Returns & Refunds Policy

This Returns & Refunds Policy explains how Generic Meds Mart handles order cancellations, delivery problems, damaged or missing items, customs issues and refund requests. Please read this page together with our Delivery page, Payments page, Terms & Conditions and Medical & Legal Disclaimer before placing an order. By placing an order, you agree to this Policy.

1. General Principles

• We supply prescription and non-prescription medicines for personal use only.
• Due to safety, quality control and regulatory requirements, returns of medicines are strictly limited.
• Most issues are handled by investigating the shipment and, where appropriate, offering reshipment or partial refund, rather than accepting physical returns.
• Each case is reviewed individually, taking into account:
  • shipping method and tracking information;
  • customs and postal events;
  • the nature of the reported problem.

Where there is any conflict between this Policy and mandatory consumer laws in your country, the latter will prevail.

2. Order Changes and Cancellations

2.1. Before payment

If your order has not yet been paid, you may request cancellation or changes by contacting Customer Support. Unpaid orders can usually be cancelled without any charges.

2.2. After payment but before dispatch

If your order has been paid but not yet dispatched, you may request cancellation.

If cancellation is accepted, we will normally issue a refund minus any non-recoverable processing fees charged by payment providers or banks. We cannot guarantee that cancellation is possible once the order has entered the final packing and dispatch phase.

2.3. After dispatch

Once an order has been dispatched, it normally cannot be cancelled. The parcel is already in transit and under the control of postal or courier services.

Any issues after dispatch (delay, loss, damage, customs problems) are handled according to the sections below on Delivery Problems and Customs Issues and should be read together with our Delivery page.

2.4. Orders we may need to cancel before dispatch

In some situations we may not be able to arrange a reasonably safe, lawful or reliable delivery to your address, even after your order has been placed and paid. Generic Meds Mart therefore reserves the right to cancel an order before dispatch in situations including (but not limited to):

• we are unable to find a postal or courier service that accepts the shipment to your destination;
• the estimated shipping risk, complexity or cost is disproportionately high compared to the value of the order;
• we have reasonable grounds to believe that importing the ordered medicines into your country is prohibited or highly likely to result in seizure by customs;
• your shipping address, contact details or delivery instructions appear incomplete, inconsistent or cannot be verified despite our attempts to clarify them.

If we determine that we cannot proceed with shipping, we will inform you by e-mail. In such cases:

• the order will be cancelled before dispatch;
• no shipping charges will be collected; and
• if we have already received your payment, we will issue a refund in line with Section 6 of this Returns & Refunds Policy, taking into account any non-recoverable payment processing, currency conversion or blockchain transaction fees charged by third parties.

This section should be read together with the destination-specific limitations and risk warnings described on our Delivery page.

2.5. Shipping cost confirmation and adjustments

For many destinations, the shipping options and prices shown at checkout are based on standard tariffs provided by postal and courier services. However, for certain countries, remote regions or complex shipments, the final shipping cost may need to be confirmed or adjusted manually after you place your order.

In such cases:

• the shipping method and cost displayed at checkout are considered indicative;
• our team may contact you by e-mail to confirm the exact shipping cost, service and feasibility for your address;
• if the confirmed shipping cost is significantly higher than the indicative amount shown at checkout, you will be able either to accept the updated shipping cost or decline and cancel the order before dispatch.

If you choose not to proceed with the updated shipping cost, the order will be cancelled before shipment and any payment already received will be handled in accordance with this Returns & Refunds Policy and our Delivery page.

3. Returns of Delivered Medicines

Because of safety, quality control and regulatory reasons, we generally cannot accept returns of medicines once they have been shipped and delivered, except in limited situations:

• proven shipping error (wrong product, wrong strength, wrong quantity);
• confirmed quality problem (for example, damaged packaging on arrival, visible defects).

We cannot accept returns or offer refunds in the following non-exhaustive situations:

• you change your mind after delivery;
• the medicine is no longer needed or the course of treatment has changed;
• you are not satisfied with the clinical effect of the medicine;
• the parcel was delivered correctly, but you did not collect it from the post office or courier pickup point in time;
• the parcel was refused due to unpaid customs duties, taxes or handling fees.

In cases where a return is authorised, we will provide specific instructions. Do not send any medicines back without our prior written approval, as such returns may be destroyed by customs or postal services and cannot be refunded.

4. Delivery Problems (Delay, Loss, Damage, Missing Items)

4.1. Delayed shipments

Most parcels arrive within the estimated timeframes described on our Delivery page:

• Registered Airmail (Standard Shipping): approximately 18–25 days after dispatch;
• EMS Express (Priority Mail): approximately 6–12 days after dispatch.

These are estimates only. Delays can occur due to:

• customs inspections and regulatory checks;
• public holidays and peak seasons;
• weather conditions or transport disruptions;
• operational issues at postal or courier services.

A delay within these estimated windows, or a moderate delay beyond them, is not automatically considered non-delivery and does not, by itself, entitle you to a refund.

If you believe your parcel is significantly delayed:

• check the latest tracking information;
• contact your local postal service or EMS office (where applicable);
• contact our Customer Support with your order number, tracking number and a description of the issue.

