At Equicure Pharm, we strive to provide you with high-quality products and exceptional customer service. We want you to be fully satisfied with your purchase. However, we understand that there may be instances where you need to request a refund or return an item. This Refunds and Returns page outlines our policies and procedures to ensure a smooth and hassle-free process.
Refund Eligibility:
To be eligible for a refund, please ensure that your request meets the following criteria:
1. Timing: Refund requests must be made within 30 days from the date of purchase. After this period, we may not be able to process your refund.
2. Condition of the Item: The item(s) must be unused, unopened, and in their original packaging. We cannot accept returns or issue refunds for products that have been opened, used, or damaged unless there is a quality issue or manufacturing defect.
3. Proof of Purchase: Please provide a valid proof of purchase, such as the order number, purchase receipt, or email confirmation, when requesting a refund. This helps us verify your purchase and process your request efficiently.
Return Process:
If you meet the eligibility criteria for a refund, please follow the steps below to initiate the return process:
1. Contact Customer Support: Reach out to our customer support team at support@equicurepharm.com and provide the following information:
– Your order number
– The reason for the return
– Any supporting documentation or images, if applicable
2. Return Authorization: Once we review your request, our customer support team will provide you with a Return Authorization (RA) number and detailed instructions on how to proceed with the return. Please do not return any items without obtaining an RA number.
3. Packaging and Shipping: Carefully package the item(s) you wish to return, ensuring that they are securely protected. Include the RA number on the outside of the package. You are responsible for the cost of return shipping, unless the return is due to a quality issue or manufacturing defect. We recommend using a trackable shipping method to ensure safe and timely delivery.
4. Return Confirmation: Once we receive and inspect the returned item(s), we will notify you via email regarding the status of your refund. If approved, the refund will be processed using the original payment method used for the purchase. Please allow for a reasonable processing time, typically 5-10 business days, for the refund to be reflected in your account.
Non-Refundable Items:
Please note that certain items are non-refundable and cannot be returned, including:
– Gift cards or e-gift cards
– Downloadable or digital products
– Items marked as final sale or clearance
Exchanges:
At this time, we do not offer direct exchanges. If you wish to exchange an item for a different size, color, or variant, please follow the return process outlined above to receive a refund for the original item, and then place a new order for the desired product.
Faulty or Damaged Items:
If you receive a faulty or damaged item, please contact our customer support team immediately at support@equicurepharm.com. We will work with you to resolve the issue promptly, either by providing a replacement or issuing a refund.
Please note that all decisions regarding refunds and returns are at the discretion of Equicure Pharm, and we reserve the right to refuse or deny any request that does not comply with our policies.
If you have any further questions or need assistance with the refund or return process, please don’t hesitate to contact our customer support team. We are here to help and ensure your satisfaction.