Return Policy

Purpose

We are dedicated and passionate about the work we do and make sure to always have room for inspiration

Trustworthy

We are honest and ethical, which helps us meet the expectations of our customers, partners, and colleagues.

Passion

Passion is what drives us to perform better, progress continually, and deliver solutions timely.

Innovative

We want to help transform the traditional healthcare system through clever and creative solutions, using new insights and modern technology.

Teamwork

Our team members are always helping each other and encouraging one another to get better at what they do.

Return Policy

At MedIQ, we are committed to delivering quality healthcare products and services through our website (mediq.com.pk) and mobile application (“Services”). This Return Policy explains when and how customers may return products purchased through our pharmacy services or related healthcare offerings.

By using MedIQ’s Services, you agree to this Return Policy.

1. General Policy

Due to the sensitive nature of healthcare products, medicines, and diagnostic materials, returns are accepted only under specific conditions. We strictly comply with the guidelines set by the Drug Regulatory Authority of Pakistan (DRAP) and other applicable healthcare regulations.

2. Eligible Return Scenarios

You may request a return if:

  • Wrong Product Delivered: You received a product different from what you ordered (e.g., wrong medicine, strength, or brand).

  • Damaged or Expired Product: The product was damaged during delivery or was found to be expired upon receipt.

  • Prescription Mismatch: You were supplied medicine not matching the uploaded prescription.

  • Order Canceled Before Dispatch: You canceled your pharmacy order before it was dispatched for delivery.

  1. Non-Returnable Items

The following items are not eligible for return or exchange:

  • Medicines that have been opened, used, or tampered with.

  • Temperature-sensitive or perishable medicines (e.g., insulin, vaccines).

  • Products delivered in sealed packaging that have been opened.

  • Diagnostic test kits, syringes, and medical devices once unsealed.

  • Items that were correctly delivered as per your order.

These restrictions are in line with healthcare and drug safety regulations to prevent misuse, contamination, or resale of medical products.

 

4. Return Process

To initiate a return:

  1. Email us at support@mediq.com.pk within 24 hours of receiving your order.

  2. Mention your Order ID, reason for return, and attach a photo of the product if applicable.

  3. Our support team will review the request within 2–3 business days and guide you through the process if your case qualifies.

5. Product Collection and Inspection

  • Returned products must be in original packaging and accompanied by the invoice or delivery note.

  • A MedIQ representative or delivery partner will collect the product from your location within 3–5 working days (in eligible cities).

  • Once inspected and verified, your refund or replacement will be processed as per MedIQ’s Refund Policy.

6. Refund or Replacement

Upon successful verification of the returned product:

  • You may choose between a replacement (subject to stock availability) or a refund.

  • Refunds will be processed within 10–15 working days to your original payment method or as MedIQ Credits.

7. Exceptions and Special Cases

MedIQ reserves the right to decline a return or replacement if:

  • The returned item is used, damaged, or altered after delivery.

  • The return request is submitted after the allowed time frame.

  • The product was purchased during a special discount campaign or clearance sale (unless faulty or expired).

8. Policy Updates

MedIQ may update this Return Policy periodically to align with healthcare regulations and partner pharmacy policies. Any updates will be reflected on this webpage, and your continued use of the Services implies acceptance of the revised terms.



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