Refund And Return Introduction 

Return Instructions for online purchases 

This covers instructions for return of products when online purchases are delivered to you. This does not cover purchases made at the physical stores – you should return these items to the same store of purchase. 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Due to legal restrictions, prescription medications ordered online can‘t be returned to MedeCify Outlet  

STEP 1: 

Receive product from dispatch 

Receive ordered products from the dispatch officer 

STEP 2: 

Examine product for the correctness 

Ensure product(s) are well examined and meet your specification based on the order made online 

MedeCify will provide a refund to a customer in accordance with the Consumer Law, when there is proof of purchase, under the following circumstances: 

  • If the goods are faulty 
  • The goods are not as described by the store 
  • The goods are unable to be used for their intended purpose 
  • The goods do not meet a reasonably expected level of quality or performance 
  • The product had expired at the time of purchase, or could not be used reasonably in the time remaining. 

Customers are not legally entitled to a refund if: 

  • They change their mind or no longer want the goods 
  • Knew about the fault prior to purchase or if they cause the fault 
  • Choose the wrong size, colour, strength etc. 
  • They find the item cheaper elsewhere 


Due to legal restrictions, prescription medications ordered online can‘t be returned 

The following products are not eligible for return under any circumstance 

  • Food and Beverages 
  • Prescription medicines 
  • Products requiring special temperature storage conditions i.e. Cold Chain 

 Refunds may not be provided on prescription items, pharmacy medicines, pharmacist only medicines, vitamins or baby formula as these products are unable to be returned to stock or re-sold after leaving the premises. Storage conditions and therefore, the effectiveness of the product and/or medication, are unable to be guaranteed once this has occurred. 

STEP 3: 

Return product if otherwise 

Please login to your account on our website and select ‘Orders’ then ‘Returns’. At the portal, enter your order information and then select the product(s) you would like to return. Please explain the reason for return, select the appropriate option and upload a photo. You can choose to have the amount returned to your payment method or to your e-wallet. Once you hit confirm, you will be notified that we have received your request and we will begin reviewing immediately.  

STEP 4: 

Refund Processed 

As soon as your returned item is approved by the Company, your refund will be processed by crediting the payment option you chose. 

Unavailable Stock? 

The ordered item would be sourced for and delivered to you between 24 – 48 hours; if still unavailable, we will issue a complete refund as well as offer online-store credit and/or customer loyalty points to hopefully retain your business. We apologize for this inconvenience.  


Delivery costs are non-refundable.  

The turn-around-time required to get your replaced product to you may vary depending on your location. 


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected].


We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected] and send your item to any closest pickup location.


If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Customer Support  

Please contact our Customer Services teams via the chat on our website or call 09160246506 during our opening hours (Monday-Friday 9:00 am- 5:30 pm, Saturday – 9:00 am-1:00 pm) and we will advise you how to return the items. 

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