Refunds, Returns and Exchanges
Please note that prescription and refill orders made online cannot be returned, refunded or exchanged. Please call us on 601-892-4121 if you have a query regarding a prescription or refill.
For non-prescription orders, we accept returns up to 14 days after delivery, if the item is unused and in its original condition, and we will refund the full order amount minus the shipping costs for the return.
Returns for Change of Mind
Except for any products designated on the Site as final sale or non-returnable, we may accept a return of the products due to change of mind, for an exchange or credit note provided you submit a request to us via email within 14 days of receiving your order and subsequently return the product to us within 14 days of submitting your request. We cannot guarantee that a return will be possible after these timeframes. You must include in the request valid proof of purchase from our pharmacy and confirmation that the products are being returned in their original condition.
If you would like to exchange your item, please let us know and we will confirm if the alternative item is available or not.
If you have ordered the wrong product, contact us to request an exchange.
You are responsible for all shipping and handling charges on items returned due to change of mind. You bear the risk of loss during shipment for returns.
Damaged, Lost or Defective Products
If your order arrives damaged in any way, please email us as soon as possible at pharmacy@citydrug.biz with your order number and a photo of the item’s condition. We address these on a case-by-case basis, with the following general guidelines:
- If you suspect your product has been damaged during delivery, please do not throw away the parcel or covering or any other evidence of the damage. If possible, do not sign for the parcel from the delivery company. Please contact us within 7 days of receiving your order and we will organize the return of the product for inspection. If we agree that the product was damaged during delivery, we will endeavour to send you an identical replacement product, or if a replacement is not available, we may offer you a credit note or refund and will do so within a reasonable time.
- You must return a product that is damaged, or notify us of any lost or incomplete deliveries, within 7 days of receiving your order so that we can arrange the inspection of the product or lay a claim against the carrier. Failure to do so may result in the claim being declined.
- If you receive a defective product, please contact us within 7 days of receiving your order and we will organise the return of the product for inspection. If we agree that the product is defective and unlikely to have occurred through abnormal use, we will endeavor to send you an identical replacement product, or if a replacement is not available, we may offer you a repair, credit note or refund and will do so within a reasonable time. You must return a product that is defective so that we can arrange the inspection of the product. Failure to do so may result in the claim being declined.
- In some circumstances, the product may be sent to the manufacturer or their repair agent to determine the issue and its resolution. When the product is sent to the manufacturer or their agent, we will ask them to assess the product and provide their assessment within a reasonable timeframe.
- We reserve the right to decide in our sole discretion whether we will accept the return of any products for replacement, repair, credit or refund. We will not accept return of any product that has been tampered with, where the damage has resulted from misuse or incorrect storage by you or where the product is expressly sold on a non-returnable basis and is returned due to change of mind. Where a returned product is not accepted, we will return it to you at your expense. Receipt by us of returned product does not constitute acceptance for any purposes.
