1. Returns
We want you to be happy with what you buy from us. Because we are a pharmacy, some products can’t be taken back once they have left us, for safety reasons. This section explains what you can return, and how.
This policy does not affect your rights under the Consumer Protection Act 68 of 2008 (CPA) or the Electronic Communications and Transactions Act 25 of 2002 (ECTA).
What you can return
- Faulty, unsafe or expired items, including medicines: within six months after you receive them, as the CPA allows.
- Items damaged on delivery, or not what you ordered (the wrong product, size or quantity): please tell us within [client to confirm] days of receiving your order, so that we can put it right quickly.
- Online orders you’ve changed your mind about: eligible items that are unopened and sealed, within 7 days after you receive them (see Cooling-off for online orders).
- Items bought in store that you’ve changed your mind about: [client to confirm whether exchanges or refunds are offered, and the time limit].
What we can’t take back, and why
Unless they are faulty, unsafe, expired, damaged or not what you ordered, we can’t accept returns of:
- Medicines. The South African Pharmacy Council’s rules don’t allow a pharmacy to supply a returned medicine to anyone else, and returned medicines must be destroyed. So we can never sell them again, even if the pack is unopened.
- Health, hygiene and personal care products that have been opened or unsealed, such as skin, hair and oral care, feminine care and baby feeding products. For hygiene and safety reasons, we can’t sell them again.
- Items that deteriorate or expire quickly, or that must be kept cold.
This doesn’t affect your right to return goods that are faulty, unsafe or not what you ordered.
Condition of returned items
- For a change of mind, items must be unopened, with seals intact, in their original packaging and in the same condition as when you received them.
- For faulty or damaged items, please return the item with its packaging, if you still have it.
- Please include your order number or proof of purchase.
We check every returned item. If a return doesn’t meet these conditions, we’ll explain why and arrange to give the item back to you.
How to return an item
- Contact us first by phone on +27 84 320 3993, by email at info@unikempharmacy.co.za, or on WhatsApp +27 84 320 3993. Tell us your order number, which item you are returning and why.
- Return the item. Bring it to the pharmacy at the A.K Centre during trading hours, or ask us to arrange a collection [client to confirm collection areas and any fee].
- We check it and let you know the outcome within [client to confirm] business days.
Faulty, damaged or incorrect items
If a product is faulty, unsafe or expired, you may return it within six months after you receive it. You can choose a replacement, a repair where that is possible, or a refund. We carry the cost and the risk of the return.
If your order arrives damaged, or we sent the wrong item or the wrong quantity, we’ll arrange its return at our cost and send you the right item or refund you.
If you think a medicine may be faulty, please don’t use it. Keep it in its packaging and contact us, and our pharmacist will advise you.
Cooling-off for online orders
If you buy online as an individual, section 44 of ECTA lets you cancel your order without a reason and without penalty within 7 days after you receive the goods.
- The cooling-off right covers eligible items that are unopened, sealed and in their original condition.
- It does not cover goods excluded by section 42 of ECTA. We treat medicines, and health and hygiene products that have been opened, as goods that by their nature cannot be returned (see What we can’t take back).
- To cancel, contact us within the 7 days, then return the items as explained in How to return an item.
- If you cancel your whole order, we refund everything you paid, including the delivery fee, within 30 days of your cancellation. The only cost you carry is the direct cost of returning the goods.
Who pays for returns
- Faulty, unsafe, expired, damaged or incorrect items: we do.
- Change of mind in the cooling-off period: you pay the direct cost of returning the goods. If you ask us to collect them, we’ll tell you the collection fee first [client to confirm].
2. Refunds
When we approve a return, or you cancel an order, we refund you as follows.
How we refund you
- We refund you using the same payment method you used, whether you bought online or in store.
- Payments made through Payfast or Peach Payments are refunded to the same card or account.
Payflex and Mobicred
If you paid with Payflex or Mobicred, we process your refund through them, and they reverse the payment on your plan or account under their own terms.
- Payflex updates your payment plan. Depending on how much you have already paid, it cancels or reduces the instalments still due, or pays money back to you.
- Mobicred credits the refunded amount to your Mobicred account.
We can’t refund these purchases in cash or to another account, because you would still owe Payflex or Mobicred for the purchase.
Delivery fees
- If you return items because of our mistake, such as a faulty, damaged, expired or incorrect item, or if we couldn’t deliver your order, we refund the delivery fee as well.
- If you cancel your whole order in the cooling-off period, we refund the delivery fee.
How long refunds take
- We process approved refunds within [client to confirm] business days.
- If you cancel in the cooling-off period, we refund you within 30 days of your cancellation at the latest, as ECTA requires.
- If we can’t supply an item you’ve paid for, we’ll tell you and refund you within 30 days.
- After we’ve processed a refund, your bank or payment provider may take [client to confirm] to show it in your account.
Questions about this policy?
Want to check whether an item can be returned, or need help with a refund? Contact us and we’ll help.
A.K Centre, 364 Klipfontein Rd, Rylands, Cape Town, 7764, South Africa