Return Policy / Refrigerated Medications

Last updated: July 21, 2025
This document applies to all purchases made on the site.PharmaCare– www.pharmacare.co.il (hereinafter: “the Site”) and details the terms of return, cancellation and exchange of products, including temperature-sensitive medications (“cooling medications”). The policy was prepared in accordance with theConsumer Protection Law, 5741‑1981 and its regulations, the Ministry of Health regulations (pharmacy), and the GDP/GSP (Good Distribution/Storage Practice) procedures applicable in Israel.

1. Settings

term	Interpretation
“Normal product”	Any item that does not require temperature control and is not a prescription drug.
“Prescription drug”	A medicine that requires a valid doctor's prescription according to the Pharmacists' Ordinance.
“Cooling medicine”	A drug (with or without a prescription) that must be stored and transported in the 2‑8 °C range (for example: insulin, vaccines, biologics).
“Manufacturer defect”	A quality or packaging defect found in the product at the time of delivery and confirmed by a responsible pharmacist.

2. Products that can be returned or exchanged

Product type	Refund/Exchange Terms	Deadlines
Standard product	Original packaging is sealed, unused, consumer has invoice.	Up to 14 days from receipt of the product (over NIS 50 – right of cancellation according to law).
Over-the-counter (OTC) medicine that is not a refrigerant	Can I cancel? before Delivery of the medicine to the courier. After delivery – no return for safety reasons.	Until the shipment leaves the logistics center.
Prescription drug	No returns or exchanges, except for a clear manufacturer defect.	Pharmacist verification is required within 48 hours.
Cooling medicine	Returns are strictly prohibited, even if the packaging is not opened, except for a manufacturer defect confirmed within 24 hours of receipt.	Immediately upon discovery of the defect and subject to refrigeration guidelines.
Medical equipment (sugar patches, pump sets, etc.)	Closed packaging, intact and without external damage.	Up to 14 days.

3. Notable exceptions (according to the law and Ministry of Health procedures)

Impossible Return prescription drugs or refrigerated medications due to the risk of compromising the integrity of the supply chain and the inability to verify storage conditions, other than a defective product.
Hygiene and toiletry products (e.g. ear thermometers) cannot be returned once the seal has been opened.
The right of cancellation under the Consumer Protection Law does not apply to “perishable goods” (refrigerated medicines) and “goods specially manufactured for the consumer.”

4. Manufacturer defect reporting procedure

Contact us immediately – by phone 09‑744‑5760 or by email[email protected]Within 24 hours (refrigerated) / 48 hours (regular product).
Sending documentation – A clear picture of the product, batch number (Lot) and expiration date.
Responsible Pharmacist Inspection – Verifying the defect and reviewing the transportation conditions (cooling log).
Controlled return – To a designated courier, in insulated packaging and an Ice-Pack cooler, in accordance with the GDP 2025 procedure.
Refund/Exchange – After approval, a credit will be given for the transaction value or a replacement product will be sent, depending on the customer's request and inventory availability.

5. Shipping costs and credit

Reason for return	Who bears the shipping costs?	Method of credit
Customer-initiated cancellation (regular product)	The customer	Full refund less shipping charges (if charged).
Manufacturer defect / picking error	PharmaCare	Full credit including shipping fees.
The package was refused upon delivery.	Customer (regular product) / Not applicable (medicines)	Offsetting the cost of round-trip shipping.

A refund will be made to the same original payment method within 7 business days from the date the credit is approved.

6. Responsibility and maintaining a cold chain (Thermo‑Chain Integrity)

We pack refrigerated medications in insulated cases with Ice-Gel And a temperature indicator sticker.
Deliveries are made via a designated courier to your home within 24 hours (central distribution areas) or a refrigerated collection point.
The company's liability for damage due to temperature conditions ends upon delivery of the package to the customer, subject to inspection of the indicator sticker.
Do not leave cooling medications outside the refrigerator for more than 30 minutes. Violation will void warranty.

7. Canceling a digital transaction (online form)

Add us to the “My Orders” page. “Cancellation/Refund Request”. Filling out the form will send a tracking code to your email and SMS. After reviewing the request, you will receive a response within 2 business days.

8. The right to update policies

PharmaCare may update this document from time to time. The date of the last update will appear at the top of the page. Material changes to the terms and conditions applicable to refrigeration medications will be published in a prominent notice on the website.

9. Contact information for the customer service department

PharmaCare Ltd. (611‑509‑514)
198 Ahuza St. (“Golan Commercial Center”), Raanana 4336017, Israel
☎ ‎09‑744‑5760‎ (Sun‑Thu 08:00–17:00)
✉ ‎[email protected]‎ | ‎[email protected]‎

PharmaCare is committed to meeting the highest standards of safety and quality. For any additional questions – our team of pharmacists will be happy to assist.

Return Policy / Refrigeration Medication