unused general health, beauty and personal-care products (not medicines) in their original, sealed packaging within 14 days of delivery or collection, with your order number or proof of purchase.

For hygiene and safety reasons we cannot accept the return of opened test kits, contraceptives, personal-hygiene items or temperature-sensitive (fridge) items, unless they are faulty or incorrect.

3. Wrong, damaged, faulty or expired items

If we sent you the wrong item, or an item arrived damaged, faulty or expired, please contact us as soon as possible. Keep the item and its packaging and send us a photo. We will replace the item or refund you, and if the mistake was ours we will cover the cost of collecting or exchanging it.

4. Product recalls

If a product you bought from us is recalled, we will contact affected customers where we can and arrange a replacement or refund. Please follow any safety instructions in the recall notice.

5. How to request a return

1. Contact us on WhatsApp 071 508 0935, phone 015 880 1256 or email medexpresspharmacy19@gmail.com.
2. Give your order number, the item, the reason and a photo where relevant.
3. Please do not post or drop off items without speaking to us first. We will tell you how to return them.

6. Refunds

• Once we have received and checked a returned item, we will tell you whether the refund is approved.
• Approved refunds are paid by EFT into the bank account you used to pay, or into another account in your name that you confirm in writing. Please allow time for your bank to process the payment.
• If a return is not due to our mistake, the cost of returning the item is for your account.

7. Old or unwanted medicines at home

Please do not throw medicines in the bin or flush them. Ask our pharmacist how to dispose of them safely.

8. Contact us

• MedExpress Pharmacy, 48 B Grobler St, Polokwane Central, Polokwane, 0700, Limpopo
• Phone: 015 880 1256
• WhatsApp: 071 508 0935
• Email: medexpresspharmacy19@gmail.com

See also our Cancellation Policy, Delivery & Collection and Terms and Conditions.