{"id":374,"date":"2025-07-21T11:48:14","date_gmt":"2025-07-21T11:48:14","guid":{"rendered":"http:\/\/www.pharmacare.co.il\/?page_id=374"},"modified":"2025-09-05T13:01:01","modified_gmt":"2025-09-05T13:01:01","slug":"refund_returns","status":"publish","type":"page","link":"http:\/\/www.pharmacare.co.il\/en\/refund_returns\/","title":{"rendered":"Return Policy \/ Refrigeration Medication"},"content":{"rendered":"

Last updated: July 21, 2025<\/strong>
This document applies to all purchases made on the site.PharmaCare<\/strong>\u2013 www.pharmacare.co.il (hereinafter: \u201cthe Site\u201d) and details the terms of return, cancellation and exchange of products, including temperature-sensitive medications (\u201ccooling medications\u201d). The policy was prepared in accordance with theConsumer Protection Law, 5741\u20111981<\/strong>and its regulations, the Ministry of Health regulations (pharmacy), and the GDP\/GSP (Good Distribution\/Storage Practice) procedures applicable in Israel.<\/p>\r\n

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1. Settings<\/h3>\r\n
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term<\/th>\r\nInterpretation<\/th>\r\n<\/tr>\r\n<\/thead>\r\n
\u201cNormal product\u201d<\/strong><\/td>\r\nAny item that does not require temperature control and is not a prescription drug.<\/td>\r\n<\/tr>\r\n
\u201cPrescription drug\u201d<\/strong><\/td>\r\nA medicine that requires a valid doctor's prescription according to the Pharmacists' Ordinance.<\/td>\r\n<\/tr>\r\n
\u201cCooling medicine\u201d<\/strong><\/td>\r\nA drug (with or without a prescription) that must be stored and transported in the 2\u20118 \u00b0C range (for example: insulin, vaccines, biologics).<\/td>\r\n<\/tr>\r\n
\u201cManufacturer defect\u201d<\/strong><\/td>\r\nA quality or packaging defect found in the product at the time of delivery and confirmed by a responsible pharmacist.<\/td>\r\n<\/tr>\r\n<\/tbody>\r\n<\/table>\r\n
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\u00a0<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n
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2. Products that can be returned or exchanged<\/h3>\r\n
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Product type<\/th>\r\nRefund\/Exchange Terms<\/th>\r\nDeadlines<\/th>\r\n<\/tr>\r\n<\/thead>\r\n
Standard product<\/strong><\/td>\r\nOriginal packaging is sealed, unused, consumer has invoice.<\/td>\r\nUp to 14 days from receipt of the product (over NIS 50 \u2013 right of cancellation according to law).<\/td>\r\n<\/tr>\r\n
Over-the-counter (OTC) medicine that is not a refrigerant<\/strong><\/td>\r\nCan I cancel? before<\/em> Delivery of the medicine to the courier. After delivery \u2013 no return for safety reasons.<\/td>\r\nUntil the shipment leaves the logistics center.<\/td>\r\n<\/tr>\r\n
Prescription drug<\/strong><\/td>\r\nNo returns or exchanges, except for a clear manufacturer defect.<\/td>\r\nPharmacist verification is required within 48 hours.<\/td>\r\n<\/tr>\r\n
Cooling medicine<\/strong><\/td>\r\nReturns are strictly prohibited, even if the packaging is not opened, except for a manufacturer defect confirmed within 24 hours of receipt.<\/td>\r\nImmediately upon discovery of the defect and subject to refrigeration guidelines.<\/td>\r\n<\/tr>\r\n
Medical equipment (sugar patches, pump sets, etc.)<\/strong><\/td>\r\nClosed packaging, intact and without external damage.<\/td>\r\nUp to 14 days.<\/td>\r\n<\/tr>\r\n<\/tbody>\r\n<\/table>\r\n
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\u00a0<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n
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3. Notable exceptions (according to the law and Ministry of Health procedures)<\/h3>\r\n
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  1. \r\n

    Impossible<\/strong> 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.<\/p>\r\n<\/li>\r\n

  2. \r\n

    Hygiene and toiletry products (e.g. ear thermometers) cannot be returned once the seal has been opened.<\/p>\r\n<\/li>\r\n

  3. \r\n

    The right of cancellation under the Consumer Protection Law does not apply to \u201cperishable goods\u201d (refrigerated medicines) and \u201cgoods specially manufactured for the consumer.\u201d<\/p>\r\n<\/li>\r\n<\/ol>\r\n

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    4. Manufacturer defect reporting procedure<\/h3>\r\n
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    1. \r\n

      Contact us immediately<\/strong> \u2013 by phone 09\u2011744\u20115760 or by email info@pharmacare.co.il<\/a>Within 24 hours (refrigerated) \/ 48 hours (regular product).<\/p>\r\n<\/li>\r\n

    2. \r\n

      Sending documentation<\/strong> \u2013 A clear picture of the product, batch number (Lot) and expiration date.<\/p>\r\n<\/li>\r\n

    3. \r\n

      Responsible Pharmacist Inspection<\/strong> \u2013 Verifying the defect and reviewing the transportation conditions (cooling log).<\/p>\r\n<\/li>\r\n

    4. \r\n

      Controlled return<\/strong> \u2013 To a designated courier, in insulated packaging and an Ice-Pack cooler, in accordance with the GDP 2025 procedure.<\/p>\r\n<\/li>\r\n

    5. \r\n

      Refund\/Exchange<\/strong> \u2013 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.<\/p>\r\n<\/li>\r\n<\/ol>\r\n

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      5. Shipping costs and credit<\/h3>\r\n
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      Reason for return<\/th>\r\nWho bears the shipping costs?<\/th>\r\nMethod of credit<\/th>\r\n<\/tr>\r\n<\/thead>\r\n
      Customer-initiated cancellation (regular product)<\/td>\r\nThe customer<\/td>\r\nFull refund less shipping charges (if charged).<\/td>\r\n<\/tr>\r\n
      Manufacturer defect \/ picking error<\/td>\r\nPharmaCare<\/td>\r\nFull credit including shipping fees.<\/td>\r\n<\/tr>\r\n
      The package was refused upon delivery.<\/td>\r\nCustomer (regular product) \/ Not applicable (medicines)<\/td>\r\nOffsetting the cost of round-trip shipping.<\/td>\r\n<\/tr>\r\n<\/tbody>\r\n<\/table>\r\n
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      \u00a0<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n

      A refund will be made to the same original payment method within 7 business days from the date the credit is approved.<\/em><\/p>\r\n

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      6. Responsibility and maintaining a cold chain (Thermo\u2011Chain Integrity)<\/h3>\r\n