Last Updated: July 31, 2025
At Dr. Med Pharmacy, we prioritize customer satisfaction and comply with the Department of Trade and Industry (DTI) regulations, including Republic Act No. 7394 (Consumer Act of the Philippines).
1. General Policy
- We do not implement a "No Return, No Exchange" policy for defective, expired, or incorrect items, in line with DTI regulations.
- Customers have the right to request replacement, or refund for defective or non-conforming products.
2. Medications (Prescription & OTC)
- Due to safety and regulatory reasons, medications that have been opened or dispensed cannot be returned or exchanged, except if:
- Damaged during transit (with supporting photos, videos)
- Expired upon delivery
- Wrong item sent
- Returns for medications are subject to FDA and DTI regulations. Controlled substances and certain prescription drugs may have additional restrictions.
3. Non-Medication Items (Supplements, Devices, General Merchandise)
- Returns and exchanges are accepted within 7 days of receipt if the items are:
- Unopened and sealed
- In original packaging with matching batch numbers
- Free from damage or alteration
- Products returned due to a change of mind are subject to the above conditions and return shipping costs will be borne by the customer.
4. Hygiene-Sensitive & Cold-Chain Items
- Injectables, vaccines, and temperature-controlled products are non-returnable due to safety concerns.
5. Return Process
To request a return or refund:
- Contact us within 7 days of delivery at orders.drmed@gmail.com with your order number, photos, videos of the product (including unboxing, defect/damage, and packaging), and reason for return.
- We will review and issue a Return Merchandise Authorization (RMA) number with instructions.
- Ship the item back using a trackable and insured courier service (shipping cost is the customer’s responsibility unless the return is due to our error).
- Upon inspection and approval, we will process an exchange or refund within 10 business days.
6. Exceptions
- Products that are defective or incorrectly shipped will be replaced or refunded at no cost to the customer.
- Products damaged due to buyer mishandling are not eligible for return or refund.
- "As-is-where-is" sales or second-hand items are not eligible for return or refund.
7. Refunds
Refunds will be processed via the original payment method after inspection and approval of the returned item. Please allow up to 10 – 45 business days for the refund to reflect.
Refunds shall be issued through the original payment method used at the time of purchase, subject to inspection and approval of the returned item in accordance with our Return and Exchange Policy.
Refund processing shall commence once the returned product has been received and verified to meet the return criteria (e.g., defective, damaged, or incorrect item).
Please allow up to 10 to 45 business days for the refund to be reflected in your account. This period may vary depending on the processing timelines of banks, credit card companies, e-wallet providers, or other payment platforms, over which we have no control.
In the event that the original payment method is no longer available or technically infeasible (e.g., closed bank account, deactivated e-wallet, expired card), we reserve the right to issue the refund through an alternative payment method (e.g., bank transfer, e-wallet, or remittance), subject to verification of the recipient's identity and account ownership.
We shall not be held liable for any delay in crediting the refund caused by the bank, credit card provider, e-wallet service, or other payment platform.
For refund concerns, please contact us at orders.drmed@gmail.com within 7 calendar days of delivery, and include your order number, a brief explanation, and supporting photos or videos of the item received.
PRESCRIPTION UPLOAD & VALIDATION
Last Updated: July 31, 2025
- To purchase prescription medications, customers must upload a valid prescription during checkout.
- Upload up to 10 images (JPEG or PNG, max 2 MB each) in the Order Summary.
- A valid prescription must be issued by a licensed physician and include patient name, doctor’s name, license number, date, and signature.
- Licensed pharmacists will validate prescriptions within 24 hours (excluding weekends and holidays).
- If a prescription is invalid, expired, or illegible, we will notify you promptly and cancel affected items with refund.
- Orders ship only after successful prescription validation.
- Prescription data is securely stored and accessed only by authorized personnel.
For inquiries, contact: rx.drmed@gmail.com
PWD & SENIOR PRIORITY SERVICE AND DISCOUNTS
Dr. Med Pharmacy is committed to assisting persons with disabilities (PWD) and senior citizens with priority service and legally mandated discounts.
- To request priority handling and avail the 20% discount and VAT exemption, customers must upload a valid Senior Citizen or PWD ID (front and back) during checkout through our secure upload system.
- Proof of eligibility will be verified by our team. The original ID must also be presented upon delivery for final verification, as required by law.
- We honor the mandated 20% discount and VAT exemption on applicable products, in accordance with Republic Act 9994 and Republic Act 10754.
- For any questions or assistance with the ID upload or discount application, please email at priority.drmed@gmail.com
SAFETY & ADVERSE DRUG REACTION (ADR) REPORTING
Last Updated: July 31, 2025
We comply with all FDA pharmacovigilance guidelines for adverse drug reaction reporting.
To report side effects or complaints:
- Email: adr.drmed@gmail.com
All reports are treated confidentially, thoroughly investigated, and submitted to the FDA within mandated timeframes.
ACCESSIBILITY STATEMENT
Dr. Med Pharmacy strives to ensure that our website and services are accessible to all users, including persons with disabilities. If you encounter any difficulties or need assistance, please contact us at priority.drmed@gmail.com
THIRD-PARTY LINKS
Our website may contain links to third-party websites or services. We have no control over and assume no responsibility for the content, privacy policies, or practices of those external sites. Please review their terms and policies independently.
CUSTOMER FEEDBACK & COMPLAINTS
We value your feedback. For any complaints, suggestions, or inquiries, please contact our Customer Support team at info@drmedpharmacy.com.ph
We aim to respond promptly, usually within 24-48 hours, and resolve issues efficiently.