Refund policy

Our products are prescription-grade compounded medicines, dispensed and dispatched to you as a named patient. For safety, regulatory, and chain-of-custody reasons, we cannot accept the return of dispensed medicines once they have left our pharmacy. The South African Consumer Protection Act explicitly excludes medicines and pharmaceutical products from cooling-off and return rights, and Clarve's Compounding Pharmacy operates accordingly.

This policy sets out the limited circumstances in which we can offer a refund or a replacement.

Cancellation before dispatch

If you wish to cancel an order, contact hello@clarve.co.za as soon as possible. If your medicine has not yet been compounded, dispensed, or dispatched, we will cancel the order and refund the full amount to your original payment method. Once compounding has begun, the order cannot be cancelled, as the formulation has been prepared specifically for you.

Damaged, defective, or incorrect orders

If your order arrives damaged, leaking, tampered with, or contains the wrong product or quantity, contact hello@clarve.co.za within 48 hours of receiving it. Include your order number, photographs of the packaging and product, and a brief description of the issue. Once verified, we will replace the affected item at no charge or refund the relevant amount, at our discretion. We may request the affected item back for quality investigation.

Lost in transit

If the courier confirms your parcel as lost or undelivered after a reasonable investigation period, we will arrange a replacement at no charge.

Items we cannot refund or replace

Once a compounded medicine has been collected or delivered to you, it cannot be returned, refunded, or exchanged. This includes situations where:

·       you have changed your mind

·       you no longer require the medicine

·       your prescribing practitioner has changed your prescription

·       the medicine has been stored incorrectly after delivery

·       the medicine has reached its Beyond Use Date (BUD) while in your possession

This restriction is a legal and pharmaceutical safety requirement, not a commercial preference.

Refund processing

Approved refunds are processed to your original payment method within 10 working days. Your bank may take a further few days to reflect the refund on your statement. If more than 15 working days have passed since approval and the refund has not appeared, contact hello@clarve.co.za and we will investigate.

Questions

For any return, refund, or product quality query, contact hello@clarve.co.za. Our pharmacist team will respond during business hours, Monday to Friday, 8am to 5pm SAST.