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Refund & Return Policy

We want you to feel completely confident ordering from Medx. Here’s exactly how returns, cancellations and refunds work — because medicines are handled a little differently than a typical online order.

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Last updated: 15 August 2026

1

Overview

This policy explains when you’re eligible for a refund or replacement on orders placed through Medx (the “App” or “Website”), operated by Medx Online Pharmacy (“Medx”, “we”, “us”). It applies to all orders placed online, by phone, or through our mobile app.

Because Medx sells medicines and healthcare products, our policy follows both consumer protection principles and pharmaceutical safety regulations in Pakistan — some categories cannot be returned once dispensed, for the safety of all customers.

2

Return Eligibility

You may request a return or refund within 7 days of delivery if any of the following apply:

  • The item received is different from what you ordered.
  • The product is damaged, tampered with, or has a broken safety seal on arrival.
  • The item is defective, expired, or close to its expiry date at the time of delivery.
  • The quantity delivered doesn't match your confirmed order.

Keep the packaging

To process a return quickly, please keep the original packaging, invoice and any batch/label stickers until your claim is resolved.

3

Non-Returnable Items

For hygiene and regulatory reasons, the following categories cannot be returned once delivered, unless they arrive damaged, expired or incorrect:

  • Medicines with a broken or opened safety seal.
  • Prescription medicines that have been dispensed correctly as prescribed.
  • Personal care, skin care and baby care items that have been opened or used.
  • Items marked "Final Sale" or purchased during clearance promotions.

4

Damaged, Wrong or Expired Items

If your order arrives damaged, incorrect, or with a short expiry, please report it within 48 hours of delivery through the app, website chat, or our support line, along with a photo of the item and the packing slip. Our pharmacist team reviews every claim within 1–2 business days.

Do not consume flagged medicine

If you receive a medicine you believe is expired, damaged, or tampered with, please do not use it. Contact us immediately and we’ll arrange a free replacement or refund.

5

Order Cancellations

You can cancel an order free of charge before it has been dispatched from our pharmacy, from the “My Orders” section of your account or by contacting support. Once an order has been packed or handed to our delivery partner, it can no longer be cancelled but may still qualify for a return under the eligibility terms above.

6

Refund Process & Timeline

Once your return or cancellation is approved, here’s what to expect:

STEP
TYPICAL TIMELINE
Claim submitted & reviewed by our team
1–2 business days
Pickup of item (if applicable)
2–4 business days
Refund approved & processed
1–2 business days after pickup/review
Funds reflected in your account
3–7 business days (bank/wallet dependent)

7

Refund Methods

  • Cash on Delivery orders are refunded via bank transfer or JazzCash/Easypaisa to the details you provide.
  • Card payments are refunded to the original card, typically within 5–7 business days depending on your bank.
  • Wallet payments (JazzCash, Easypaisa) are refunded to the same wallet within 3–5 business days.
  • You may also choose Medx Store Credit for a faster refund, applied instantly to your account.

10

Contact Us

Questions about a return or refund? Our support team is available every day.

Still need help with an order?

Track a delivery, start a return, or talk to our pharmacist team — we’re here every day of the week.

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