Refund policy
Cancellation, Returns & Refunds
TrueMed Pharmacy customers and TrueMed Pharmacy agree that returns, exchanges, cancellations, and refunds are subject to the following rules:
Change of Mind
Returns, exchanges, or refunds due to change of mind will not be accepted, especially for medicines, health products, personal care items, and other regulated or hygiene-sensitive products.
Medicines and Health Products
For customer safety and regulatory compliance, medicines, prescription items, supplements, vitamins, and other health-related products may not be returned or exchanged once delivered, except in cases where:
- The item delivered is incorrect;
- The item is defective or damaged upon delivery;
- The item is expired upon delivery;
- The item has compromised packaging or seal upon delivery; or
- The issue is otherwise confirmed by TrueMed Pharmacy after review.
Defective, Damaged, Expired, or Incorrect Items
Requests for replacement, exchange, or refund must be reported within seven (7) days from the date of receipt.
The original sales invoice, official receipt, delivery receipt, order confirmation, or other valid proof of purchase must be presented for all return, exchange, or refund requests.
Returned items must be in their original packaging, with labels, seals, inserts, accessories, and documentation intact, unless the issue itself involves damaged or compromised packaging.
Process for Returns and Refunds
- Notification
To initiate a return, exchange, or refund request, please contact our customer service team at truemed@truemed.ph or 0962-462-8879 within the seven (7) day return period. Please include your order number, proof of purchase, photos of the item and packaging, and a short description of the concern.
- Review and Approval
Our team will review the request and may ask for additional information. If the request is approved, we will provide instructions for the return, replacement, or refund process.
- Inspection and Processing
Once the item is received or the concern is validated, TrueMed Pharmacy will inspect and verify the issue. If the item meets the return or refund criteria, we will process the appropriate replacement, exchange, or refund.
- Refund Method
Refunds, when approved, will generally be processed using the original payment method. The time needed for the refund to reflect may vary depending on the customer’s bank, card issuer, payment provider, or payment channel.
Exclusions
The following are not eligible for return, exchange, or refund:
- Items returned due to change of mind;
- Items damaged due to misuse, mishandling, improper storage, or failure to follow product instructions;
- Opened, used, tampered, or partially consumed products, unless the item was confirmed defective or compromised upon delivery;
- Medicines or health products that have been accepted in good condition and are later requested for return;
- Items reported beyond the seven (7) day return period; and
- Items without valid proof of purchase.
TrueMed Pharmacy reserves the right to decline return, exchange, or refund requests that do not meet the conditions above or that may compromise product safety, public health, or regulatory compliance.
For questions or assistance, please contact us at truemed@truemed.ph or 0962-462-8879.
---