Refund, Returns & Delivery Guarantee Policy
Last updated: 08.05.2026
At PureMeds, your satisfaction and peace of mind are important to us. We carefully prepare and dispatch every order, but we understand that delivery issues, damaged products, or incorrect items can occasionally occur.
This policy explains when you may request a refund, replacement, cancellation, or return and how we handle each request fairly and transparently.
100% Money-Back Delivery Guarantee
Our estimated delivery time is 10–16 business days, unless a different timeframe is displayed during checkout.
When an order has not arrived within the estimated delivery period, please contact our support team with your order details. We will investigate the shipment with the relevant delivery provider.
When the order is confirmed as lost, undelivered, or otherwise unable to reach you, you may choose one of the following:
A replacement order sent at no additional product cost
A full refund to your original payment method
Delivery investigations may require a short period to confirm the shipment status. We will keep you informed throughout the process.
Delays caused by customs inspections, severe weather, public holidays, courier disruptions, or other circumstances outside our reasonable control may require additional delivery time.
When You Can Request a Refund or Replacement
You may contact us when:
Your order has not arrived after the estimated delivery period
You received an incorrect product
An item is missing from your order
A product arrived damaged, leaking, broken, or unusable
The quantity received does not match your order
The product received is significantly different from its website description
You received an expired product
Your order was cancelled before it was dispatched
Every request is reviewed carefully and fairly. We may ask for photographs, packaging details, delivery information, or other evidence to help us resolve the issue quickly.
Damaged, Incorrect, or Missing Products
Please inspect your order as soon as it arrives.
Contact us within 48 hours of delivery when an item is damaged, incorrect, expired, leaking, or missing. Please include clear photographs of:
The affected product
The outer delivery package
The shipping label
Any visible damage
The products received inside the parcel
After reviewing the information, we may offer a replacement, partial refund, full refund, or another appropriate solution.
Please do not dispose of a damaged or incorrect product until our support team confirms that it is no longer required for the investigation.
Medicine and Healthcare Product Returns
For health, hygiene, quality-control, and safety reasons, certain products may not be eligible for return after they have been opened, used, unsealed, or removed from their original packaging.
This may include:
Medicines
Prescription products
Temperature-sensitive products
Personal-care or hygiene products
Products with broken safety seals
Opened supplements
Used medical devices
Products that cannot safely be resold
However, these restrictions do not prevent you from requesting assistance when a product is damaged, incorrect, defective, expired, or otherwise not supplied as ordered.
Change-of-Mind Returns
An unopened and unused product may be considered for return when:
The request is made within 14 days of delivery
The product remains sealed and in its original packaging
The safety seal has not been broken
The item is in a clean and resalable condition
The product is not excluded for health, hygiene, or safety reasons
Please contact us before returning anything. Products sent without prior return approval may not be accepted.
For an approved change-of-mind return, the customer may be responsible for the return shipping cost. Original delivery charges may be non-refundable.
Order Cancellations
You may request an order cancellation before the order has been dispatched.
When the cancellation is approved before dispatch, the payment will be refunded to the original payment method.
Once an order has been dispatched, it cannot normally be cancelled. You may contact us after delivery to determine whether the item is eligible for return.
Incorrect or Incomplete Delivery Information
Customers are responsible for entering the correct:
Full name
Delivery address
Postal or ZIP code
Telephone number
Email address
Refunds may not be available when delivery fails because the customer supplied an incorrect or incomplete address, refused the parcel, failed to collect it, or was unavailable after repeated delivery attempts.
When a parcel is returned to us, we will contact you to discuss redelivery or any eligible refund. Additional delivery charges may apply.
Customs and Import Requirements
International orders may be subject to customs inspections, import restrictions, taxes, duties, or additional documentation requirements.
Customers are responsible for confirming whether the ordered products are permitted in their destination country. PureMeds cannot guarantee customs approval.
When a parcel is rejected, held, confiscated, or destroyed by customs because of local import restrictions, refund eligibility will be reviewed according to the circumstances and the shipment status.
How to Request a Refund or Return
Contact our support team through our Contact Us page or email us at info@puremedss.com.
Please include:
Your full name
Email address used for the order
Order number
Order date
Product name
Reason for the request
A clear description of the issue
Photographs or videos, when relevant
Your preferred solution: replacement or refund
Our team will review your request and provide the next steps. Please wait for return approval before sending any product back.
Refund Processing
Once a refund has been approved:
The refund will normally be issued to the original payment method
We will send you a confirmation email
Our processing may take approximately 3–5 business days
Your bank, card provider, PayPal, or payment processor may require additional time to display the refund
The time required for funds to appear in your account is controlled by the payment provider and may vary.
When only part of an order is affected, a partial refund may be issued for the relevant item or quantity.
Return Shipping Costs
PureMeds will cover reasonable return shipping costs when the return is caused by:
An incorrect product
A damaged or defective item
An expired item
An error made while preparing your order
For approved change-of-mind returns, the customer may be responsible for the return shipping cost.
We recommend using a trackable shipping method for all approved returns. PureMeds cannot be responsible for a return parcel that is lost before reaching us.
Non-Refundable Situations
A refund may be declined when:
The product has been opened, used, altered, or damaged after delivery
A safety seal has been removed or broken
The request is submitted outside the applicable return period
The product is excluded for health or hygiene reasons
The customer supplied incorrect delivery information
The parcel was refused or not collected
Required evidence or order details are not provided
The product was damaged through misuse or improper storage
The return was sent without prior approval
We will always explain the reason when a request cannot be approved.
Our Commitment to You
We want every customer to feel confident when ordering from PureMeds. Our support team will communicate clearly, review each request fairly, and work to provide an appropriate solution as quickly as possible.
Your trust matters to us, and we are committed to providing a safe, transparent, and worry-free shopping experience.
Contact Us
For refund, delivery, return, or order-related assistance:
Email: info@puremedss.com
Phone/WhatsApp: +94 76 193 0902
Contact page: https://puremedss.com/contact-us/
Include your order number whenever possible so our team can assist you faster.
Important: Because the website sells medicines and healthcare products internationally, this policy should be reviewed against the consumer-protection, pharmacy, customs, and product-return requirements of the countries where PureMeds operates.