Placing an Order, Delivery and Collection Policy

1. Purpose and Scope

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This policy governs the placing of orders on www.aleme.co.za and by other accepted channels, payment, courier delivery and collection of products from ALEMÈ Health (Pty) Ltd (“ALEMÈ”, “we”, “us”), a licensed courier and compounding pharmacy.  It must be read with our General Terms and Conditions, Prescription and Compounding Services Policy, and Refunds and Returns Policy.

2. Placing an Order

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Orders may be placed through the Website, or by email or telephone where we make those channels available.  Orders for medicines in Schedule 3 to Schedule 6 require a valid prescription as set out in our Prescription and Compounding Services Policy.
Display of products on the Website is an invitation to do business.  An agreement of sale is concluded only when we confirm acceptance of your order and, in the case of scheduled medicines, when a pharmacist has evaluated and approved the prescription.  We may decline any order where the prescription is invalid, where dispensing would be unlawful or clinically inappropriate, where stock is unavailable, or where fraud is suspected.
Orders for Schedule 1 and Schedule 2 medicines are subject to pharmacist or pharmacist-initiated intervention as required by law, and quantity limits may be applied in the exercise of professional judgement.
You will receive an order confirmation by email or SMS. Please check it and notify us immediately of any error.

3. Payment

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Payment may be made by debit or credit card via our secure PCI DSS-compliant payment gateway, by instant EFT, or by such other methods as are indicated at checkout.  Where you request that a claim be submitted to your medical scheme, dispensing remains subject to scheme authorisation, and any co-payment, levy or rejected amount is payable by you before dispatch or collection.  Products remain our property until paid for in full.  Compounded medicines are prepared only after payment (or medical scheme authorisation) has been confirmed.

4. Courier Delivery

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We deliver by courier to addresses within the Republic of South Africa. Delivery is estimated within [1-3] business days for major centres and [2-5] business days for regional and outlying areas, calculated from confirmation of the order, receipt of a valid prescription and confirmation of payment. Compounded medicines require an additional preparation lead time of [1-3] business days, which will be communicated to you.
Delivery timeframes are estimates only.  While we make every reasonable effort to meet them, delays may result from factors beyond our control, including courier disruptions, adverse weather, load shedding and stock supply constraints.  We will keep you informed of material delays.
The delivery fee, if any, is displayed at checkout before you confirm your order.  Orders above [R__] qualify for free delivery where indicated.

5. Integrity, Cold Chain and Packaging

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Medicines are packed in tamper-evident packaging that protects them from light, moisture and damage, and preserves patient confidentiality.  Temperature-sensitive medicines are dispatched in validated cold-chain packaging designed to maintain the required temperature range for the duration of transit, and are dispatched on days selected to avoid transit over weekends and public holidays.  If packaging appears damaged or tampered with on arrival, do not accept the parcel and notify us immediately.

6. Receipt of Delivery and Verification

• Medicines will be handed over only to the patient or to a person authorised by the patient (18 years or older).  The recipient may be required to present proof of identity and must sign (physically or electronically) as confirmation of receipt.
• Medicines may not be left unattended at a delivery address.  If no authorised person is available, the courier will attempt redelivery; after [2] failed attempts, the parcel will be returned to the pharmacy, and a redelivery fee may apply.
• Risk in the products passes to you on delivery to the delivery address or on collection.  Ownership passes on payment in full.
• Please inspect your order on receipt and report any discrepancy, damage or shortage within [48] hours.

7. Collection

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Where collection is offered, orders may be collected from our premises at [Street Address], [Suburb], [City] during pharmacy hours ([hours]).  You will be notified when the order is ready.  Proof of identity and the order reference are required at collection.  Scheduled medicines are handed over by or under the supervision of a pharmacist, who will provide the counselling and information required by Good Pharmacy Practice. Orders not collected within [14] days will be cancelled and, in the case of non-compounded items, refunded; returned scheduled stock is handled in accordance with our Refunds and Returns Policy.

8. Pharmacist Counselling and Information

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For every medicine dispensed, we provide the information required by law, including directions for use, storage instructions and relevant warnings, on the dispensing label and patient information provided with the parcel. A pharmacist is available for telephonic or electronic counselling at [+27 XX XXX XXXX] / info@aleme.co.za during pharmacy hours, and you are encouraged to contact us with any question about your medicine before use.

9. Incorrect Delivery Information

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You are responsible for providing complete and accurate delivery information.  We are not liable for delayed or failed delivery resulting from incorrect or incomplete information supplied by you, and additional courier costs arising from such errors may be charged to you.