Refund and Return Policy

1. About This Policy

Remedixa is engaged in the international pharmaceutical export and distribution business. This policy applies to enquiries, quotations, orders, shipments, and related transactions handled by Remedixa through its website and other authorised communication channels.

Due to the nature of pharmaceutical products, returns and refunds are subject to product safety requirements, applicable laws, regulatory requirements, storage conditions, and the specific terms agreed for each transaction.

2. Pharmaceutical Product Returns

This restriction exists because pharmaceutical products may be affected by transportation, temperature, storage, handling, and other conditions after leaving our control.

Products that have been delivered to a customer or third party may therefore not be eligible for return or resale unless the return is expressly authorised following an appropriate review.

3. Damaged, Incorrect, or Defective Shipments

If you receive a shipment that appears to have been damaged during transportation, contains an incorrect product, or has another significant shipment-related issue, please contact Remedixa as soon as reasonably possible.

To help us investigate the issue, we may request:

• Order or quotation reference details
• Product name and relevant product information
• Photographs of the outer packaging
• Photographs of the damaged package or product
• Details of the issue identified
• Any relevant shipping or delivery documentation

Each case will be reviewed individually. Where appropriate and subject to verification, Remedixa may consider a replacement, corrective action, credit, or other appropriate resolution.

4. Products Damaged During Transit

If products are damaged during transportation, the matter may require investigation with the relevant logistics provider, carrier, insurer, or other responsible party.

Customers should notify Remedixa promptly after identifying significant damage and should retain relevant packaging and supporting documentation where possible.

Any resolution will depend on the nature of the damage, the available evidence, the applicable shipping terms, and the contractual and regulatory requirements applicable to the transaction.

5. Incorrect Products or Quantity

If you believe that the products delivered do not correspond with the confirmed order or agreed commercial documentation, please contact us promptly with the relevant details.

After reviewing the order, shipping records, and supporting information, Remedixa may determine the appropriate corrective action where an error is confirmed.

6. Order Cancellations

Cancellation requests should be submitted as soon as possible after an order or transaction has been confirmed.

Whether an order can be cancelled may depend on its stage of processing, including whether products have already been sourced, packed, documented, dispatched, or otherwise committed for export.

Once an order has entered processing, production, procurement, documentation, or shipment stages, cancellation may not be possible or may be subject to applicable costs and agreed terms.

7. Refunds and Payment Reversals

Where a refund is approved, the applicable amount and method of refund will depend on the circumstances of the transaction and the payment method used.

Refunds may be subject to deductions or adjustments where applicable costs have already been incurred, including approved transaction charges, logistics costs, documentation expenses, bank charges, or other non-recoverable costs.

The timing of any approved refund may also depend on the relevant banking institution, payment service provider, or financial institution involved in processing the payment.

8. Products Ordered by Mistake

Pharmaceutical products ordered incorrectly, ordered in error, or no longer required may not automatically qualify for return, replacement, or refund.

Any request relating to such circumstances will be reviewed individually, taking into account the product status, shipment status, applicable laws, storage requirements, and the specific terms agreed between the parties.

9. Customs, Import Restrictions, and Delivery Issues

Customers and importers are responsible for ensuring that the relevant products may legally be imported into the destination country and that all necessary permits, approvals, prescriptions, licences, and documentation are obtained where required.

A refund or return will not automatically be available where a shipment is delayed, refused, held, confiscated, or returned due to the customer's failure to comply with applicable import, customs, regulatory, or documentation requirements.

The specific responsibility of each party may also depend on the agreed commercial terms, shipping terms, and transaction documentation.

10. Products Requiring Special Storage Conditions

Certain pharmaceutical products may require specific temperature, handling, storage, or transportation conditions.

Where a product has been exposed to conditions outside the applicable storage or handling requirements after delivery or transfer of responsibility, it may not be eligible for return, replacement, or refund.

11. Non-Pharmaceutical Services

Where Remedixa provides business, sourcing, export-support, documentation, consultancy, or other non-product-related services, refund eligibility may depend on the specific scope of work, agreed commercial terms, and the stage at which the service has been performed.

Any applicable refund or cancellation terms may be agreed separately for specific services or business arrangements.

12. How to Submit a Return or Refund Request

To submit a request, please contact Remedixa using the details provided below and include sufficient information for us to identify and review the relevant transaction.

Please include, where applicable:

• Your name and company name
• Order, quotation, or transaction reference
• Product details
• Date of order or delivery
• Description of the issue
• Supporting photographs or documents

We may request additional information where reasonably necessary to investigate the matter.

13. Policy Changes

Remedixa may update this Refund and Return Policy from time to time to reflect changes in our business, services, applicable laws, regulatory requirements, or operational practices.

The updated version will be published on this page with the relevant revision or update date.

14. Contact Remedixa

If you have questions regarding this Refund and Return Policy or wish to submit a refund, return, replacement, or cancellation request, please contact us.