🩺 Health Pharma – Frequently Asked Questions (FAQs)

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When will I receive my order?

Your order will be delivered within the estimated time displayed at the time of purchase. Delivery times may vary depending on your location, product availability, and order volume. Our team ensures every order is processed and delivered as quickly and safely as possible.

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I have received damaged items. What should I do?

We sincerely apologize for the inconvenience.

If you notice that your order is damaged or tampered with, please do not accept the delivery. Inform our Health Pharma Customer Care Team immediately so we can investigate the issue and arrange a replacement or refund as applicable.

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The items I received are different from what I ordered.

We are truly sorry for this mix-up.

If the delivered items do not match your order, please reject the delivery immediately and contact our Health Pharma Customer Care for prompt assistance. Our team will arrange for the correct items to be delivered to you as soon as possible.

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What if some items are missing from my order?

You should never receive an incomplete order. When the delivery rider arrives, please verify that:

• All ordered items are present, and

• The expiry dates on the medicines are valid.

If you find any missing items, please notify our Customer Care team right away for resolution or refund.

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How do I cancel my order?

You can easily cancel your order by:

1. Calling our Customer Care team with your Order ID, or

2. Using the “My Orders” section in your Health Pharma account to cancel directly (if the order has not yet been processed).

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Can I modify my order after confirmation?

Unfortunately, once an order has been confirmed, it cannot be modified. If you need to make changes, please place a new order with the desired modifications.

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What is the shelf life of the medicines provided?

We take medicine quality and safety very seriously. All medicines supplied through Health Pharma partner pharmacies come with a minimum shelf life of at least 3 months from the date of delivery, ensuring you receive only safe and effective products.

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🩺 Health Pharma – Order & Delivery FAQs

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When will I receive my order?

Your order will be delivered within the Estimated Delivery Date shown at the time of purchase. Delivery time may vary slightly depending on your location, product availability, and delivery method selected.

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My order status shows “Delivered,” but I haven’t received it. What should I do?

We’re very sorry for the inconvenience.

If your order is marked as Delivered but you haven’t received it, please contact our Customer Care Team immediately. We will investigate the issue and ensure a quick resolution.

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Which cities do you currently operate in?

Health Pharma provides nationwide healthcare delivery services across Bangladesh. No matter where you are located, we aim to deliver your medicines and healthcare products right to your doorstep.

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How can I get my order delivered faster?

We currently offer two delivery options:

• 🚀 Express Delivery: For urgent requirements, select this option during checkout to receive your order faster.

• 📦 Regular Delivery: Standard delivery within the estimated time frame.

Choose Express Delivery if your order is time-sensitive or medically urgent.

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Can I modify my delivery address after placing the order?

Unfortunately, once an order is confirmed and processing has begun, the delivery address cannot be modified. Please ensure your address and contact details are correct before finalizing your order.

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What does the “Delivered” status mean?

The “Delivered” status indicates that the delivery rider has successfully handed over your order at your provided address.

It also confirms that Health Pharma has received the payment for your order, either in cash or through online payment.

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How do customers get discounts?

At Health Pharma, we believe in transparent savings.

We pre-deduct discounts on every medicine and clearly display the discounted price before you place your order. This ensures you always know exactly how much you’re saving and what you’re paying for each medicine.

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When will I receive my refund?

If your refund is approved, it will be credited to your Health Pharma Wallet within 3–5 business days.

You can later withdraw the amount using your preferred payment method as per our refund policy.

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I did not receive cashback for my order. What should I do?

Please review the Terms & Conditions of the promotional offer to ensure your order meets the eligibility criteria for cashback.

If you believe you were eligible but did not receive the cashback, contact our Customer Care Team for assistance.

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What are the available payment methods at Health Pharma?

We offer multiple secure payment options for your convenience:

• 💵 Cash on Delivery (COD)

• 📱 bKash

• 💰 Nagad

• 💳 Debit & Credit Cards

Choose your preferred payment method during checkout for a smooth and secure transaction experience.

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How do I apply a coupon code to my order?

You can easily apply a coupon code on the cart or checkout screen while placing your order.

If you receive a message saying that the coupon code could not be applied, it may be because:

• The offer is not valid for your current order, or

• Your order does not meet the eligibility criteria mentioned in the offer’s Terms & Conditions.

Please review the coupon details carefully before applying to ensure you qualify for the discount.

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Does Health Pharma accept returns of medicines?

Yes, Health Pharma accepts returns of medicines that meet our return policy conditions.

We offer a 7-day return policy for eligible items. To learn more about which products qualify and how to initiate a return, please visit our Return, Replacement & Refund Policy section.

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🩺 Health Pharma Return Policy

At Health Pharma, we value your trust and satisfaction. Our return policy is designed to ensure transparency, convenience, and fairness for all customers.

🔄 Return Eligibility

Unopened and unused items may be returned within 7 days from the date of delivery. The specific return window for each order will be displayed in the “Returns” section once the delivery is completed.

❌ Items Not Eligible for Return

Returns will not be accepted under the following conditions:

• Items that have been opened, used, or partially consumed.

• Products with tampered packaging, broken seals, or disfigured labels.

• Items that are clearly mentioned as “non-returnable” on the product page.

• Expired return window – no returns are accepted beyond 7 days from delivery.

• Products missing accessories, barcodes, serial numbers, or UPC codes.

• Items damaged due to visible misuse or mishandling.

• Products with defects not covered under the manufacturer’s warranty.

• Refrigerated or heat-sensitive items (e.g., insulin) are strictly non-returnable.

• Categories such as baby care, food & nutrition, healthcare devices, and sexual wellness items — including but not limited to diapers, health drinks, supplements, glucometers, glucometer strips/lancets, condoms, and pregnancy/fertility kits — are non-returnable due to hygiene and safety reasons.

Please inspect all packages carefully upon delivery. If the seal or packaging appears tampered with, do not accept the delivery and contact our support team immediately.

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💊 Sale of Medicine Strips

At Health Pharma, customers have the flexibility to purchase medicines either as full strips or single units, depending on their needs.

Our licensed pharmacists may cut strips to provide the exact quantity you request. If you prefer to receive full strips only, please ensure your order quantity reflects that.

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🚫 Return Conditions for Opened or Cut Strips

• Items with broken seals cannot be returned.

• Partially consumed medicines are not eligible for return.

• If your order includes cut strips (due to single-unit purchases), you must return all pieces together if you wish to initiate a return. Partial returns (e.g., 1 or 2 tablets out of 4) are not allowed.

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🕘 Need Assistance?

If you have any questions regarding your return eligibility or need support with a return request, please contact Health Pharma Customer Care via our official website or helpline. Our team is available to assist you promptly and professionally.