Online Pharmacy (onlinepharmacy.pk) wants every customer in Pakistan to receive exactly what they ordered — authentic, undamaged, in-date medicines delivered on time. This Return and Refund Policy clearly explains when you can return a product, how to make a claim, and how quickly you will receive your refund.
Due to DRAP regulations and patient safety requirements, certain medicine products cannot be returned once delivered. Please read this policy carefully before placing your order.
1. When You Are Entitled to a Refund or Replacement
We will offer a full refund, exchange, or replacement when:
- A wrong product was delivered (different medicine, brand, or strength than ordered)
- A product arrived damaged, broken, or with tampered packaging
- An expired product was delivered (expiry date had already passed at the time of dispatch)
- Your order was lost in transit and not delivered within [X] days of the expected delivery date
- Online Pharmacy cancelled your order after payment (e.g., stock unavailability or prescription rejection)
2. Products That Cannot Be Returned
For patient safety and in compliance with DRAP pharmaceutical dispensing regulations in Pakistan, the following cannot be returned or exchanged after delivery:
- Prescription medicines — once dispensed, prescription medicines cannot be re-dispensed to another patient under DRAP regulations
- Controlled substances and Schedule medicines
- Temperature-sensitive products (insulin, vaccines, refrigerated items) — once the cold chain has been broken
- Products with broken seals, opened packaging, or removed labels
- Personal care items, hygiene products, and medical consumables that have been opened or used
- Clearance or final-sale products
✓ Before returning:
If you are unsure whether your item is returnable, contact us at info@onlinepharmacy.pk before returning anything. Do not return items without prior authorisation.
3. Return Eligibility Conditions
To qualify for a return, all of the following must apply:
- Report within 24 hours of delivery for damaged, wrong, or tampered products
- Report within 48 hours of delivery for all other eligible return reasons
- The product must be in original, sealed, and unopened condition (where applicable to the product type)
- Provide your order number and proof of purchase
- Submit clear photographs showing the product, packaging, and the specific issue being reported
4. How to Request a Refund or Return
- Email info@onlinepharmacy.pk or call +92 305 2556094 with your order number and a description of the problem
- Attach photographs of the item and packaging showing the issue
- Our team will review and respond within 2 business days
- If your return is approved, we will arrange a courier collection or guide you through the return process
- Once we receive and inspect the returned item, we will process your refund within 5–7 business days
Do not return any item without prior written authorisation from our team — unauthorised returns may not be eligible for a refund.
5. Refund Timelines by Payment Method
| Payment Method | Refund Timeline |
| Credit / Debit Card | 3–7 business days to original card |
| JazzCash | 2–5 business days to original wallet |
| EasyPaisa | 2–5 business days to original wallet |
| Bank Transfer | 3–5 business days to original account |
| Cash on Delivery (COD) | 5–7 business days via bank transfer or mobile wallet |
Online Pharmacy does not charge any restocking or processing fee for approved refunds.
6. Order Cancellations
Before Dispatch
You may cancel any order before dispatch by contacting us at info@onlinepharmacy.pk. A full refund will be issued if payment was already taken.
After Dispatch
Orders cannot be cancelled after dispatch. You may initiate a return request after delivery in accordance with this policy.
Prescription Medicine Orders
Prescription orders can be cancelled before pharmacist verification is complete. Once approved and being prepared for dispatch, cancellation may not be possible.
7. Substandard or Suspected Counterfeit Products
If you receive a product you suspect may be counterfeit, substandard, or unsafe, stop using it immediately and contact us at info@onlinepharmacy.pk. We will investigate, arrange a full refund, and report the matter to the relevant supplier and, where required, to DRAP. Your safety comes first.