Refund Policy

At Ackermans Pharmacy, we strive to ensure your complete satisfaction with your purchase. However, due to the nature of our products, especially medicines, we have specific guidelines regarding returns, exchanges and refunds.

General Returns and Exchanges

Unscheduled products: You may return or exchange non-prescription and unscheduled products within 7 days of receiving your order, provided that:

• The item is unopened and in its original packaging
• The item is in resalable condition
• A valid proof of purchase (receipt or order confirmation) is provided

Medicines

Scheduled medicines: In compliance with South African Pharmacy Council regulations, all scheduled medicines (for example, prescriptions and controlled substances) cannot be returned or exchanged. This policy is in place to ensure the safety and well-being of our customers.

Unopened medicines: If you receive an unopened medicine that is damaged or faulty, please contact our customer service within 24 hours of delivery for assistance. We will evaluate the case and provide a resolution, which may include a refund or exchange.

How to Initiate a Return or Exchange

1. Contact customer support. Reach out to our customer support team to request a return or exchange.
2. Provide details. Include the order number, the item(s) you wish to return or exchange, and the reason for the return.
3. Await instructions. Our team will provide you with return instructions and a return authorization, if applicable.
4. Ship the item back to us using a trackable shipping method. Please ensure that the item is securely packaged to prevent damage during transit.

Refund Process

Once we receive the returned item, we will process your refund within 7 business days. Refunds will be issued using the original payment method, provided the return complies with our policy.

Damaged or Faulty Items

If you receive a damaged or faulty item, please contact us immediately to resolve the issue. We may request photos or additional information to assist with your claim.

Changes to This Policy

Ackermans Pharmacy reserves the right to amend this Refund Policy at any time. Any changes will be communicated through our website. We encourage you to review this policy periodically.

Contact Us

Should you have any questions or need assistance with a return, exchange or refund, please contact our customer service team:

Phone: (011) 828 9000
Email: ackermans@ackmain.com