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Return, Refund & Cancellation Policy

A Legal Disclaimer

The explanations and information provided on this page are only general and high-level explanations and information on how to write your own document of a Refund Policy. You should not rely on this article as legal advice or as recommendations regarding what you should actually do, because we cannot know in advance what are the specific refund policies that you wish to establish between your business and your customers. We recommend that you seek legal advice to help you understand and to assist you in the creation of your own Refund Policy.

Refund Policy - The Basics

1. Order Cancellation

Customers may cancel their order before it has been dispatched by contacting our customer support team.

Once an order has been dispatched, it cannot be cancelled, except where required by applicable law.

2. Return Policy

For safety, hygiene, and quality reasons, medicines and healthcare products are generally not eligible for return or exchange once delivered.

Returns may be accepted only in the following situations:

  • You received the wrong product.

  • The product was damaged during delivery.

  • The product has expired at the time of delivery.

  • The delivered item does not match your confirmed order.

  • The product packaging was tampered with before delivery.

Requests for returns should be made as soon as possible after receiving the order.

3. Non-Returnable Products

Unless required by law, we do not accept returns for:

  • Medicines that have been opened or used.

  • Prescription medicines supplied against a valid prescription.

  • Products with damaged or missing original packaging caused after delivery.

  • Personal care, hygiene, or healthcare products that have been opened.

  • Products returned due to a change of mind after delivery.

4. Refund Policy

If a return request is approved or an order is cancelled before dispatch, the refund will be processed using the original payment method, wherever possible.

Refunds may also be issued when:

  • An item is unavailable after payment has been received.

  • An order cannot be fulfilled due to operational reasons.

  • A return request is approved after verification.

Refund processing times may vary depending on your bank or payment service provider.

5. Replacement Policy

Where appropriate, we may offer a replacement instead of a refund for:

  • Incorrect products.

  • Damaged products.

  • Expired products.

  • Defective healthcare products.

Replacement is subject to product availability.

6. Return Verification

To help us process your request quickly, you may be asked to provide:

  • Order number or invoice.

  • Photographs of the product and packaging.

  • Details of the issue.

  • Any other relevant information required for verification.

We reserve the right to inspect and verify the claim before approving a return, replacement, or refund.

7. Prescription Medicines

Prescription medicines dispensed against a valid prescription cannot be returned or exchanged unless:

  • The incorrect medicine was supplied.

  • The medicine was damaged or expired when delivered.

  • The return is required under applicable law.

8. Contact Us

If you experience any issue with your order, please contact TwoBros Health Care Solutions using the contact details provided on our website. Our team will review your request promptly and work towards a fair and timely resolution.

Our Commitment

We are committed to delivering genuine medicines, quality healthcare products, and dependable customer service. Every concern is handled with care, transparency, and a focus on ensuring the best possible customer experience.

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