Refund Policy

At MedaKi, we are committed to ensuring your satisfaction with every purchase. Our refund policy is designed to be fair and transparent while adhering to healthcare regulations and safety standards. Please review the following guidelines carefully.

Your order is prepared and fulfilled by your local pharmacy. If you need a return or refund, we coordinate it with that pharmacy for you; just reach out to us and we'll take care of the rest. Please note that for health and safety reasons, some products cannot be returned under provincial regulations, and your pharmacy may have additional restrictions where the law allows.

Over-the-counter (OTC) products may be returned within 30 days of purchase if they meet the following conditions:

• Products are unopened and in their original packaging
• Products are in resalable condition
• Original receipt or proof of purchase is provided
• Products are not on the non-returnable list (e.g., thermometers, personal care items)

You may cancel your order and receive a full refund under these conditions:

• Cancellation requested before the order has been processed
• Cancellation requested before shipment has been dispatched

Once an order has been shipped, cancellation is no longer possible, but you may be eligible for a return based on the conditions above.

Before your order is dispatched, the pharmacy may propose to substitute an item with an equivalent product, or to reduce an item's quantity when it can only supply part of what you ordered. Because your payment is only captured at dispatch, any change you approve — or reject — simply adjusts the authorized amount: you are never charged more than the final order total, and no refund is needed for changes made before dispatch.

• Proposed substitutions take effect only with your approval. Rejecting one removes the item and lowers your total; if it was the only item, the order is cancelled and you are not charged. A proposal left unanswered for 48 hours cancels the order with no charge.
• Pre-authorized substitutions (enabled by you at checkout, with a price cap you choose) are applied automatically and you are notified. You can reverse an automatically applied substitution at no cost until your order is dispatched or a shipping label has been purchased for it — the original item is restored where available, otherwise the item is removed and your total adjusted.

After dispatch, a substituted item follows the same return conditions as any other item in this policy.

If your order arrives damaged or defective, or you receive the wrong item, contact us within 7 days of delivery. Please keep the item and its packaging and, where possible, include photos with your request. Eligible claims receive a replacement or a full refund, including any delivery or shipping fees, at no cost to you.

To initiate a refund or return request, please follow these steps:

1. Contact our support team through our contact form
2. Provide your order number and reason for the refund request
3. Follow the instructions provided by our support team
4. If a return is required, ship items back using the provided return label

If you have any questions about our refund policy or need assistance with a return, please don't hesitate to reach out through our contact form. Our team will respond as soon as possible.