Refunds & returns
Our Refund Policy
Last updated: 18 September 2026
About this policy
This policy applies to all purchases from Cape Care Pharmacy, Cape Town, South Africa — whether made in-store at one of our branches or through our WhatsApp ordering service, where orders are paid for securely online before collection.
Medication cannot be returned once dispensed
In line with South African Pharmacy Council rules and Good Pharmacy Practice standards, we cannot accept the return of any medication once it has left the pharmacy. Once medication is out of our care we can no longer guarantee that it has been stored at the correct temperature and conditions, so it cannot safely be returned to stock or resold.
For this reason, all sales of dispensed medication are final once the medication has been collected from the pharmacy, whether by you or by someone collecting on your behalf, and no refunds or exchanges are offered on it.
When we do refund
You will receive a full refund of any amount you have paid upfront if we are unable to supply your order — for example, when:
- an item you paid for in advance (such as a specially ordered or scheduled medication) turns out to be out of stock or unobtainable;
- a medication has been discontinued by the manufacturer or supplier; or
- our pharmacist is unable to dispense an item for professional or regulatory reasons.
Where only part of an order is affected, we will refund the affected items.
Cancelling a WhatsApp order
- Before you have paid: you can cancel at any time, free of charge — simply say so in the WhatsApp chat.
- After you have paid: message us on WhatsApp as soon as possible. A pharmacist will review your request, and if your order has not yet been dispensed or handed over, we will arrange the cancellation and any refund due.
Collection
Cape Care Pharmacy does not operate a delivery service. Once your order is ready, we will let you know on WhatsApp, and you can collect it in-store or arrange collection through a transport or collection service of your choice, where appropriate.
If you nominate another person or a collection service to collect on your behalf, they do so as your agent and at your own risk. Our pharmacist may ask for your consent and for the collector's details before handing over your order, and may decline to hand certain items (such as cold-chain or acute medication) to a third party where confidentiality, patient safety or medicine quality cannot be protected. Cape Care Pharmacy is not responsible for an order once it has been handed to your nominated collector, and cannot offer a refund where a collection you have arranged fails.
How refunds are paid
Approved refunds are processed through our secure payment provider back to the original payment method used for the purchase. Please allow 7–10 business days for the refund to reflect, depending on your bank. We will confirm on WhatsApp once your refund has been processed.
Your statutory rights
Nothing in this policy limits any rights you may have under the Consumer Protection Act 68 of 2008 or other applicable South African law. If you believe an item was dispensed in error, or is defective or damaged, please contact us immediately and we will put it right.
Contact us
Questions about this policy, or a refund request? Message us on WhatsApp at 068 977 5175, email capecarepharm1@gmail.com, or speak to us at our Parklands branch (021 556 6626).