Refunds & returns
Our Refund Policy
Last updated: 18 August 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 or delivery.
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, or delivered by, the pharmacy, 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. If a paid delivery order cannot be fulfilled at all, the delivery fee is refunded too.
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, handed over, or dispatched, we will arrange the cancellation and any refund due.
Deliveries
Courier deliveries are carried out by a third-party courier service, arranged at your request and sent to the address or location pin you provide. Once your order is dispatched, the live tracking link is shared with you in the WhatsApp chat so you can follow your courier and be ready to receive your order.
Deliveries are made at your own risk. Cape Care Pharmacy is not responsible for the success of a delivery and cannot offer a refund where a delivery fails — for example, because no one is available to receive the order or the address provided is incorrect. If your delivery does fail, please message us on WhatsApp and we will help where we can, such as arranging in-store collection of your order.
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? Email hello@capecare.co.za, message us on WhatsApp, or speak to us at any of our branches — Parklands (021 556 6626) or Cape Town CBD (021 422 0481).