Product Returns

  • Upon delivery, the customer must inspect the received product. In the event of any defect, damage, or incorrect item received, the customer must report the issue through the company's contact/communication channels within 24 hours of delivery. After this timeframe expires, the company will not consider any product return requests, and consequently, the product will not be eligible for return.
  • The return request must include: the order number, the list of products included in the order, the reason for the return, and—if requested—existing photos or videos of the product.
  •  The product may be returned only if the following circumstances are confirmed:
  1.  An incorrect product was delivered to the customer;
  2. The product delivered to the user does not correspond to the description provided on the platform;
  3.  A factory defect was discovered in the product supplied to the customer;
  • To make a decision regarding the return of a product, the company is entitled to request a visual inspection of the product; in such a case, the customer is obliged to deliver the product to any pharmacy operating under the Neopharm trademark.
  • If the company grants the customer's request regarding the return of the product, the cost of the product will be refunded to the customer within 5 banking days following the decision to accept the return, to the same bank account used for the original payment.

If the company does not satisfy the customer's request to return the product—and provided the product was handed over to Neopharm for physical inspection—the customer is entitled to receive the corresponding product at a Neopharm-branded pharmacy of their choice.