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Return to shopReturns + Exchanges
Order Cancellation, Returns and Exchange Policy
1. General Policy
Due to FDA and DOH regulations, we do not accept returns or exchanges of pharmaceutical products, including but not limited to prescription and over-the-counter medicines, supplements, and medical supplies, unless one of the following conditions is met:
● The product delivered is damaged or defective
● The product is expired upon receipt
● The product delivered is incorrect (wrong item, dosage, or quantity)
2. Order Cancellation
● The orders could be cancelled by customer over-call with the Customer Service Team. In that case, Customer Service accepts cancellation only if the products are not picked and packed at the time of cancellation.
● Customer Service may also cancel the order in below scenarios and inform customer regarding the same: Issue with delivery address (out of delivery range) Issue with payments (customer’s history with payments fraud) / suspicious details Issue with prescription (if applicable)
3. Valid Return Conditions
● To be eligible for a return or exchange:
● The request must be made within 24 hours from the date of delivery.
● The item must be unopened, unused, and in its original packaging, except in the case of
damaged or defective goods.
● A photo or video of the item and packaging must be provided as proof.
4. How to File a Return/Exchange Request
Please contact our customer service team at Email: pharmacy@shinagawa.ph or Viber: +639177106512 with the following:
● Order number
● Description of the issue
● Photo or video evidence
Our team will assess the claim and notify you of the approval or denial of your request within 3 business
days.
5. Approved Returns
If your return is approved:
● We will send a replacement product (if available), or
● We will issue a refund through your original payment method or store credit, depending on your preference.
6. Non-Returnable Items
The following items are strictly non-returnable and non-exchangeable:
● Opened or used products
● Products without original packaging
● Items bought on clearance or promotion (unless defective)
● Prescription medicines without a verified error on our part
7. Return Shipping
● For approved returns due to our error (e.g., wrong or damaged item), we will shoulder the
return shipping cost.
● For customer-initiated returns (subject to approval), return shipping is at the customer’s expense.
For any questions, please contact our support team at:
Email: pharmacy@shinagawa.ph
Viber: +639177106512
Operating Hours: Monday to Saturday, 9:00 AM to 4:00 PM