Return Policy

Return & Refund Policy

Effective Date: 12/01/2015

Introduction

At GetOnPrEP, we strive to ensure that every client receives their order promptly and in perfect condition. However, as a provider of pharmaceutical products, we operate under strict international health and safety regulations. Please read the following policy carefully before placing your order.

1. Returns on Medication (Health & Safety Regulations)

Due to the specific nature of pharmaceutical products, we cannot accept returns of medication once the package has been dispatched from our facility.

Unlike standard consumer goods (such as clothing or electronics), we cannot guarantee the storage conditions (temperature, humidity, tampering) of medication once it has left our chain of custody. Therefore, for your safety and the safety of other patients, we are legally required to ensure that products never re-enter our supply chain after leaving.

  • All sales of medication are final.
  • We cannot accept returns for exchange or refund if you simply change your mind after the goods have been dispatched.

2. Missed Deliveries, Incorrect Addresses & Returns to Sender

It is the customer's sole responsibility to provide a complete and correct address (including Apartment, Unit, or Floor numbers) and to monitor the tracking link provided to collect the package.

What happens if a package is returned to us?

If a package is returned to our warehouse because:

  1. The address provided was incorrect or incomplete; OR
  2. The package was unclaimed at a Service Point after the courier's holding period expired;
  3. The delivery was refused by the recipient;

The following strict protocol applies:

  • Product Destruction: Upon return to our facility, the package is considered "compromised" because we cannot verify how it was stored during transit or at the collection point. To comply with sanitary standards, the medication is immediately destroyed/disposed of. We never restock or resell returned products.
  • No Reshipment & No Refunds: Because the product is destroyed upon return, we cannot reship the package and we cannot offer a refund. The order is considered closed.
  • Resolution: If your order was returned and destroyed, you will need to place a new order via our website to receive your medication.

How to avoid this:

  1. Double-check your address details in the Order Confirmation email we send immediately after purchase.
  2. If you notice an error, contact us immediately before the item is dispatched.
  3. Check your tracking link daily once you receive it.

3. Damaged, Defective, or Incorrect Orders

If the error is on our side, we will make it right immediately. If your package arrives damaged, or if you received the wrong product, please follow these steps:

  1. Contact Us: Email our support team at [email protected] or visit our contact page within 48 hours of delivery.
  2. Provide Evidence: Please attach clear photos of the damaged packaging or the incorrect product received.
  3. Resolution: We will verify the issue and arrange for a free replacement to be shipped to you via Express delivery immediately. You will not be charged any additional fees.

4. Order Cancellations

Our logistics team works quickly to dispatch orders (usually within 24-48 hours).

  • Before Dispatch: If you wish to cancel an order, please contact us immediately. If the order has not yet been processed or handed to the courier, we will cancel it and issue a full refund.
  • After Dispatch: Once the package has been handed to the courier and a tracking number has been generated, the order cannot be cancelled, intercepted, or refunded.

5. Customs

We ship all orders from within the European Union. There are no customs borders for shipments to other EU countries. You will not face seizures, delays, or extra taxes.