Fidelity Pharma Pvt Ltd
Last Updated: 22 September 2026
This Return and Refund Policy applies to eligible purchases made directly through Fidelity Pharma's authorised online store. Because medicines, nutraceuticals, supplements and other ingestible healthcare products can be affected by opening, contamination, storage, temperature and tampering, return eligibility is more restrictive than for ordinary consumer merchandise.
1. Return Request Window
Eligible return requests must be submitted within 7 calendar days from the date of delivery. Claims involving a damaged, defective, expired, tampered, incorrect or incomplete order must be reported within 48 hours of delivery so that the issue can be investigated promptly.
2. Conditions for an Ordinary Return
For a standard return, the product must generally be unused, unopened and in its original packaging, with all safety seals intact and the batch number and expiry information clearly readable. The customer must provide the order number or other reasonable proof of purchase.
3. Opened or Used Healthcare Products
Opened, partially used or unsealed medicines, supplements, nutraceuticals and other ingestible healthcare products are generally not eligible for a change-of-mind return because Fidelity Pharma cannot reliably verify their storage, handling, contamination status or product integrity after opening.
4. Damaged, Defective, Expired, Tampered or Incorrect Products
If a product arrives damaged, defective, expired, visibly tampered with, leaking, incorrectly labelled, or materially different from the confirmed order, contact Fidelity Pharma promptly. We may request photographs, video, batch details, packaging and order information. Please retain the product and all packaging until the claim is resolved.
5. Missing Items or Incorrect Quantity
If an order is missing an item, contains the wrong quantity, or contains a different pack size or strength from the confirmed order, contact us promptly with the order number and relevant details. We may review packing, dispatch and courier records before confirming the resolution.
6. Return Authorisation
Do not send a product back without first contacting Fidelity Pharma and receiving return instructions. Approved returns will be directed to the authorised return receiving location. Products sent without prior authorisation may be delayed, rejected or returned to the sender.
7. Non-Returnable Items
Except where a product is damaged, defective, incorrectly supplied, recalled, expired, counterfeit, or otherwise required to be accepted under applicable law, Fidelity Pharma may decline returns of:
· Opened, used or partially consumed medicines, supplements, nutraceuticals or other ingestible healthcare products.
· Products with broken or removed safety seals.
· Products without original packaging.
· Products with removed or unreadable batch or expiry information.
· Products that have been improperly stored, exposed to unsuitable conditions or damaged after delivery.
· Products purchased from an unrelated or unauthorised third-party seller.
· Products specifically identified as non-returnable where legally permissible.
8. Change-of-Mind Returns
A sealed, unopened and otherwise eligible product may be considered for a change-of-mind return within the 7-day return window, subject to inspection and approval. Where the return is not caused by an error by Fidelity Pharma, the customer may be responsible for return courier charges.
9. Return Inspection
Returned products may be inspected for seal integrity, evidence of use, damage, storage concerns, authenticity, batch and expiry information, and consistency with the original order. Receipt of a returned parcel does not automatically mean that the return or refund has been approved.
10. Refund Eligibility
A refund may be approved where an eligible return is accepted; an ordered item cannot be supplied; an incorrect, damaged, expired or verified defective item cannot reasonably be replaced; a prepaid order is validly cancelled before dispatch; a duplicate payment is verified; or a refund is otherwise required by applicable law or approved by Fidelity Pharma.
11. Refund Method
Where technically possible, an approved refund for a prepaid order will normally be returned to the original payment method. For approved Cash on Delivery refunds, Fidelity Pharma may request verified bank-account, Easypaisa, JazzCash or other suitable payment details. Customers must never provide passwords, PINs or one-time passwords (OTPs) to receive a refund.
12. Refund Processing Time
Once a refund has been approved, Fidelity Pharma will normally aim to initiate it within 7 to 10 business days. The customer's bank, card issuer, payment gateway or mobile-wallet provider may require additional time to complete settlement.
13. Shipping and Return Costs
Original shipping charges are generally non-refundable for an approved change-of-mind return. Where the return results from Fidelity Pharma's error, an incorrect item, or a verified damaged or defective product, reasonable return shipping and applicable original shipping charges may be borne or refunded by Fidelity Pharma.
14. Exchanges
Where an eligible product qualifies for replacement, Fidelity Pharma may offer an exchange subject to stock availability. If the replacement is unavailable, an applicable refund or another agreed resolution may be offered. Any approved exchange remains subject to product-safety and inspection requirements.
15. Promotions, Bundles and Free Gifts
Refunds for discounted bundles, multi-buy promotions, promotional sets or orders containing free gifts may be calculated according to the actual promotional value paid. Fidelity Pharma may require qualifying free gifts or bundle components to be returned where appropriate.
16. Regulated and Temperature-Sensitive Products
Regulated or temperature-sensitive products may be subject to additional legal, safety, storage or disposal requirements. Fidelity Pharma may apply stricter return procedures where necessary to protect product integrity and comply with applicable requirements.
17. Product Recalls and Safety Issues
Where a product is subject to a safety or quality recall, the specific recall instructions issued by Fidelity Pharma or the relevant authority will take precedence over this general policy.
18. Third-Party Purchases
Products purchased from another pharmacy, marketplace, retailer or distributor are generally subject to that seller's return and refund policy. Genuine product-quality, counterfeit, safety or adverse-event concerns may still be reported directly to Fidelity Pharma.
19. Fraud and Policy Abuse
Fidelity Pharma may refuse a return or refund where there is reasonable evidence of fraud, product substitution, intentional damage, duplicate refund claims, policy abuse or misrepresentation, subject to applicable law.
20. Contact
For a return or refund request, contact Fidelity Pharma with your order number, product name, reason for the request and relevant photographs or video where applicable.
Email: info@fidelitypharma.com.pk
Phone / WhatsApp: +92 318 5054095
Business Address: Plot No. 38/B, Survey No. 14, Deh Kharkharo, River Road, Murad Memon Goth, Gadap Town, Karachi 75040, Pakistan
Website: fidelitypharma.com.pk