Return & Refund Policy

Due to the sensitive and regulated nature of pharmaceutical products, BD Medicine follows a strict Return & Refund Policy in accordance with the laws of Bangladesh, including the Drugs (Control) Ordinance 1982, DGDA guidelines, and the Consumer Rights Protection Act 2009.

1. General Principle

In most cases, medicines and healthcare products cannot be returned once sold, to ensure product safety, quality control, and regulatory compliance. However, we allow limited returns in specific situations as outlined below.

2. Eligibility for Returns

You may request a return or replacement only under the following conditions:

• The product delivered is damaged, defective, or expired at the time of delivery.
• The product delivered is different from what you ordered (wrong item or wrong strength/pack).
• The packaging is severely damaged or tampered with upon delivery.

To be eligible, you must notify us within 48 hours of delivery and provide clear photo/video evidence of the issue.

3. Non-Returnable Items

For safety and regulatory reasons, we cannot accept returns of:

• Prescription medicines that have been successfully delivered and are correct as per the order.
• Opened or partially used medicines, strips, or bottles, unless there is a proven quality issue.
• Temperature-sensitive or cold-chain products (e.g., certain injections, insulin), except for delivery damage or error.
• Personal care, hygiene, or intimate products once opened.
• Products with tampered packaging or damaged safety seals caused after delivery.

4. Return Request Process

To request a return or replacement:

• Contact our customer support within 48 hours of delivery.
• Provide your order number and a description of the issue.
• Share clear photos/videos of the product, packaging, and invoice.

Our team will review your request and may arrange for pickup of the product where applicable. Approval of return requests is at our reasonable discretion and subject to applicable law.

5. Refunds

Once a return is approved:

• We will inspect the returned product, where applicable, to confirm the issue.
• Approved refunds will be processed within 5–7 business days.
• Refunds will normally be made to the original payment method (bank account, card, or mobile wallet). For Cash on Delivery orders, we may refund via bank transfer or store credit.

6. Order Cancellation

a) By Customer

• You may cancel your order before it is packed or dispatched by contacting customer support.
• Orders for prescription medicines may not be cancelable once the pharmacist has verified and started processing the prescription.

b) By BD Medicine

• We may cancel orders in cases of:
• Product unavailability
• Invalid or unverifiable prescription
• Incorrect or incomplete address or contact details
• Suspected fraud or misuse
• In such cases, we will inform you and process a refund where payment has already been made.

7. Customer Responsibilities

• Check the product name, strength, quantity, and expiry date at the time of delivery.
• Store medicines as per manufacturer instructions to maintain safety and effectiveness.
• Contact us promptly if there is any discrepancy or concern regarding your order.

8. Legal Compliance

This Return & Refund Policy is designed to comply with relevant laws and regulations of Bangladesh, including but not limited to:

• Drugs Act 1940
• Drugs (Control) Ordinance 1982
• DGDA rules and guidelines
• Consumer Rights Protection Act 2009
• National Digital Commerce Policy 2018 (as amended)

9. Changes to This Policy

We may update this Return & Refund Policy periodically to reflect changes in law, regulatory requirements, or our internal processes. Any updates will be posted on this page with an updated “Last Updated” date.

This policy outlines our general approach and must be read together with our Terms & Conditions and Privacy Policy.