Return & Refunds

01 General Policy

Due to the nature of pharmaceutical and healthcare products, returns and refunds are subject to product safety, storage requirements, applicable regulations, and the circumstances of the order.

We review requests individually and aim to provide a fair resolution in accordance with applicable law. Nothing in this policy is intended to restrict any consumer right or remedy that cannot legally be excluded.

02 Eligibility for Returns

Please contact our customer support team if you receive any of the following:

• A product different from the one ordered.
• A damaged or defective product.
• A product that was expired at the time of delivery.
• An incomplete order or a product missing from the package.

To help us investigate, we may request your order number, photographs of the product and packaging, batch details, or other relevant information.

03 Products That May Not Be Eligible for Return

For safety, hygiene, storage, and quality-control reasons, returns of pharmaceutical or healthcare products that have been opened, used, tampered with, or stored improperly after delivery may not be accepted where legally permissible.

Products supplied against a prescription may be subject to additional restrictions under applicable law. Each request will be assessed according to the product type and relevant legal requirements.

These restrictions do not remove any legally applicable right to a refund, replacement, or other remedy for an incorrect, defective, damaged, or otherwise non-compliant product.

04 How to Request a Return or Refund

To request assistance, contact our customer support team using the details provided below.

• Email: info@suprimeda.com
• Order reference: Provide your order number.
• Issue details: Describe the problem and attach relevant photographs or supporting information, where applicable.

Our team will review the request, may ask for additional information where reasonably necessary, and communicate the next steps.

05 Refunds

Where a refund is approved or required under applicable law, it will generally be processed through the original payment method wherever practicable, or through another lawful method agreed with the customer.

We generally aim to initiate approved refunds within 5–7 business days after approval. The time required for the refunded amount to appear in your account may depend on your bank or payment provider.

Any mandatory refund requirement or timeline under applicable law takes precedence over the indicative processing period stated above.

06 Replacements and Incorrect Deliveries

If you receive an incorrect, damaged, defective, or incomplete order, please contact our customer support team with your order details and supporting evidence.

Depending on the circumstances, stock availability, product type, and applicable regulations, we may arrange a replacement, refund, or another appropriate resolution.

Please do not use or dispose of a product that is the subject of a complaint until our team has provided instructions, where it is safe and reasonable to retain it.

07 Order Cancellation

If you wish to cancel an order, contact our customer support team as soon as possible and provide your order number.

Cancellation requests may depend on the order's processing, dispatch, and delivery status. Once an order has been dispatched, cancellation may not be possible in every case.

Any eligible refund for a cancelled order will be handled in accordance with this policy and applicable law. Nothing in this section limits any cancellation or refund rights that apply by law.

08 Shipping Charges

Shipping and delivery charges, where applicable, will be displayed during checkout or communicated before an order is confirmed.

Whether shipping charges are refundable will depend on the circumstances of the return or cancellation and applicable law. Where an issue is attributable to an incorrect, defective, damaged, or non-compliant delivery, we will assess the appropriate resolution in accordance with applicable requirements.

09 Contact and Grievance Redressal

If you have a question, complaint, or request concerning a return, replacement, cancellation, or refund, please contact us using the details below.