Refunds and Returns Policy

1. Purpose and Scope

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This policy sets out the circumstances in which products purchased from ALEMÈ Health (Pty) Ltd (“ALEMÈ”, “we”, “us”) may be returned, refunded, replaced or repaired. It is drafted to comply with the Consumer Protection Act 68 of 2008 (“CPA”), the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”), the Medicines and Related Substances Act 101 of 1965 and the Rules relating to Good Pharmacy Practice (“GPP”). Nothing in this policy limits any right you have under the CPA.

2. Important Restriction: Returns of Medicines

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For reasons of patient safety and in accordance with GPP, once a medicine has left the custody and control of the pharmacy (whether by courier delivery or collection), its storage conditions can no longer be guaranteed and it may not be returned to saleable stock. Accordingly, and to the extent permitted by law:

• Medicines (including all scheduled substances), once delivered or collected, are not returnable for refund or exchange on a change-of-mind basis.
• Compounded (extemporaneously prepared) medicines are prepared specifically to your prescription and specifications. In terms of section 17 of the CPA and section 42(2) of ECTA, goods made to a consumer’s specifications are excluded from ordinary cancellation and cooling-off rights, and compounded medicines are therefore not returnable.
• Cold-chain and temperature-sensitive products (for example insulins, biologicals and certain compounded preparations) are not returnable under any circumstances other than a defect existing at the time of delivery.

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Medicines returned to us for any reason will not be re-dispensed and will be destroyed in accordance with applicable waste-management requirements.

3. Incorrectly Supplied Products

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In accordance with the CPA, you are entitled to receive products that are safe and of good quality. In addition, and irrespective of product type, we will replace or refund any product that:

• was dispensed or supplied in error (wrong product, strength, dosage form or quantity relative to the prescription or order);
• was damaged in transit or delivered in compromised, tampered or unsealed packaging;
• was expired, or unfit for use, at the time of delivery; or
• is the subject of a manufacturer or regulator (SAHPRA) recall, in which case we will follow the recall instructions and communicate with affected patients.
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Suspected quality defects in medicines will be handled by the Responsible Pharmacist, recorded, and reported to the manufacturer and to the South African Health Products Regulatory Authority (SAHPRA) where required. Suspected adverse drug reactions should be reported to our pharmacist so that they can be documented and reported in accordance with pharmacovigilance requirements.

4. Return Procedure

• Contact us at info@aleme.co.za within a reasonable time, quoting your order number, the product concerned and the reason for return.
• Do not use a product you believe to be incorrectly supplied; retain the product, its packaging, the dispensing label and proof of purchase.
• We will arrange courier collection of qualifying returns at our cost where the return arises from our error or a defect; in all other permitted returns, the return cost is for your account.
• All returned products are inspected by a pharmacist before a refund or replacement is approved.
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5. Refund Method and Timing

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Approved refunds are processed to the original payment method within [7-10] business days of approval (and in any event within the periods required by law).  Where the original method is unavailable, refunds will be made by electronic funds transfer to a bank account in the name of the purchaser.  Delivery fees are refunded only where the return arises from our error or a defective product.  Medical aid co-payments and claims will be reversed in accordance with the rules of the relevant medical scheme.

6. Cancellation of Orders Before Dispatch

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Orders for non-compounded items may be cancelled at no charge at any time before dispatch. An order for a compounded medicine may only be cancelled before compounding has commenced; once preparation has begun, the order may not be cancelled and the full price remains payable, subject to your CPA rights.