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Return & Refund Policy

Return & Refund

  1. All products received should be examined immediately for any defects, inaccuracy, and/or damages. Claims (if any) must be lodged to our customer service email at or via WhatsApp at 011-10534676 within 3 days upon receiving. Failure to do so will result in a possibility of the claim being rejected.
  2. Once the Return/Refund item is confirmed, the customer is required to send back the product using a consignment note provided by us. 
  3. The customer is advised to pack the product safely to prevent any loss or damage to the product or its box or its original packaging. 
  4. The customer is responsible for the risks and conditions of the returned product until it is received by us. We hold no liability for any loss or damage to the product prior to receiving it.
  5. Exchange or refund for the product is allowed for the following reasons:
    • If the products delivered are damaged or defective condition; or
    • If the product is expired; or
    • If the wrong product was delivered. Products for return or refund should be returned in its original condition, quantity, and packaging as when received by the customer along with proof of purchase
    • Customer contacted us to report within 3 days of receiving the goods
  6. Upon inspection of returned product, if the return/refund conditions are fulfilled, the customer are entitled to choose between an exchange of product, store credit, or for a refund to be made to the customer through his/her bank account within 30 days from the approved return date.
  7. Products classified under medical devices, disposable items, one-time-use items, wearable items, unsealed items are strictly not exchangeable or returnable for hygienic purposes.
  8. The product returned for a refund will be refunded at the price which the customer had paid at the point of purchase.
  9. If an ordered and invoiced product is not received by the customer, we will either refund the customer the value of the product or replace the product.
  10.  If any product(s) which was not purchased by the customer was delivered to the customer, we will collect the product from the customer.
  11.  Promotion/ Sale products and purchases made with discount coupons or point redemptions are non-refundable and non-exchangeable.



  1. Mercury Pharmacy reserves the right to cancel any orders if the product is unavailable for any reason. The customer will be notified and any payment made will be refunded. A refund will be credited into the customer's bank account depending on the period of time of the financial institution requires to arrange for the refund.
  2. Order is still on pending status can be canceled:
    • Please send an email to our customer's service email at or Whatsapp it to us at 011-10534676 with the message title “Request to cancel order” in order to inform us about the cancellation order.
    • Orders that are in shipping or shipped will not be canceled.

For further information and assistance, please email us at or contact us via Whatsapp at 011-10534676