Effective Date: 7 April 2026
At AZ Pharma, your health and safety are our highest priorities. Because we deal in medicines and healthcare products, our return and refund policy strictly follows the health and safety regulations of Pakistan.
Please read our policy carefully before placing your order.
1. Overview: Standard Medicine Return Policy
Due to the sensitive nature of pharmaceuticals, we do not accept returns or exchanges on medicines once they have been delivered, accepted, and opened. We cannot guarantee the storage conditions of a medicine once it leaves our control, which makes it unsafe to restock or resell.
You are only eligible for a return, refund, or exchange under the following conditions:
- You received the wrong medicine/product.
- The product received is damaged or defective (e.g., broken seal, crushed box, leaking syrup) at the time of delivery.
- The product received has expired or is nearing its expiry date in a way that makes it unusable.
You must report any of the above issues within 24 to 48 hours of receiving your delivery.
2. Non-Returnable Items
For health, safety, and regulatory reasons, the following items are strictly exempt from being returned or refunded under any circumstances:
- All dispensed prescription medicines.
- Any medicine that requires strict temperature control (e.g., Insulins, Vaccines, Injections, Suppositories).
- Opened or unsealed Over-The-Counter (OTC) medicines.
- Intimate or sanitary goods (e.g., hygiene washes, adult diapers, sanitary pads).
- Sale items or promotional bundles.
3. Conditions for Eligible Returns
If your return request meets the eligibility criteria (wrong, damaged, or expired item), the product must meet the following conditions:
- It must be unused and in the exact same condition that you received it.
- It must be in the original packaging, with all labels, batch numbers, and expiry dates fully visible and intact.
- You must provide a receipt, order number, or proof of purchase.
4. How to Request a Return or Refund
If there is an issue with your order, please follow these steps:
- Contact Us Immediately: Email us at abiajawad786@gmail.com or call/WhatsApp us at +92 321 4067754 within 24-48 hours of delivery.
- Provide Proof: Share your order number and clear photographic/video evidence of the incorrect or damaged item.
- Evaluation: Our pharmacist team will inspect your claim. We will notify you of the approval or rejection of your return/refund request.
5. Refunds (If Approved)
Once your return is approved, we will process your refund.
- Replacement: We will prioritize sending the correct or fresh item to you as an exchange at no additional shipping cost.
- Refund Method: If an exchange is not possible, a refund will be processed. In the Pakistani market, refunds are typically processed via Bank Transfer, JazzCash, or EasyPaisa within 3 to 7 business days.
6. Late or Missing Refunds
If you haven’t received an approved refund yet:
- First, check your bank account or mobile wallet (JazzCash/EasyPaisa) again.
- Contact your bank or mobile wallet provider, as there is often some processing time before a refund is officially posted.
- If you’ve done all of this and you still have not received your refund, please contact us at abiajawad786@gmail.com.
7. Shipping Returns
If you are asked to return the physical product to our pharmacy, we will provide you with the return address
- If the return is due to our error (wrong or damaged item), AZ Pharma will bear the return shipping costs.
- If the return is approved as a special exception for a non-medicine item (e.g., medical equipment) due to a change of mind, you will be responsible for paying your own shipping costs. Shipping costs are non-refundable.
8. Need Help?
If you have any questions related to our refunds and returns policy, please do not hesitate to reach out to our support team:
Phone: +92 321 4067754
Email: abiajawad786@gmail.com