Refund and Returns Policy
At Divine Medicines, your health and safety are our top priority. Because we sell medicines, healthcare products, and personal care items, our refund and returns policy follows strict guidelines to keep every product we deliver safe and genuine for our customers.
Our Policy at a Glance
- Returns are accepted within 48 hours of delivery, and only for the reasons listed below.
- For safety and regulatory reasons, medicines cannot be returned once delivered, except in the specific cases described in Section 3.
- Refunds are issued to your original payment method, or as store credit, within 7–10 business days of an approved return.
Eligibility for Returns
You may request a return or refund if:
- You received the wrong item (different from what you ordered)
- Your order arrived damaged, broken, or leaking
- Your order arrived expired or close to expiry (less than 3 months of shelf life remaining, unless stated otherwise on the product page)
- A healthcare device or personal care item is defective or not working as described
- Your order is incomplete (missing items from what you paid for)
To be eligible, please contact us within 48 hours of delivery, along with your order number and a photo/video of the item received.
Non-Returnable Items
For safety, hygiene, and regulatory reasons, the following cannot be returned or exchanged once delivered, unless the item itself is wrong, damaged, or defective as described in Section 2:
- Prescription and over-the-counter medicines that have been opened, unsealed, or unpackaged
- Personal care, intimate hygiene, and feminine hygiene products
- Injectables, insulin, and cold-chain/temperature-sensitive products
- Sexual wellness products (condoms, lubricants, supplements)
- Any item without its original packaging, seal, or batch/expiry label intact
- Products marked as “Final Sale” or purchased during a clearance sale
This policy exists to make sure no medicine that has left our facility is ever resold, in line with standard pharmacy safety practice.
How to Request a Return or Refund
- Contact our support team within 48 hours of delivery via [WhatsApp/Phone number], [email address], or the Contact Us page.
- Share your order number, a brief description of the issue, and a photo or video of the product and packaging received.
- Our team will review your request within 24–48 hours and confirm whether it’s approved.
- If approved, we’ll arrange a pickup (if applicable) or guide you on how to send the item back.
Please do not send items back before receiving confirmation from our team.
Refunds
Once we receive and inspect the returned item, we’ll notify you by phone or email about the approval or rejection of your refund.
- Approved refunds are processed to your original payment method (card/bank/mobile wallet) or as store credit, whichever you prefer.
- Refunds are typically completed within 7–10 business days, though your bank or payment provider may take a few extra days to reflect the amount.
- Cash on Delivery (COD) orders are refunded via bank transfer or JazzCash/EasyPaisa to the account details you provide.
- Original delivery charges are non-refundable unless the return is due to our error (wrong item, damaged item, or defective product).
Exchanges
We offer exchanges only when:
- You received the wrong product, or
- The product arrived damaged or defective
To request an exchange, follow the same steps in Section 4. We’ll send the correct/replacement item once the original is picked up or verified.
Order Cancellations
- Orders can be cancelled free of charge before they are dispatched.
- Once an order has been shipped or is out for delivery, it can no longer be cancelled — you may refuse delivery, or follow the return process above once received.
Damaged or Incorrect Items on Delivery
If your package looks tampered with or damaged upon arrival, we recommend:
- Inspecting the item in front of the delivery rider if possible
- Refusing delivery if the packaging is visibly compromised
- Otherwise, reporting it to us within 48 hours with photos, so we can arrange a replacement or refund
Need Help?
Our support team is here to help with any return, refund, or order issue.
- WhatsApp: 0325-9493919 / 0309-1849167
- Phone: 0325-9493919 / 0309-1849167
- Email:Â [email protected]
- Hours:Â 08AM To 10PM
You can also reach us anytime through our Contact Us page.
