At Zemat Healthcare, customer safety and satisfaction are our top priorities. Due to the sensitive nature of pharmaceutical products, our return and refund policy follows strict quality and regulatory standards.

1. General Policy

• Medicines and healthcare products are subject to strict regulatory guidelines.
• Once delivered, most pharmaceutical products cannot be returned due to safety, hygiene, and storage concerns.
• Refunds or replacements are only provided in specific, eligible circumstances outlined below.

2. Eligible Cases for Return or Refund

You may be eligible for a return, replacement, or refund if :

• You received damaged, defective, or expired products
• You received the wrong product or incorrect quantity
• The order was lost in transit or not delivered
• The product was tampered with or packaging was compromised at the time of delivery

3. Non-Returnable / Non-Refundable Items

The following items are not eligible for return or refund:

• Prescription medications (unless damaged, expired, or incorrectly supplied)
• Opened, used, or partially consumed products
• Products requiring cold-chain storage (unless damaged on arrival)
• Products returned without original packaging or labels
• Orders returned due to customer error (e.g., wrong address, refusal of delivery)

4. Return Request Process

To request a return or refund:

• Contact our customer support team within 2 days of delivery
• Provide your order number and reason for the request
• Share photos or videos of the product and packaging, if requested
• Await verification and approval from our team
• Unauthorized returns will not be accepted.

5. Inspection and Approval

• All approved returns are subject to quality inspection.
• We reserve the right to reject a return or refund if the product does not meet eligibility criteria.
• Decisions made by Zemat Healthcare shall be final and in accordance with applicable laws.

6. Refund Method and Timeline

• Approved refunds will be processed to the original payment method.
• Refund processing may take 15 business days after approval.
• Shipping charges, taxes, or handling fees may be non-refundable unless required by law.

7. Replacement Policy

• In eligible cases, we may offer a replacement instead of a refund.
• Replacements are subject to product availability and regulatory approval.

8. Order Cancellation

• Orders may be cancelled before shipment by contacting customer support.
• Once shipped, orders cannot be cancelled.
• Prescription orders cannot be cancelled once verification is completed.

9. Shipping and Handling

• Return shipping may be arranged or reimbursed at our discretion.
• We are not responsible for returns damaged during unauthorized shipping.

10. Regulatory Compliance

• Pharmaceutical and drug safety regulations
• Consumer protection laws
• Public health and hygiene standards