Refund policy

MEDOINN RETURN AND REFUND POLICY

Effective Date: 2nd November 2025

At Medoinn, we are committed to providing genuine, high-quality products. Due to the sensitive nature of medicines and health products, our return policy is strict to ensure the safety and efficacy of all items for all our customers, in line with health regulations in Pakistan.

1. ELIGIBILITY FOR RETURN AND EXCHANGE

We accept returns or exchanges only under the following conditions:

  • Damaged Product: The item received is physically damaged during shipping.

  • Defective/Expired Product: The item is defective or has expired at the time of delivery.

  • Wrong Product Received: The item delivered does not match the product you ordered.

All returns must be reported within 5 days of the delivery date.

 

2. NON-RETURNABLE ITEMS (STRICTLY EXCLUDED)

For health, safety, and hygiene reasons, and in accordance with best practices for pharmaceutical sales, the following items cannot be returned or exchanged under any circumstances, unless they are proven to be damaged, expired, or incorrect upon delivery:

  • Prescription and Non-Prescription Medicines: Once the outer seal or packaging is opened or tampered with.

  • Refrigerated or Temperature-Sensitive Items: (e.g., Insulin, certain vaccines, temperature-controlled biological products).

  • Personal Care and Hygiene Items: Including supplements, vitamins, surgical goods, testing strips, intimate products, baby milk, and formula.

  • Loose Products: Items that are dispensed or sold individually (e.g., loose tablets, capsules).

  • Products without Original Packaging: Any item missing its original packaging, labels, or seals.

 

3. RETURN PROCESS AND CONDITION

To be eligible for a return:

  1. Contact Us: You must notify Medoinn Customer Service via phone (0315-9752222) or email support@medoinn.com within the 5-day period from the date of delivery.

  2. Provide Proof: You must provide your Order Number and clear photographic or video evidence of the damage, defect, or discrepancy.

  3. Condition: The item must be unused and in the exact same condition that you received it, with all seals and tags intact.

  Medoinn Surgical (SMC-Private) Limited reserves the right to refuse a return if the item does not pass our quality check upon receipt.

 

4. REFUND METHOD

Once your return is received and inspected and meets the conditions above, we will notify you of the approval or rejection of your refund.

  • Approved Refunds: All refunds will be processed via Bank Transfer to the customer's provided bank account.

  • Processing Time: The refund amount will be credited within 7 to 10 working days after the returned item has been received and the quality check is successfully completed.

 

5. SHIPPING COSTS FOR RETURNS

 

  • Medoinn Mistake (Damaged, Expired, Wrong Item): If the return is due to an error on our part, Medoinn will cover the return shipping costs and arrange for the pickup or provide a shipping label.

  • Customer Mistake ("Change of Mind"): Please note that we do not accept returns for change of mind, particularly for medicines. If an item is returned by a customer due to their mistake (e.g., incorrect size/variant selection for non-medicine items), the customer will be responsible for bearing the full cost of return shipping.

 

6. CANCELLATION POLICY

  • You may cancel your order at any time before it has been dispatched from our facility.

  • To cancel, please immediately call us at 0315-9752222. If the order has already been shipped, you may refuse to accept the delivery, and the refund (less any applicable shipping charges) will be processed upon the return of the package to our warehouse.