Refund and Return Policy

• We are not liable for any loss or damage from your use of any prescribed medicine that you obtain from a third-party partner pharmacy if you supply incorrect, misleading or incomplete information. Although we make reasonable efforts to update the information on our site, including descriptions of any product or service, we make no representations, warranties or guarantees, whether express or implied, that the content on our site is accurate, complete or up to date.
• The images of the products on our site remain for illustrative purposes only. We accept no responsibility for any reliance that you may place on the accuracy of the images used on our site including the packaging of the products displayed.
  All products shown on our site remain at all times subject to availability.
• If you require a particular brand of prescribed medicine, you must communicate this to us during the consultation or you mention your specifications on the note dashboard when placing your order.
•  You will not be entitled to a refund from us if the pharmacy is unable to fulfil your request or your requested product is unavailable.
  

  For cancellations and refunds relating to the service provided by US Alpha Pharma only, please see below.

• Our policies do not allow for any prescribed medication to be returned as we do not dispense or handle any prescribed medicines. If you have any unwanted or unused medication, you can take it to a local pharmacy and they will dispose of the products safely.
  

  Cancellations

• If you have used our service and have ordered any products that are to be collected by you, you can cancel such an order up to the point of your consultation is still being reviewed.
•  Your right to cancel the order ends on the date you receive the prescription ID (the date on which we notify you to confirm our acceptance of your order), which is when the contract between us is formed.
• You will not be entitled to a refund from us once you are in receipt of the above.
  

  Refund Limitations

• Once your order has been approved by our customer support, there is a $20 non-refundable prescription and handling fee.
• You must contact us within 14 days of your order being delivered and complete the refund request form provided by our customer support team. Once this form has been completed and sent back to us, we will review your refund request within 48 hours. If accepted, we will refund the price of the product and any applicable delivery charges only. The prescription and handling fee will not be refunded. If you contact us after the 14 day period, you will not be entitled to any refund.
• If, for any reason, we suspect malpractice or fraudulent refund activity, we reserve the right to close your account.
• If you wish to return your medication, you must contact our customer service team prior to returning by emailing or whatsapp us to discuss your order and return. If your order is returned at your own cost without notifying our customer service team beforehand, we will be unable to process your refund.
• If your chosen delivery address is not a home or secure work address, e.g. a Hotel, then this is at your own risk. You will not be entitled to a refund if your order is correctly delivered to that address.
• If the couriers tracking GPS states that your order was delivered at the correct delivery location, you will not be entitled to a refund or replacement.
• If the courier has your signed signature as proof of delivery, you will not be entitled to a refund.
• If your order is not received due to an admitted error with the courier, you are entitled to a refund.
• You are not entitled to a refund if your diagnosis has changed, meaning your order is no longer needed or required.
• If you are not present (i.e not at home) to accept your parcel within the 1hr time slot given by the courier, and have left no safe place for the courier to leave your parcel, you are not entitled to a refund or replacement.
• Parcels which are delivered during your 1hr time slot at your chosen safe place, are left at your own risk and you will not be entitled to a refund or replacement. This includes parcels diverted to Parcel Shops or collection points.
• All products are original branded and genuine products to be specific, unless stated in either the title or description. Images used are for illustrative purposes only and unless stated, do not dictate the brand you will receive. You are not entitled to a refund if the brand you receive was not desired or if you selected an incorrect medication so make sure you precise the brand you want on the note dashboard on the checkout page if its not stated. This includes if you incorrectly chose a generic medication, when a branded version was required, and vice versa.
  

  Missing/Damaged/Dispensing Error

• If an order arrives damaged, with parts of your order missing or if a dispensing error has been made, you must contact us within 14 days of your recorded delivery to organise a refund/resend.

         Lost / Undelivered parcels

• If your parcel is marked as delivered but you have not received your order, you will need to contact us within 14 days of the recorded delivery date.
• If your parcel has had no tracking update within the last 5 days, you will need to contact our customer support team in order to raise an investigation with the courier. Investigations with couriers can take up to 72 hours, please allow this time for our customer support team to try and locate the whereabouts of your parcel.
• You are not entitled to a refund until an investigation has been completed and the courier has confirmed that the parcel has been lost.
  

  Contact Details

  You can contact our customer service team using the details below:
  Email
  info@usalphapharma.com

• If you are emailing us or whatsapp or writing to us, please include details of your order to help us to identify it.
  This policy is offered in addition to your legal rights.
• Do not throw away any medicines via wastewater or household waste. Ask your local pharmacist how to throw away medicines you no longer use.

           How to refund :

• For refund requests please include photos of all the items you have received

Step 1

• Take a photo of the packaging materials and the packages.

Step 2

• Take a close up photo of the shipping label.

Step 3

• Take a clear photo of the packing slip without any obstruction. If the photo sent is not legible,  you may be asked to retake photos, so please make sure we can read it. We reserve the right to not process claims with no packing slip.

Step 4

• Please send all of the photos you’ve taken along with your ORDER NUMBER using:

• Email: info@usalphapharma.com
  or
  Send through WhatsApp or our LIVE CHAT open 24/7

• when all these informations are provided we will do a review and your refund will be assured