Our policies
Return, Refund & Cancellation Policy
Medicines and healthcare products can have safety, storage and regulatory constraints. Return and cancellation eligibility therefore depends on the product and the stage of fulfilment. This release copy requires final legal and operations review before production publication.
Last updated: 7 October 2026
Cancellations
A cancellation request may be accepted while an order is still eligible to be stopped. Once dispensing, dispatch or another irreversible fulfilment step has occurred, cancellation may no longer be possible. Prescription rejection may also prevent an affected order from proceeding.
Returns
Do not send medicines or healthcare products back without confirmation from MoPharma support. For safety reasons, products may be ineligible for return after delivery, particularly where integrity, storage conditions, tamper protection or dispensing status cannot be assured.
Incorrect, damaged or defective items
Contact support promptly if an item arrives damaged, defective, incorrect, or materially different from the confirmed order. Keep the product, packaging and order information available while the issue is reviewed.
Refunds
When a refund is approved, the amount and route will depend on the affected item or order and the payment method used. Processing time after MoPharma initiates a refund may also depend on the bank or payment provider.
Prescription-related outcomes
Uploading a prescription does not guarantee approval or fulfilment. If an authorised prescription review prevents an order from proceeding, any payment already captured for the affected order should follow the applicable cancellation and refund workflow.
Support
Use the Help section and provide the relevant order details when requesting assistance with a cancellation, delivery issue, return or refund.