Returns and refunds policy

Effective date: 22 October 2026.

We want every order to arrive right. This policy explains when you can return an item and how refunds work. It follows the provincial consumer protection laws of Pakistan.

1.What can be returned

We replace the item or refund you if it arrives:

• defective or damaged, leaking, or with a broken seal;
• wrong (not the product, strength or pack you ordered);
• expired, or too close to expiry to use;
• short (items missing from the parcel; we send the missing items or refund them).

These rights apply to every item and cannot be taken away by any label.

2.What cannot be returned

For the safety of all customers, medicines and health products that left our pharmacy in good condition cannot be returned or exchanged because you changed your mind, even if unopened. This does not affect your rights for defective, wrong or expired items.

3.Return window

• Request a return within 7 days of delivery from your order page (use the link in your order email, or track the order with your order number and mobile number).
• Choose the reason and the items, and add photos of the damage, label or expiry date if you can.

4.What happens next

1. Our team reviews your request, usually within 2 working days, and may call you.
2. If it is approved, we arrange collection or ask you to hand the items to the courier.
3. When we receive the items, we refund or replace them.

5.Refunds

• Refunds go back to the original payment method (bank transfer, Easypaisa or JazzCash). For cash on delivery we refund by bank transfer or wallet.
• Delivery charges are refunded when the return is because of our mistake (damaged, wrong, expired or short).
• Refunds are usually issued within 7 working days of receiving the return.

6.Cancelled and rejected orders

• You can cancel an order before it is packed. If you had paid, the full amount is refunded.
• If our pharmacist cannot accept your prescription, the order is not accepted and any payment is refunded in full.

Questions or complaints: email info@xpertmedico.com or call / WhatsApp 03442490527.