At Pharmatail, our goal is to ensure that every product reaches you in perfect condition. However, we understand that there may be situations where returns, replacements, or refunds become necessary. This policy outlines the procedures for handling such cases. By placing an order on our website, you agree to the procedures outlined below.

1. Non-Returnable Items

For safety and hygiene reasons, certain items cannot be returned or refunded once they have been opened or used. These include:

• Personal care items such as creams, serums, or hygiene products.
• Products with tampered or broken seals.
• Items specifically marked as “non-returnable” on the product page.

2. Return Timeline & Conditions

• Return requests must be submitted within 7 business days of receiving your order.
• Products must be unused, sealed, and in original condition with all packaging intact, including the barcode, outer carton, and security seal.
• Replacements depend on product availability.
• Exchanges are only allowed for hair dye and hair colour products, and customers must cover the courier charges for such exchanges.

3. Damaged, Defective, or Wrong Items

• If your order arrives damaged, defective, or incorrect, record a clear unboxing video capturing the entire process and product condition.
• Keep the product, packaging, and original materials intact.
• Claims must be submitted within 48 hours of delivery by emailing care@pharmatail.com with the required video and images.
• Without proper proof, such as an unboxing video, we may be unable to process your request.

4. Process for Returns & Refunds

To initiate a return, customers must first provide three clear images: one showing the product in its sealed and unused condition, another as it was delivered, and a third of the intact packaging materials. Whenever possible, we arrange a return pick-up. If this service isn’t available in your location, you may need to ship the product using the return shipping label we provide. Upon arrival at our warehouse, the item undergoes a thorough quality inspection. Refunds or replacements are approved only if the product passes inspection and is returned unused, undamaged, and in its original packaging.

5. Order Cancellations

• Orders can only be cancelled before dispatch from our warehouse.
• Once tracking details are updated or the order is handed over to the courier, cancellations are no longer possible.
• If you wish to cancel after shipping, the best option is to refuse delivery. Once the product is returned to our warehouse and has cleared inspection, a refund will be issued.

6. Delivery-Related Issues

• Deliveries are managed through third-party courier partners.
• In case of delays, courier rejections, or Return-to-Origin (RTO) issues, our team will work with the courier on your behalf to resolve the matter.

7. Refusal of Returns

We reserve the right to deny returns or refunds if:

• The product fails quality checks.
• The product or packaging is damaged due to misuse or improper handling after delivery.
• Requests are raised after the return window has expired.

8. Refund Timelines

• Refunds are processed within 3–5 business days after the product passes inspection.
• The actual credit time depends on your bank or payment provider.

9. Communication & Support

For faster assistance, always mention your Order ID when emailing us at care@pharmatail.com. Our team typically responds within 24–48 hours on business days.