All the returns and replacement/exchange queries should be notified to our drop-ship order management team at [email protected] With regards to correspondence regarding returns, customers must remember to include the order number.
In the event that a customer receives items that were damaged in transit, it is advised that they immediately get in contact with us. Instructions regarding the next steps will then be provided and customers may be advised about the eligibility of goods for replacement and/or a refund.
Errors and shortages must be notified to us within the duration of 3 days of receipt.All items on our site, excluding e-liquids, CBD and clearance products, are provided a warranty for up to 90 days from the date of purchase.
If a customer has received a faulty or damaged item, we must be notified within 30 days of the receipt of ordered goods. Returns will not be accepted for reports regarding faults made after the 30-day period.
Before establishing contact regarding a faulty and/or damaged item, it is advised that as much information as possible is provided, this includes images of the item where needed. This information is helpful in efficiently resolving any grievances that the customer reports.
All damaged and returned items must be shipped back to us for inspection. For faulty items, return labels will be provided. But we are not liable to cover return costs for accidental orders or the buyer’s change of mind or loss of interest in the item.
In the event that the customer is no longer interested in the item and wishes to return it, please contact and notify us at the provided email address within 30 days of receiving the ordered item. For goods to be accepted, it is required that the items are unused and in brand new condition. The costs of the returns will be the buyer’s responsibility.
In the case where the returned item is not in the original condition in which it was posted, The Farmacist reserves the right to refuse the returns request, or to issue a partial refund after the customer service department has inspected the items for damages.
All returns are to be addressed to our anonymous address; therefore, you must contact us before the sending the item back to us.
For returns, a return form will be shared. The customer must fill in this form and send it along with the returned item. Also, please ensure to include the return number provided on the return form. This return number is the same as the customer’s order number. If we receive items intended for return sent in without an accompanying return form, the processing of the request may be delayed.
Also, we will not be responsible for any damages caused to the item intended for return incurred in transit due to inappropriate packaging.
In all cases it is our intention to be fair and to provide customers with a satisfactory user experience.
It should be noted that customers are not allowed to return products prior to delivery. In the case where the buyer has changed their mind about the item, it is advised that they wait until the delivery of the item and then engage in the returns procedures as has been mentioned above.