At PharmaGenesis, your health and safety are our top priorities. Due to the nature of the medical and intimate products we sell, we have a specific return policy to ensure product integrity and customer well-being.
Eligibility for Returns
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Unopened and Sealed Items Only
We can only accept returns for products that are completely unopened, with their original seals intact, and unused. Products that have been opened, had their seals broken, or show any signs of use are not eligible for return due to health and safety regulations. -
Proof of Purchase
All returns must be accompanied by a valid proof of purchase (e.g., your order confirmation email or invoice) from the PharmaGenesis e-commerce website. -
Time Limit
Returns must be initiated within 3 Days from the date of delivery.
How to Return a Product
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Contact Us First
Before returning any item, please contact our customer service team at +94 70 222 2269 to initiate the return process. Provide your order number and details about the item you wish to return. -
Visit a Nearest Pharmacy
Once your return request is approved, you will be instructed to hand over the eligible product(s) to your nearest Pharmacy in your location. Do not send products directly back to PharmaGenesis via post. -
Pharmacy Verification
The pharmacy staff will verify that the product is unopened, unused, and has its seal intact. They will also confirm your proof of purchase.
Refunds
Upon successful verification at the designated pharmacy, and once the returned item is confirmed to meet all eligibility criteria, we will process your refund.
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Refunds will be issued to the original payment method used for the purchase within 5–7 business days of approval.
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Please note that processing times may vary depending on your bank or payment provider.
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Shipping fees (if any) from the original purchase are non-refundable.
Non-Returnable Items
For health and safety reasons, the following items cannot be returned under any circumstances:
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Any product that has been opened, used, or has a broken seal.
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Items without valid proof of purchase.
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Products returned beyond the specified time limit.
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[Consider adding specific categories if relevant, e.g., “Personal care items if packaging is compromised,” etc. – but your main points cover this well.]
Damaged or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact our customer service team immediately at +94 70 222 2269 within 24 hours of delivery with details and photographic evidence. We will arrange for a suitable resolution.