Refund & Return Policy

1. Return Eligibility

Products Eligible for Return

You may return products within 7 days of delivery if:

• The product is damaged or defective upon arrival
• You received the wrong product
• The product is expired or near expiry (less than 6 months remaining)
• The product packaging is tampered with or damaged
• The product does not match the description on our website

Products NOT Eligible for Return

For health and safety reasons, the following cannot be returned:

• Prescription medications (unless defective)
• Products with broken or missing seals
• Used or partially used products
• Products without original packaging
• Personal care items (opened)
• Items marked as "non-returnable" on the product page
• Products purchased during clearance sales (unless defective)

2. Return Conditions

To be eligible for a return, products must meet these conditions:

• Original Condition: Products must be in their original, unopened condition
• Original Packaging: All original packaging, labels, and accessories must be included
• Sealed: Security seals must be intact and unbroken
• Invoice: Original invoice or order confirmation must be provided
• Timeframe: Return request must be initiated within 7 days of delivery
• Photographs: For damaged items, clear photographs must be provided

3. How to Initiate a Return

Follow these steps to return a product:

Step 1: Contact Customer Service

• Email us at info@hizempharma.com
• Call us at +1234567890
• WhatsApp us for faster assistance

Provide your order number, product details, and reason for return.

Step 2: Submit Return Request

• Fill out our return request form (link will be provided)
• Upload photos of the product and packaging (if damaged)
• Explain the reason for return

Step 3: Approval & Instructions

• Our team will review your request within 24-48 hours
• Once approved, you'll receive return instructions
• We may arrange pickup or provide a return shipping label

Step 4: Ship the Product

• Pack the product securely in original packaging
• Include the invoice and return authorization form
• Ship to the provided address or wait for pickup

4. Refund Process

Refund Eligibility

Once we receive and inspect your returned product, we will:

• Verify the product condition and return eligibility
• Approve or reject the refund request
• Notify you via email about the decision

Refund Timeline

• Inspection: 3-5 business days after receiving the product
• Approval: Email notification within 24 hours of inspection
• Refund Processing: 5-7 business days after approval

Refund Method

Since we only accept Cash on Delivery (COD) payments, refunds will be processed via:

• Bank Transfer: Direct deposit to your bank account (preferred)
• Store Credit: Credit for future purchases (instant)
• Cash Refund: Available at our physical location

You will be contacted to provide bank details for transfer.

Refund Amount

• Full product price will be refunded for eligible returns
• Shipping charges are non-refundable (unless the error was ours)
• Return shipping costs may be deducted (unless product was defective)

5. Exchange Policy

We offer product exchanges for:

• Defective or damaged products
• Wrong products delivered
• Expired or near-expiry products

Exchange Process

• Follow the return process outlined above
• Select "Exchange" instead of "Refund"
• Specify the replacement product or size
• We'll ship the replacement once we receive the original

Exchange Shipping

• Free shipping for exchanges due to our error
• Customer pays shipping for size/variant exchanges
• Expedited exchanges available upon request

6. Damaged or Defective Products

If you receive a damaged or defective product:

Immediate Action

• Do not accept visibly damaged packages
• Report damage to delivery person immediately
• Take photos of the package and product
• Contact us within 24 hours of delivery

Our Responsibility

For damaged or defective products, we will:

• Arrange free pickup at no cost to you
• Provide immediate replacement or full refund
• Cover all shipping and handling charges
• Expedite processing within 48 hours

7. Wrong Product Delivered

If you receive the wrong product:

• Contact us immediately with order details
• Do not open or use the product
• Provide photos of the product received
• We'll arrange pickup and send the correct product

No charges apply - we cover all costs for our mistakes.

8. Cancelled Orders

Before Shipment

You can cancel your order anytime before it's shipped:

• Go to "My Orders" in your account
• Click "Cancel Order" next to the order
• No charges or fees apply
• Instant cancellation confirmation

After Shipment

Once the order is shipped:

• Cancellation is not possible
• You can refuse delivery or follow return process
• Refund will be processed as per return policy

9. Partial Refunds

Partial refunds may be issued in certain circumstances:

• Products with minor, undisclosed defects
• Products returned after the 7-day window
• Products with slight packaging damage (but product intact)
• Bulk orders with some defective units

The refund amount will be determined on a case-by-case basis.

10. Non-Refundable Items

The following are non-refundable under any circumstances:

• Downloadable products or e-prescriptions
• Gift cards and promotional vouchers
• Services and consultation fees
• Customized or special order products
• Products marked "Final Sale"

11. Return Shipping

Who Pays for Return Shipping?

• We Pay: For defective, damaged, or wrong products
• You Pay: For change of mind or preference changes
• Shared: Negotiable for certain circumstances

Return Shipping Options

• Free pickup service (for eligible returns)
• Prepaid shipping label (emailed to you)
• Drop-off at our location
• Third-party courier (reimbursable)

12. Contact for Returns

For any questions or to initiate a return, contact us:

13. Important Notes