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Due to the COVID 19 epidemic, orders may be processed with a slight delay

Returns Policy

  1. If your product is damaged, defective, incorrect or incomplete at the time of delivery, please raise a return request on EPharma app or website. Return request must be raised within 5 days from the date of delivery.
  2. For selected categories, we accept a change of mind. Please refer to the section below on Return Policy per Category for more information.
  3. Any reason you are dissatisfied with any of your purchases and wish to return them, please contact Customer Support for instructions. Please be prepared to provide your order number, the reason for the return.
  4. Please write us on: [email protected] or inform us 880 9617111555

Valid reasons to return an item

  1. Delivered product is damaged (i.e. physically destroyed or broken)
  2. Delivered product is incomplete (i.e. has missing items and/or accessories)
  3. Delivered product is incorrect (i.e. wrong product/size/colour, fake item, or expired)
  4. Delivered product is does not match product description or picture (i.e product not as advertised)
  5. Delivered product does not fit. (i.e. size is unsuitable)

Returns Policy per Category

Please note that certain items as non-returnable those are temperature control based medicines or products(i.e Insulins, temperature sensitive items, injection vial, etc.)

Conditions for Returns

  1. The product must be unused, unworn, unsealed and without any flaws.
  2. The product must include the original tags, invoice and accessories.
  3. The product must be returned in the original and undamaged manufacturer's packaging/box. If the product was delivered in EPharma packaging/box, the same packaging/box should be returned. Do not put tape or stickers directly on the manufacturer's packaging / box.
  4. NOTE: It is important to indicate the Order Number and Return Tracking Number on your return package to avoid any inconvenience/delay in your return process.

    If your returned item does not meet the above requirements, we reserve the right to reject any request for a refund.

    Note: If your return request has been rejected, the item will be delivered back to you between 6-8 days. Item will be sent to scrap after three (3) failed delivery attempts and no refund will be given.

Issuance of Refunds

  1. The processing time of your refund depends on the type of refund and the payment method you used.
  2. The refund period / process starts when EPharma has processed your refund according to your refund type.
  3. The refund amount covers the item price and shipping fee for your returned product.

Refund Types

    EPharma will process your refund according to the following refund types
  1. Refund from returns - Refund is processed once your item is returned to the warehouse and QC is completed (successful).
  2. Refunds from cancelled orders - Refund is automatically triggered once cancelation is successfully processed.
  3. Refunds from failed deliveries - Refund process starts when the item has reached the ePharma. Please take note that this may take more time depending on the area of your shipping address.
Payment Method Refund Option Refund Time
Debit or Credit Card Debit or Credit Card Payment Reversal 10 working days
Equated Monthly Installments Debit or Credit Card 10 working days
Rocket (Wallet DBBL) Mobile Wallet Reversal / Rocket 7 working days
DBBL Nexus (Online Banking) Card Payment Reversal (Nexus) 7 working days
bKash Mobile Wallet Reversal / bKash 5 working days
Cash on Delivery (COD) Bank Deposit/bKash Transfer 5 working days

Note: Maximum refund timeline excludes weekends and public holidays.

Modes of Refund Description
Bank Deposit The bank account details provided must be correct. The account must be active and should hold some balance.
Debit Card or Credit Card If the refunded amount is not reflecting in your card statement after the refund is completed and you have received a notification by EPharma/Payment Gateway, please contact your personal bank.
bKash / Rocket Mobile Wallet Similar to bank deposit, the amount will be refunded to the same mobile account details which you inserted at the time of payment.