Confidence in every order, reassurance when plans change.
While most medicines cannot be resold once dispensed, we uphold strict replacements and refunds for any product that reaches you damaged, incorrect, or unsafe to consume. Here's how Medway protects your purchase.
Authenticity guaranteed
All medicines ship in tamper-evident packaging. Report any seal breaches within 12 hours for immediate replacement.
Patient-first resolutions
Our pharmacists review each case individually to recommend safe alternatives or reimbursements where legally allowed.
Transparent timelines
Refunds for eligible items are processed within 3–5 business days once quality checks or return pickups are complete.
Eligibility by product type
Regulations protect patients by limiting when medicines can be returned. Use this guide to understand what qualifies for replacement or reimbursement.
Prescription medicines
Returnable only if the parcel arrives damaged, expired, temperature-compromised, or incorrect. Cold-chain items must be reported within 6 hours.
Wellness, OTC & personal care
Eligible for return within 7 days if unopened and in original condition. Hygiene products follow manufacturer seal requirements.
Medical devices & equipment
Returnable within 10 days for manufacturing defects or transit damage. Usage wear or accidental damage isn’t covered.
Submit a return or refund request in four steps
Contact support
Initiate a request via the Your Orders dashboard, WhatsApp (+92 00 00000000), or medwayofficials@gmail.com within the eligibility window.
Share evidence
Upload clear photos or videos of the issue, along with prescription copies when needed to verify safe handling.
Pharmacist validation
Our clinical team reviews the case to ensure regulatory compliance before approving replacements or refunds.
Resolution issued
Approved refunds are credited to the original payment method; cash-on-delivery orders receive bank transfers or wallet credit.
Timelines & follow-ups
- Replacement shipments leave within 24 hours of approval in major metros and within 48 hours for other cities.
- Refund credits reflect in 3–5 business days depending on your bank. Wallet credits post instantly after approval.
- Track case progress inside Your Orders. A dedicated care agent updates you after each milestone.
Important reminders before requesting a return
- Items opened or stored contrary to label instructions become ineligible for return due to safety risks.
- Temperature-sensitive medicines must remain sealed until our support team provides guidance; store them immediately in a refrigerator if deliveries are delayed.
- We reserve the right to recall suspect batches proactively and will coordinate pickup or disposal guidelines with you.
Need hands-on assistance?
For chronic care patients, we provide doorstep pickup of medicines approved for return and coordinate pharmacist counselling to manage therapy transitions safely.
Call +92 00 00000000 or email medwayofficials@gmail.com with your order ID, and we will assign a resolution specialist within one business hour.
Medway Patient Safety Desk