Refund & Return Policy

U.S. consumer rights and remedies

Products sold by HRPharmacyUSA come with consumer guarantees that cannot be excluded under applicable U.S. federal and state consumer protection laws. Depending on the nature of a problem, you may be entitled to a repair, replacement, refund or other remedy.

A time limit or condition in our voluntary change-of-mind policy does not apply where a product is faulty, unsafe, materially different from its description, not fit for a stated purpose, or otherwise fails to meet an applicable consumer guarantee.

Change-of-mind returns

As an additional benefit, we may accept a return of an eligible non-medicine product when you simply change your mind, provided you contact us within 14 calendar days after delivery and all conditions in this policy are satisfied.

Change-of-mind returns require our approval before dispatch. Approval is not automatic and may be refused where the product is excluded, opened, used, damaged, incomplete or no longer in a condition suitable for safe resale.

Conditions for an eligible change-of-mind return

An eligible product must generally be:

• unused, unopened and in its original saleable condition;
• sealed, with all tamper-evident, hygiene and manufacturer seals intact;
• returned with its original packaging, accessories, manuals and included items;
• free from damage, marks, odours, contamination or signs of storage outside product directions;
• supported by reasonable proof of purchase, such as an order number, invoice or payment record; and
• dispatched within 14 calendar days after we approve the return.

We may inspect a returned product before confirming whether it meets these voluntary change-of-mind conditions.

Products excluded from change-of-mind returns

Unless required by law, we do not accept change-of-mind returns for:

• prescription medicines, pharmacist-only medicines, pharmacy medicines or dispensed products;
• opened medicines, supplements, FDA-regulated health products or products with a broken seal;
• temperature-sensitive, refrigerated, perishable or specially stored products;
• opened personal-care, hygiene, intimate, oral-care, wound-care or infection-control products;
• customised, compounded, specially ordered or patient-specific products;
• digital products, gift cards or services that have already been supplied; and
• any item that cannot be safely resold because its storage, handling or integrity cannot be verified.

These exclusions apply only to change-of-mind requests. They do not remove rights relating to faulty, unsafe, damaged, incorrectly supplied or recalled products.

How to request a return

Email or call us before returning a product. Please provide your name, order number, the product involved, the reason for the request and the remedy you are seeking.

For damaged, incorrect, faulty or unsafe products, photographs of the product, packaging, batch number, expiry date and shipping label may help us assess the issue. We may request other reasonable information, but we will not impose unnecessary barriers to a lawful claim.

Sending an approved return

After approving a return, we will provide the return address and any packaging, carrier or reference instructions. Products sent to our street or postal address without approval may not reach the correct returns team and may be delayed or rejected.

Pack the product securely to prevent damage in transit. Unless we provide a prepaid method, use a trackable service and retain the receipt and tracking number until the return is resolved.

Return shipping and original delivery charges

Change-of-mind returns

You are responsible for return shipping costs for an approved change-of-mind return. Any original shipping charge, including the standard USD $30.00 charge applying to orders below USD $199.00, is generally not refundable for a change-of-mind return.

We do not retrospectively add a shipping charge solely because a partial return reduces the value of products you keep below the free-shipping threshold.

Faulty, damaged or incorrect products

Where a product fails an applicable consumer guarantee or we supplied the wrong product, we will bear reasonable return costs and refund or reimburse delivery costs where required by law. Contact us before arranging postage so we can provide appropriate instructions.

Damaged, missing or incorrect orders

Contact us as soon as reasonably possible if a parcel arrives damaged, an item is missing, or you receive a product different from the product ordered. Keep the product, packaging, shipping label and any damaged contents until we tell you what to do.

After assessment, we may arrange a replacement, refund, return, collection or another appropriate remedy. Prompt reporting helps us investigate with the carrier, but it does not reduce any right you have under applicable U.S. federal and state consumer protection laws.

Faulty, unsafe or not-as-described products

We are responsible for addressing problems with products we sell. We may assess the product and relevant information before providing a remedy. The available remedy depends on the product, the nature and seriousness of the problem, and applicable law.

For a major failure, you may be entitled to reject the product and choose a refund or replacement. For a minor problem, we may choose an appropriate remedy and must provide it within a reasonable time. Nothing in this policy requires you to deal directly with the manufacturer instead of contacting us.

Medicines and FDA-regulated health products

Medicines and many FDA-regulated health products are not accepted for change-of-mind return after dispatch because we cannot verify how they were stored, handled or protected after leaving our control, and returned products may not be suitable for safe resupply.

You may still be entitled to a remedy where a medicine or therapeutic good is incorrect, damaged, defective, unsafe, recalled, supplied contrary to the order or otherwise fails an applicable consumer guarantee. Contact us before returning or disposing of the product.

Product recalls and safety actions

If a product is affected by a recall, product alert, correction or quarantine, follow the instructions issued by us, the supplier, manufacturer or U.S. Food and Drug Administration. Instructions may require you to stop using, return, quarantine or safely dispose of the product.

The remedy and return method will depend on the safety action and applicable law. Current U.S. drug recalls and safety alerts are available through the FDA drug recall information.

Refund method and processing time

Once a refund is approved, we will generally return the amount to the original payment method, unless you agree to another lawful method. The refund will reflect the price actually paid for the returned product, including any applicable discount.

We aim to submit an approved refund within 10 business days. Your bank, card issuer or payment provider may take additional time to display the credit. Refund timing may also depend on completion of a lawful product assessment or carrier investigation.

Exchanges and replacements

Product availability, prescription requirements and safety considerations may affect whether a direct exchange is possible. We may process an approved change-of-mind exchange as a refund followed by a new order at the price and availability applying when the replacement order is placed.

Where a replacement is provided for a faulty, damaged or incorrect product, we will explain whether the original product must be returned, collected, quarantined or safely disposed of.

Discounts, bundles, bonus items and gifts

Refunds are based on the amount actually paid after discounts, credits and promotions. For a voluntary change-of-mind return involving a bundle or multi-buy offer, the refund may be recalculated using the promotional terms that applied to the products you keep.

A bonus or gift supplied with a change-of-mind purchase must also be returned unused and in saleable condition. If it is not returned, we may deduct its reasonable disclosed value from the voluntary refund. These conditions do not reduce remedies available for a consumer-guarantee failure.

Order cancellations before dispatch

Contact us immediately if you wish to cancel an order. We will try to stop processing, but we cannot guarantee cancellation once payment, prescription assessment, dispensing, packing or dispatch has started.

If cancellation is possible, we will refund the cancelled amount using the original payment method. If the order has already been dispatched, the return conditions in this policy apply. Patient-specific, compounded or specially ordered items may not be cancellable after preparation begins.

Unapproved, ineligible or abandoned returns

Do not send a return without approval. If a product does not meet the voluntary return conditions, we may refuse the change-of-mind refund and ask you to pay reasonable costs for the product to be sent back to you.

Where a returned product cannot lawfully or safely be reshipped, we may arrange secure disposal after giving reasonable notice. We will not use this section to avoid a remedy required by law.

Changes to this Refund & Return Policy

We may update this policy to reflect changes to our products, operational processes, payment providers, pharmacy requirements or legal obligations. The latest version will be published on this page with an updated date.

The policy applying when your order was placed will generally govern any voluntary change-of-mind benefit for that order. Mandatory consumer rights apply according to law.