At Goodwill Meds Shop, we aim to provide safe, reliable, and professional pharmacy services. We carefully process and dispatch eligible orders in accordance with applicable pharmacy, medicines, consumer-protection, and delivery requirements.

This Refund & Return Policy explains when an order may be eligible for a refund, replacement, or return.

Because medicines and healthcare products are regulated and may require special handling, different rules can apply depending on the product, destination country, prescription status, and applicable law.

1. General Refund & Return Principles

Customer safety is our priority.

For safety, quality, and regulatory reasons, medicines that have been dispensed, supplied, opened, delivered, or otherwise placed outside our controlled storage environment may generally not be eligible for return or resale, except where a return or refund is required by applicable law.

We will always assess individual cases fairly and in accordance with applicable legal and pharmacy requirements.

2. When You May Be Eligible for a Refund or Replacement

An order may be eligible for a refund or replacement where:

• The wrong product was supplied due to an error on our part.
• The product is damaged before or during delivery.
• The product is defective or unsuitable for use due to a verified quality issue.
• The order was cancelled before processing or dispatch, where cancellation is legally and operationally possible.
• A pharmacist or authorised member of our team determines that the order cannot be safely or legally supplied.
• A refund is otherwise required under applicable consumer-protection or pharmacy law.

Where a product-quality issue is reported, we may request photographs, batch information, packaging details, or other information necessary to investigate the matter.

3. Medicines and Prescription Products

Prescription medicines and other regulated healthcare products are subject to additional requirements.

Once an order has been clinically reviewed, dispensed, prepared, or dispatched, cancellation or return may not be possible except where permitted or required by applicable law.

We cannot accept returned medicines for resale where doing so would compromise patient safety, product integrity, storage requirements, or regulatory compliance.

If you believe you have received the wrong medicine, an incorrect quantity, or a product with a quality issue, do not use the product until you have contacted our pharmacy team for guidance.

4. Products Damaged During Delivery

If your order arrives damaged, please contact us as soon as possible.

Where appropriate, please provide:

• Order number
• Description of the damage
• Photographs of the packaging
• Photographs of the affected product
• Delivery information
• Any relevant batch or product details

We will investigate the issue with the relevant delivery provider where necessary.

Depending on the circumstances and applicable requirements, we may arrange a replacement or refund.

5. Incorrect Product or Order

If you believe you have received an incorrect product, please contact us immediately.

Please do not open, use, alter, or dispose of the product while the issue is being investigated.

If the error was caused by Goodwill Meds Shop, we will assess the appropriate resolution, which may include replacement or refund, subject to applicable pharmacy and legal requirements.

6. Customer Ordering Errors

Customers are responsible for checking their order information before completing an order, including:

• Product
• Strength
• Quantity
• Delivery address
• Contact information

Where an error is identified before processing, we will make reasonable efforts to correct it where possible.

Once an order has been dispensed, prepared, or dispatched, changes or cancellations may no longer be possible.

7. Cancellation Before Dispatch

If you wish to cancel an order, contact our customer support team as soon as possible.

We will determine whether the order has already entered the dispensing, preparation, or dispatch process.

Where cancellation is legally permitted and the order has not been irreversibly processed, we will explain the available options.

For prescription or regulated medicines, cancellation remains subject to applicable pharmacy and legal requirements.

8. Non-Medicine Healthcare Products

Certain non-medicinal products may be eligible for return where permitted by applicable consumer law and provided that they meet the relevant return conditions.

Products may need to be:

• Unused
• In their original packaging
• Complete with included accessories
• In a resalable condition

Certain hygiene-sensitive, sealed, or health-related products may not be returnable once opened where applicable law permits such an exclusion.

9. International Orders

Goodwill Meds Shop may serve customers in selected international destinations, including Europe, the United States, Australia, and other eligible locations.

International refunds and returns may be affected by:

• Destination-country regulations
• Customs procedures
• Import restrictions
• Pharmacy requirements
• Carrier policies
• Product classification
• Prescription requirements

A refund does not necessarily mean that a customer is permitted to return a medicine internationally.

Customers should contact us before attempting to return any medicine or regulated healthcare product.

10. Refund Processing

Where a refund has been approved, we will normally process it using the original payment method where technically and legally possible.

The time required for the funds to appear in the customer’s account may depend on the payment provider or financial institution.

We cannot control delays caused solely by banks, payment processors, card issuers, or other financial institutions.

11. Shipping Costs

Where the issue resulted from an error on our part, a verified damaged product, or another circumstance for which we are responsible under applicable law, reasonable delivery-related costs may be considered as part of the resolution.

Where a customer is responsible for a return or cancellation, applicable delivery or return costs may be deducted or otherwise payable where permitted by law.

12. Refunds for Unsuccessful Delivery

If an order cannot be delivered because of an incorrect address, refusal, repeated failed delivery attempts, customs restrictions, or another issue attributable to the recipient, we will review the circumstances before determining whether a refund or replacement is available.

For medicines and regulated products, any resolution remains subject to applicable pharmacy and legal requirements.

13. Products Recalled or Subject to a Safety Notice

If a medicine or healthcare product is subject to an official recall, safety notice, or quality issue, we will follow the applicable instructions from the manufacturer, regulator, wholesaler, or relevant authority.

Customers may be contacted where appropriate.

Do not continue using a product that has been specifically identified as subject to a safety recall without obtaining appropriate professional advice.

14. How to Request a Refund or Return

To request assistance, contact our customer support team and provide:

Order Number:
Customer Name:
Product:
Reason for Request:
Date Received:
Photographs, if applicable:

Please do not send medicines back without receiving instructions from our pharmacy team.

15. Refund & Return Assessment

Every request is reviewed individually.

Our assessment may consider:

• Product type
• Whether the product is medicinal or non-medicinal
• Whether it was dispensed or prescribed
• Whether the packaging has been opened
• Storage and handling conditions
• Condition of the product
• Reason for the return
• Delivery circumstances
• Applicable pharmacy requirements
• Applicable consumer-protection law
• Destination-country requirements

Nothing in this policy is intended to remove or restrict any mandatory consumer rights that cannot legally be excluded.

16. Contact Us

If you have questions regarding a refund, return, damaged package, incorrect order, or product-quality concern, please contact our customer support team through the contact information available on our website.

Goodwill Meds Shop

Customer Support & Pharmacy Services

We are committed to handling refund and return requests fairly, transparently, and in accordance with applicable legal and pharmacy requirements.