This policy explains how Lobatse Pharmacy handles order cancellations, returns and refunds. If you need assistance with an order, please contact the pharmacy and provide your order number.
Cancelling your order
To cancel an order, sign in to your account, open the order and select the cancellation option where available. You may also contact the pharmacy for assistance. Please contact us promptly if your order is already being prepared or dispatched.
A cancellation may be recorded for an order that is out for delivery or has already been delivered. Cancelling the order does not, by itself, confirm acceptance of a return or approval of a refund. If your order has been dispatched or delivered, contact the pharmacy to discuss the items, delivery arrangements and any refund eligibility.
Orders already marked as cancelled or fully refunded cannot be cancelled again.
Cash-on-delivery orders
If you cancel before any payment has been collected, no refund is due. If you have already paid in cash, please contact the pharmacy so that we can review your request and arrange any approved refund. Cash refunds are handled by the pharmacy and are not issued automatically through the website.
Orders paid online
Where online payment is available and payment has been collected, a pharmacy cancellation handling charge of 5% applies to the total payment collected, including any delivery charge. This is a pharmacy handling charge, not a fee represented as being charged by a payment provider.
The handling charge is rounded to two decimal places and deducted from the payment collected to calculate the proposed refund. Delivery charges are included in this calculation rather than assessed separately.
Any calculated refund remains subject to pharmacy review and approval. A refund amount shown against a cancelled order does not mean that funds have already been returned.
Refund review and processing
- Request received: we receive your refund request or record a proposed refund following cancellation.
- Pharmacy review: the pharmacy assesses the request and confirms whether a refund is approved.
- Refund processing: the pharmacy arranges the approved refund using the applicable payment process.
- Funds received: your bank or payment provider completes any further steps needed for the funds to appear in your account.
Once your refund has been approved by the pharmacy, we aim to process it within 2–3 business days. This timeframe begins after approval, not when the order is cancelled or the refund is first requested.
The time taken for funds to appear in your account may vary depending on the payment method, bank or payment provider. Processing delays or unsuccessful refunds may require follow-up. Please contact the pharmacy if you need an update.
Incorrect, damaged or unsuitable items
If an item is incorrect, damaged or appears unsuitable, contact the pharmacy promptly and provide your order number and a description of the issue. A pharmacist will assess the circumstances and advise you on the appropriate next steps.
Please contact us before returning any medicine so that we can advise on safe handling and assess the return. Cancelling an order does not replace this assessment.
Your consumer rights
This policy does not exclude any statutory consumer rights that apply to you. If you have a question about a cancellation, return or refund, please contact the pharmacy.