Return and Refund Policy

Effective Date: January 1, 2026

Medicines are not ordinary retail goods. Once a medicine leaves the pharmacy’s controlled storage, we can no longer guarantee how it was kept. This is why licensed pharmacies everywhere, including Delta Pharmacy, cannot restock returned medicines. Our policy below is designed to be as fair as safety and DRAP rules allow.

1. What we will always take back (our mistake or a product fault)

Contact us within 48 hours of delivery, and we will replace the item or refund you in full, including delivery charges, if:

• We delivered the wrong item, wrong strength, or wrong quantity.
• The item arrived damaged, leaking, broken, or with a tampered seal.
• The item was expired, or within 30 days of expiry, on delivery.
• A cold chain item arrived without intact cold packaging.

Keep the item, its packaging, and the invoice. We will arrange free pickup within Karachi and courier return at our cost for other cities. A photo of the issue on WhatsApp speeds things up.

2. What cannot be returned

For safety and regulatory reasons, we cannot accept returns of:

• Medicines that were correctly supplied as ordered. This includes “changed my mind” and “doctor changed the prescription” situations.
• Refrigerated or cold chain items (insulin, vaccines, biologics) once delivered with intact cold packaging.
• Opened or used products of any kind.
• Baby formula and food items with broken seals.

We know a mid-treatment prescription change is frustrating. Call us anyway. If the parcel has not yet been dispatched, we will cancel and refund without question. If it has, we will do whatever the rules allow.

3. Refusing a parcel at the door

You may refuse a parcel at the door if it is visibly damaged or not what you ordered. Refused COD parcels cost you nothing. Refused prepaid parcels are refunded as described in section 5.

4. Non-medicine products (devices, personal care)

Medical devices such as BP monitors, glucometers, nebulizers, and thermometers carry the manufacturer’s warranty. We will help you claim it, and we will replace units that are dead on arrival if reported within 7 days. Unopened personal care products in original packaging may be returned within 7 days of delivery. Return shipping is on us if the error was ours, otherwise on the customer.

5. How refunds are paid

We confirm every refund by SMS or WhatsApp with a reference number. If a refund has not reached you in the stated window, contact us with the reference, and we will follow up with the bank or wallet provider.

6. How to start a return

WhatsApp or call +92 328 2010237, or email care@deltapharmacy.pk, with your order number and a photo of the issue. We respond within 24 hours, seven days a week.