We will review the case and advise on the next steps.

4.2. Shipments considered lost

A shipment may be treated as lost if:

• tracking shows no delivery or final outcome after a reasonable extended period following dispatch; and
• enquiries with postal or courier services do not identify the parcel or its status.

As a general guideline, we normally consider a shipment lost if it has not been delivered within 30 calendar days after dispatch for Registered Airmail, or 21 calendar days after dispatch for EMS Express, unless tracking information shows ongoing movement or there are known large-scale disruptions.

If a shipment is confirmed or reasonably assumed to be lost through no fault of the customer, we may offer:

• reshipment of the order once; or
• partial or full refund, depending on the specific case.

If tracking shows that the parcel was delivered, refused, unclaimed or returned due to reasons within the customer’s control (incorrect address, failure to collect, refusal to pay customs charges), the order will not normally qualify as lost and refunds may be limited or not available.

4.3. Damaged parcels and missing items

If your parcel arrives visibly damaged or with missing items, you must:

• contact us as soon as reasonably possible after delivery, preferably within 7 days; and
• provide:
  • your order number;
  • photos of the outer packaging and any visible damage;
  • photos of the items received and the packing slip (if available).

We will investigate the issue, which may include contacting the postal or courier service. Depending on the outcome, we may offer:

• reshipment of missing or damaged items;
• partial refund;
• another appropriate solution in line with this Policy and our Terms & Conditions.

We may not be able to assist if you contact us only after a long delay and no useful evidence is available.

5. Customs Issues (Inspection, Return, Seizure)

As explained on the Delivery page, international shipments may be inspected by customs and may be subject to import duties, taxes or other charges. You are responsible for complying with your country’s medicine import regulations and for paying any such charges.

5.1. Parcels delayed by customs

Customs inspections can cause significant delays that are outside our control. A parcel held by customs is not considered lost.

We cannot provide refunds solely because a parcel is being inspected or delayed by customs, as long as there is a reasonable chance that it will be released and delivered.

5.2. Parcels returned by customs

If a parcel is returned to sender by customs or postal authorities, we will review:

• the reason given (if any);
• tracking and postal documentation;
• whether the return was due to reasons within the customer’s control (for example, refusal to provide documents, refusal to pay duties).

Depending on the outcome, we may:

• offer reshipment (possibly with adjusted packaging or shipping method); or
• offer a partial refund minus shipping costs and any non-recoverable expenses; or
• in cases where the customer did not fulfil local requirements (for example, refused duties or did not provide required documents), we may be unable to offer a refund.

5.3. Parcels seized or destroyed by customs

If customs seizes or destroys a parcel, we will review the case based on the available documentation and tracking information.

Because such decisions are made by local authorities, refunds or reshipments are not guaranteed in cases of seizure. We may, at our discretion and depending on the circumstances:

• offer a partial refund; or
• offer a discount or store credit on a future order.

We strongly recommend that you check your local regulations before ordering and ensure that import of the selected medicines is permitted in your country.

6. Refund Methods and Timing

When a refund is approved under this Policy:

• We will normally process it using the same payment channel that was used for the original order, where this is technically and legally possible.
• In some cases, where the original method cannot be used (for example, technical limitations or regulatory reasons), we may offer an alternative refund method or store credit by agreement with you.

The amount of the refund may:

• exclude original shipping costs;
• be reduced by non-recoverable fees charged by payment providers, banks or blockchain networks;
• be adjusted to reflect partial delivery, reshipment or other solutions already provided.

Refund processing times depend on the payment provider or bank and are outside our direct control. Once we have issued a refund from our side, it may take several business days for the funds to appear in your account.

7. Chargebacks and Payment Disputes

We encourage you to contact our Customer Support first if you experience any problem with delivery, product condition or payment. In most cases we can resolve issues faster and more clearly than through a payment dispute.

If you open a chargeback or external payment dispute without contacting us:

• it may significantly delay resolution;
• we may suspend further support or reshipments for that order until the dispute is resolved;
• repeated or unjustified disputes may lead to restriction of future orders.

This does not affect any rights you may have under applicable consumer protection laws; it only describes how we handle disputes operationally.

8. External Information and Independent Resources

For general information about international mail, tracking and medicine safety, you may consult:

• EMS global tracking – official tracking for EMS Express international items;
• Universal Postal Union (UPU) – general information about international postal services and delivery conditions;
• 17TRACK – an all-in-one tracking platform for many postal and courier operators worldwide;
• World Health Organization (WHO) – medicines information and general guidance on safe use and regulation of medicines (not specific to Generic Meds Mart).

These resources are provided for general information only. For specific questions about your parcel, local customs rules or your own health situation, please contact your national postal operator, customs authority or healthcare professional.

9. How to Contact Us About Returns or Refunds

If you need help with a possible return, delivery problem or refund request, please contact our Customer Support or use the Contact Us page and include:

• your full name;
• your order number;
• your shipping address;
• a clear description of the issue;
• any relevant photos, tracking information or documents.

Providing complete and accurate information will help us review your case quickly and offer the most appropriate solution in line with this Returns & Refunds Policy, our Delivery page, Payments page, Terms & Conditions and Medical & Legal Disclaimer.