Return and Refund Policy
Effective Date: August 9, 2026
At True Dose Care, available through www.truedosecare.com, we are committed to providing customers with a reliable and responsible online pharmacy service. Because medicines and healthcare products can be sensitive to storage, handling, safety, and regulatory requirements, returns and refunds are subject to the conditions described in this Return and Refund Policy.
By placing an order through www.truedosecare.com, you acknowledge and agree to the terms of this policy.
1. General Return Policy
For health and safety reasons, medicines and pharmaceutical products that have been correctly supplied and delivered are generally not eligible for return or exchange simply because the customer has changed their mind, ordered the wrong product, or no longer requires the medicine.
This restriction is intended to protect customers from receiving medicines that may have been outside our controlled storage and handling process.
If you receive a product that is incorrect, damaged, defective, incomplete, or otherwise different from what you ordered, please contact True Dose Care as soon as possible so that we can review the issue and determine an appropriate resolution.
2. Incorrect Product Received
If you receive a medicine or product that is different from the item confirmed in your order, please notify us promptly.
To help us investigate the issue, we may request your order information and photographs showing the product, packaging, shipping label, and any visible identifying information.
After reviewing the circumstances, True Dose Care may provide an appropriate resolution, which may include a replacement or refund where applicable.
Customers should not use a product that they believe was supplied incorrectly until the matter has been reviewed.
3. Damaged or Tampered Package
If your package arrives visibly damaged, opened, leaking, or appears to have been tampered with, please contact True Dose Care as soon as reasonably possible.
Where appropriate, we may request photographs or other evidence of the condition of the package when it was received.
If the damage appears to have occurred during transportation or fulfillment, we will review the matter and work with the relevant delivery provider where necessary.
A replacement or refund may be considered depending on the circumstances and applicable requirements.
4. Missing or Incomplete Order
If an item that was included in your confirmed order is missing from the delivered package, please notify True Dose Care promptly.
We may review the order record, packing information, shipment details, and delivery information before determining the appropriate resolution.
If our review confirms that an item was incorrectly omitted from the shipment, we may arrange a replacement or provide another appropriate resolution.
5. Prescription-Related Orders
For medicines requiring a prescription, the order may be processed only after the required prescription has been reviewed and accepted.
If an order cannot be processed because the prescription is missing, invalid, incomplete, expired, unclear, or otherwise does not meet applicable requirements, True Dose Care may cancel the order.
Where payment has already been received for an order that cannot be fulfilled for this reason, any eligible refund will be processed according to the applicable payment and refund procedures.
Customers are responsible for providing genuine, accurate, and legally valid prescription information.
6. Order Cancellation
Customers may contact True Dose Care to request cancellation of an order before it has been dispatched.
Cancellation requests cannot always be guaranteed because an order may already have entered the processing, packing, prescription verification, or shipping stage.
Once an order has been dispatched, cancellation may no longer be possible.
If an eligible cancellation is approved, the applicable refund will be processed using the original payment method where reasonably possible.
7. Refund Eligibility
A refund may be considered in circumstances such as an order being cancelled before dispatch, an order being unable to be fulfilled due to prescription verification or product availability, receiving an incorrect product, or receiving a product that is damaged or otherwise unsuitable due to an issue attributable to fulfillment or transportation.
Refund decisions are made based on the circumstances of the individual order and applicable legal and regulatory requirements.
Not every request for a refund will qualify for a refund.
8. Non-Refundable and Non-Returnable Situations
Unless otherwise required by applicable law, refunds or returns may not be available when a customer changes their mind after receiving the correct product, orders the wrong medicine or quantity, provides an incorrect delivery address, refuses delivery without an eligible reason, fails to comply with applicable customs requirements, or does not collect a shipment after receiving appropriate delivery information.
Medicines that have been opened, used, altered, damaged after delivery, improperly stored, or otherwise handled outside our control generally cannot be accepted for return.
