We hope you are happy with all the products you bought from us, but if you’re not entirely satisfied, you’ll find details of our Refund policy below.
We strongly recommend that all items be checked fully at the time of delivery.
In general, unless otherwise indicated, an item may be eligible for return within the applicable return window if it fulfills one or more of the following conditions:
It is different from what was ordered
It is defective
Suffered physical damage during delivery
Some parts are missing
We are happy to accept a complete return and issue a full refund for prescription medicines if it fulfills one or more of the following conditions:
If the products do not match your order/prescription
Products are defective or physically damaged
Products have a shelf life of fewer than 3 months
You’re entitled to return your items within 14 working days and receive a full refund.
Acceptable return items
All items must be returned in their original condition, with price tags intact, user manual, warranty cards, original accessories and in the original manufacturer’s box/packaging as delivered to you.
In case of medicines, items must be returned in full, in their original condition, with box, strip and packaging intact.
If you wish to return a device that stores any personal information, please ensure that you have removed all such information from the device prior to returning. zena pharma shall not be liable in any manner for any misuse or usage of such information.
Please note that we are unable to accept returns for the following:
Unsealed items with a protective seal due to health protection or hygiene reasons.
Personal hygiene products.
Products bought in a clearance sale and marked as “non-returnable” on the category detail or product detail page.
How to return an item?
Please contact our customer care within 14 working days of receiving your items Via Email or completing the form on our contact us page.
Once you’ve notified our Customer Care team about returning your items, you will receive instructions about how and where to send or drop off your return items. The options may include shipping by courier, pick up by our delivery agent, or drop off at a designated zena pharma. Please note that all options are not available in all areas and our customer care will make all efforts to facilitate a convenient option.
Unfortunately, we’re unable to cover the costs of returning your items and cannot be liable for any damages incurred during transit. Please ensure they are properly secured and packaged and we recommend sending all return items via a branded courier service where required.
How long will it take to process my return?
We aim to process your return within 24 hours of receiving the item, however, it can take up to 30 days to receive the refund via the original payment method.
Please note that upon processing the return, we are entitled to deduct an amount from the refund to reflect any loss of revenue in the value of items returned which may be 100%, if the loss is the result of unnecessary handling of the goods by you.
In some cases, we may be able to offer only a replacement or credit note in place of a refund. We will notify you accordingly as soon as the return is processed by our returns department.
Upon placing the order, if you would like to cancel it, you can do so by signing in to your account in the order history section of the website, while the order status is in a created state.
Once the order has been approved by our team, please contact our customer care team via Email for cancellation requests. If the request is received prior to the order being shipped, a complete refund will be made.
Once the order is shipped, cancellations are treated as returns and the process outlined in the returns section will be applicable.
All returns will be subject to a 15% restocking fee. Remember, if you would like to return or exchange your item, you must contact us before sending it back. Items returned to us without notification will not be eligible for a refund or exchange.
Returns will not be accepted on items that are:
- Opened or used
- Missing their serial number or UPC
- Special orders (returned at our discretion)
- Returned more then 30 days after delivery
- Returned without notification