Refund & Return Policy
Last updated: October 23, 2025
1.
Introduction
MedaKi.ca ("MedaKi", "we", "us", "our") is a software platform that connects users ("you", "Customer") with independent pharmacies ("Pharmacies") to order and purchase health related and other front shop products. MedaKi facilitates the ordering, payment processing, and order tracking, but the handling of returns, refunds, and customer service is the responsibility of the relevant Pharmacy, unless otherwise noted below.
2.
Applicability
This policy applies to all orders placed by Customers through the MedaKi.ca platform (website or app). By placing an order, you agree to the terms below and acknowledge that the Pharmacy's specific policy may apply.
3.
Refunds and Returns / General Principles
Defective, damaged, or incorrect items:
If a product you receive is defective, damaged during shipping, expired, or incorrect (wrong product, wrong quantity, etc.), you may be eligible for a refund, replacement, or adjustment. You must notify the Pharmacy (and MedaKi support) within 3 days of delivery.
Cancellation before shipment:
If you cancel your order before it has been processed or dispatched by the pharmacy, you may be eligible for a full refund.
Buyer's remorse / Change of mind:
Some Pharmacies may allow returns and refunds for products that are unused and in original sealed packaging if requested within 3 days. However, many pharmaceutical and health related products are non-returnable for health, safety, and regulatory reasons. Please check the Pharmacy's specific return policy.
Exclusions:
Products that are opened, used, or not in saleable condition, and regulatory or prescription-only items, are generally non-returnable and non-refundable, except in cases of defect, damage, or regulatory requirement.
4.
How to Request a Refund or Return
- Contact the Pharmacy directly via the contact details provided in your order confirmation. Include your order number, product name, reason for return/refund, and photographic evidence if applicable.
- MedaKi's support team is available to help mediate disputes or assist with the process, but final decisions and operations are handled by the Pharmacy.
- If approved, the refund will be issued via the original payment method used for the order. Processing times may vary depending on the pharmacy and payment provider.
5.
Fees & Shipping Costs
- Return shipping costs are generally the responsibility of the Customer, unless the return is due to a defect, damage, or error by the Pharmacy.
- Any restocking or handling fees charged by Pharmacies should be clearly disclosed to the Customer before placing the order.
6.
Timing
- Refunds for approved returns will be issued within 7 business days after the Pharmacy receives the returned goods and verifies their condition.
- If no return is required (e.g., defective item), refund will be processed within 7 business days of approval.
- Please note that bank / credit card processing times may add additional delay.
7.
Disputes
If you are not satisfied with the Pharmacy's resolution, you may escalate the matter to MedaKi support. We will review the case and, where possible, facilitate resolution, but do not guarantee outcomes, as policies and legal obligations vary by pharmacy and jurisdiction.
8.
Transparency & Disclosure
- MedaKi will display a link to the refund/return policy on the checkout page before purchase.
- Each Pharmacy must publish a link to their specific return/refund policy in a clearly visible manner (e.g., product description, store page, checkout) for Customers to review.
- MedaKi and Pharmacies will comply with local consumer protection laws, pharmaceutical regulations, and Google Merchant Center policies.
9.
Modifications
We may modify this refund policy from time to time. Changes will be effective upon posting a revised version at MedaKi.ca. Continued use of the platform after changes constitutes acceptance of the new policy.
10.
Legal & Regulatory Compliance
This policy is in addition to, and does not replace, any rights you may have under applicable laws (e.g., health regulations, prescription regulations, consumer rights, etc.). Some products may be legally non-returnable regardless of this policy.
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