At RxMeds, we take the quality and reliability of our service seriously. If something goes wrong with your order, we are committed to making it right fairly, efficiently, and without unnecessary friction.
This policy sets out clearly what is covered, what is not, the timeframes that apply, and exactly how to submit a claim.
📦 Our approach: We always attempt a replacement shipment first. If the replacement also fails to arrive, we will issue a full refund to your original payment method.
Our Commitment
Every order placed at RxMeds is fulfilled with pharmaceutical-grade products from certified manufacturers. We pack and dispatch with care, but we understand that issues can occasionally arise during transit, customs processing, or fulfilment.
We review every claim individually. Our goal is always to find a fair resolution that reflects the specific circumstances of your order, rather than applying a rigid blanket policy. That said, the situations outlined in this policy form the basis of what we can and cannot cover.
Returns
Due to the nature of pharmaceutical products, we are generally unable to accept physical returns. Once a product has been dispatched, we cannot accept it back for health, safety, and regulatory reasons, regardless of whether it has been opened.
Case-by-case exceptions
In exceptional circumstances, we may agree to accept an unopened, sealed product return. This is assessed case by case and requires:
- The product to be completely unopened and in original sealed packaging
- A return request submitted within 2 days of confirmed delivery
- Prior written approval from our support team before any return is sent
- The customer to bear the cost of return shipping
Do not send any product back to us without first receiving written confirmation from our team. Unsolicited returns will not be processed and cannot be refunded.
⚠️ We cannot accept returns of any product that has been opened, used, stored improperly, or tampered with in any way.
What's Covered
We will offer a replacement shipment, and a refund if the replacement fails, in the following situations:
You received a product that differs from what you ordered, wrong product, wrong strength, or wrong quantity. Photo evidence of the item received is required.
Your package arrived with visibly damaged, broken, or compromised products. You must provide clear photographic evidence of the damage within 7 days of delivery. We cannot accept damage claims submitted after this window.
Your order has not arrived and tracking shows no movement or delivery confirmation. Claims for lost parcels must be submitted within the timeframes specified in the section below. We will investigate with our logistics partner before issuing a replacement or refund.
Your package was intercepted and seized by customs authorities in your country. This is assessed on a case-by-case basis, see the full Customs section below for details on what documentation is required and when coverage applies.
What's Not Covered
The following situations are not eligible for a refund or replacement:
- Change of mind: We do not offer refunds because you changed your mind after dispatch.
- Incorrect address: Orders dispatched to an incorrect address provided by the customer at checkout.
- Delayed delivery: Delays caused by postal services, customs processing times, public holidays, or factors outside our control. Estimated delivery times are not guarantees.
- Opened or used products: Any product that has been opened, used, or tampered with.
- Improper storage: Damage resulting from improper storage conditions after delivery.
- Claims submitted outside the timeframes: Claims submitted after the windows specified in this policy.
- Violation of import laws: Where the customer has violated the laws of their country by attempting to import our products. It is the customer's responsibility to understand their country's import regulations.
- Tracking shows delivered: Where the carrier's tracking system confirms successful delivery to the address provided, and no damage was reported within 7 days.
Claim Timeframes
Different situations have different claim windows. Please submit your claim within the applicable period: we are unable to process claims submitted after these deadlines.
Damaged on arrival claims. Photographic evidence required within this window, no exceptions.
Wrong item received claims. Photo evidence of the incorrect item must be submitted within 2 days of confirmed delivery.
For European deliveries, if your order has not arrived and tracking shows no movement, contact us after 20 days from dispatch.
For international deliveries (outside Europe), lost in transit claims must be submitted within 20 days of dispatch. Customs seizure claims also fall within this window.
If you are unsure which window applies to your situation, contact us as early as possible and we will advise you.
Our Resolution Process
We follow a clear two-step process for all eligible claims:
For all eligible claims, we first dispatch a replacement order at no cost to you. Replacements are sent within 24–48 hours of claim approval, using the same shipping method as your original order.
If the replacement shipment also fails to arrive or is lost in transit, we will issue a full refund to your original payment method. Refunds are processed within 5–7 business days of approval.
We aim to respond to all claims within 24 hours of receipt. Complex cases, particularly customs seizures or lost parcels requiring courier investigation, may take up to 5 business days to resolve.
Refund Method
All approved refunds are issued to your original payment method:
- PayPal: Refunded directly to your PayPal account, typically within 3–5 business days.
- Credit/debit card: Refunded to the card used at checkout. Your bank may take an additional 3–10 business days to post the refund to your statement.
- Cryptocurrency: Refunded in the equivalent USD value at the current exchange rate at the time of processing, sent to the wallet address you provide. We are not responsible for exchange rate fluctuations between purchase and refund.
- Wise / Bank wire: Refunded to the originating account within 5–7 business days.
We do not issue refunds via any payment method other than the one used for the original purchase.
Customs Seizures
Customs seizures are among the most complex situations we handle. Our approach is as follows:
If your package is seized by customs authorities, we will assess your claim on a case-by-case basis. To be eligible for a replacement or refund in a customs seizure case, the following conditions must generally be met:
- You provide official documentation confirming the seizure (e.g. a customs notice or letter)
- The claim is submitted within 60 days of the original dispatch date
- This is your first customs seizure with RxMeds (repeat seizures to the same destination indicate an ongoing import risk and may not be eligible)
- The destination country is not on our list of high-risk jurisdictions where import is known to be routinely refused
⚠️ Important: It is the customer's sole responsibility to understand the import laws of their country before placing an order. RxMeds does not accept liability for orders seized due to local regulations. However, we recognise that customs seizures can occur even in permissive jurisdictions, and we will do our best to find a fair resolution.
In approved customs seizure cases, we will typically offer a single replacement shipment. If the replacement is also seized, we will evaluate refund eligibility at our discretion.
How to Submit a Claim
To submit a refund or replacement claim, contact us at rxmeds4@gmail.com or via our Contact page with the following information:
- Your order number (found in your confirmation email)
- Your full name and email address used at checkout
- A clear description of the issue
- Supporting evidence:
- Damaged items → clear photos of the damage and packaging
- Wrong item → photos of the item received vs. what was ordered
- Customs seizure → official customs notice or letter
- Lost in transit → your tracking number and a screenshot of the latest tracking status
Incomplete claims will delay processing. We will respond within 24 hours to confirm receipt and advise next steps.
📧 Email: rxmeds4@gmail.com — include your order number in the subject line for faster processing.
Contact Us
If you have any questions about this policy or need help with an order, please reach out:
- Email: rxmeds4@gmail.com
- Contact form: rxmeds.store/contact
- Response time: Within 24 hours, 7 days a week