9. International Orders and Customs
For international orders, customers are responsible for understanding the import requirements applicable to the destination country.
True Dose Care cannot guarantee that customs or regulatory authorities in another country will permit a particular medicine to enter the destination country.
If an international shipment is delayed, returned, refused, held, or otherwise affected because of customs requirements, import restrictions, incomplete documentation, duties, taxes, or other destination-country requirements, refund eligibility will depend on the specific circumstances and applicable law.
Customers may be responsible for customs duties, taxes, import charges, or other fees imposed by the destination country unless otherwise stated at the time of purchase.
10. Delivery Delays
Estimated delivery times are provided for guidance and may be affected by courier operations, weather, customs processing, public holidays, transportation disruptions, incorrect addresses, regulatory checks, or circumstances beyond our reasonable control.
A delivery delay by itself does not automatically qualify an order for a refund.
If a shipment appears to be lost or has remained undelivered beyond a reasonable period, customers should contact True Dose Care so that we can investigate the shipment with the relevant delivery provider.
11. Refund Processing
Once a refund has been approved, we will generally initiate the refund through the payment method used for the original transaction, where technically and reasonably possible.
The time required for the refunded amount to appear in the customer's account may depend on the payment provider, bank, card issuer, or other financial institution.
True Dose Care does not control the processing time of external payment providers.
12. Refund Amount
Where a refund is approved, the amount refunded will depend on the circumstances of the order.
Depending on the situation, certain shipping charges, transaction charges, customs fees, taxes, or third-party service charges may not be refundable unless required by applicable law or expressly agreed otherwise.
Where an incorrect or damaged product is determined to have resulted from our fulfillment process, we will assess the appropriate refund or replacement based on the circumstances.
13. How to Request a Return or Refund
To request a return, replacement, or refund review, customers should contact True Dose Care through the contact information provided on www.truedosecare.com.
Please provide the order information and a clear description of the issue. Where relevant, we may also request photographs of the product, packaging, shipping label, or other information needed to investigate the matter.
Customers should contact us as soon as possible after discovering a problem with an order.
14. Product Storage and Handling
Customers are responsible for properly storing medicines after delivery according to the instructions provided with the product or by an appropriate healthcare professional.
We generally cannot accept responsibility for damage, deterioration, or other problems resulting from improper storage, exposure to unsuitable temperatures, moisture, sunlight, contamination, or other handling conditions after delivery.
Customers should not use a medicine if its packaging appears damaged, compromised, contaminated, or otherwise unsafe. In such circumstances, customers should contact True Dose Care and, where appropriate, seek professional medical advice.
15. Exchanges and Replacements
Because pharmaceutical products are subject to safety and handling requirements, direct exchanges may not always be available.
Where an incorrect or damaged product has been confirmed, True Dose Care may determine that a replacement is more appropriate than a return or refund.
Any replacement will remain subject to product availability, prescription requirements, shipping restrictions, and applicable law.
16. Fraudulent or Abusive Claims
True Dose Care reserves the right to investigate refund and return requests that appear fraudulent, misleading, repetitive, or abusive.
We may refuse a refund or replacement where there is reasonable evidence of misuse, false information, manipulation of delivery or order records, or other fraudulent activity, subject to applicable law.
17. Changes to This Policy
True Dose Care may update this Return and Refund Policy from time to time to reflect changes in our services, pharmacy procedures, delivery arrangements, legal requirements, or business practices.
Any updated version will be published on www.truedosecare.com with a revised effective date.
Customers are encouraged to review this policy periodically.
18. Contact True Dose Care
If you have questions regarding returns, refunds, cancellations, damaged products, incorrect orders, or any other issue concerning your purchase, please contact True Dose Care using the contact information available on our website.
Website: www.truedosecare.com
True Dose Care is committed to handling customer orders fairly and responsibly while maintaining appropriate safety and quality standards for medicines and healthcare products.