Refund & Cancellation Policy

1. Cancellation Before Payment

If a quotation or payment request has been issued but payment has not yet been completed, the customer should inform Newlife Medicare if they no longer wish to proceed.

Where applicable, the quotation or transaction-specific payment link may be cancelled, withdrawn or allowed to expire. No refund is required where Newlife Medicare has not received the customer's payment.

2. Cancellation After Payment but Before Processing

Customers who wish to cancel after making payment should contact Newlife Medicare as soon as possible.

A cancellation request received before procurement, special ordering, documentation, packing or other fulfilment activity has started may be considered for cancellation and refund.

Cancellation is not automatic and remains subject to transaction verification and confirmation by Newlife Medicare.

3. Cancellation After Processing Has Started

If procurement, special ordering, product allocation, export preparation, packaging, documentation or another fulfilment activity has already started, cancellation may not be possible or the refundable amount may be reduced.

Where a refund is approved after processing has started, reasonable and identifiable costs already incurred for the applicable order may be deducted where permitted and appropriate.

4. Cancellation After Dispatch

Orders generally cannot be cancelled after they have been handed over to a courier, postal, freight or other logistics provider.

Issues arising after dispatch will be reviewed under the applicable delivery, damage, loss, customs, incorrect-product or pharmaceutical-return provisions of this policy and our Shipping / Delivery Policy.

5. Pharmaceutical Returns

A return, replacement, credit or refund may be considered where a verified issue exists, such as:

• An incorrect product was supplied by Newlife Medicare
• The product or shipment was materially damaged before or during delivery
• A verified fulfilment error occurred
• Another circumstance is expressly approved by Newlife Medicare after review

Any approved physical return must follow the instructions provided by Newlife Medicare. Customers should not send pharmaceutical products back without prior written authorisation.

6. Damaged Shipment

If a shipment appears damaged, the customer should notify Newlife Medicare promptly after receipt and before disposing of the shipping package or affected goods.

We may request evidence such as:

• Photographs of the external shipping package
• Photographs of the affected product and packaging
• Shipping label
• Quotation, invoice or order number
• Unboxing photographs or video where available
• Any other information reasonably required to assess the claim

The goods, product packaging and external shipping materials should be retained until the claim has been reviewed.

7. Incorrect Product

If the customer receives a product different from the product confirmed on the applicable quotation, proforma invoice or invoice, the customer should contact us promptly and provide the order reference together with photographs of the received product.

After verification, Newlife Medicare may arrange an appropriate replacement, credit or refund depending on the circumstances and applicable regulatory requirements.

8. Product Unavailable or Order Cannot Proceed

If Newlife Medicare is unable to fulfil an order after payment because the product is unavailable, the order cannot be completed, or another issue on our side prevents fulfilment, we may offer, as appropriate:

• An alternative product or revised quotation with the customer's approval
• A credit toward another approved transaction
• A refund of the applicable amount

No substitute product will be treated as accepted unless the customer agrees to the revised transaction.

9. Prescription, Documentation or Regulatory Requirements

Certain medicines or destinations may require a prescription, business licence, import permit, identity/customer information or other supporting documentation.

If required documentation cannot be provided or the transaction cannot proceed for regulatory reasons, Newlife Medicare will review whether the order can be cancelled and whether any refund is available based on the stage of processing and costs already incurred.

Payment does not override pharmaceutical, prescription, import, export or destination-country requirements.

10. Customs or Import Restrictions

International customers are responsible for complying with applicable destination-country import requirements and for providing required prescriptions, permits, licences or other documentation where applicable.

If a shipment is rejected, detained, returned, destroyed or delayed by customs, postal, health or another authority because of destination-country requirements, the matter will be reviewed individually before determining whether any refund, reshipment or other resolution is available.

Shipping costs, customs costs and other third-party charges already incurred may not be refundable where they cannot be recovered.

11. Failed or Pending Payment-Link Transactions

If the customer's bank or payment provider shows a debit but the authorised payment provider reports the transaction as failed or pending, the customer should not immediately make another payment for the same quotation or order.

Please contact Newlife Medicare with the quotation or order reference, amount, currency and payment transaction reference so the transaction can be checked.

If the transaction was not successfully received by Newlife Medicare, any reversal may be handled by the customer's bank or payment provider according to its own processing timelines.

12. Duplicate Payments

If the same quotation or order is accidentally paid more than once, the customer should notify Newlife Medicare promptly.

Verified duplicate payments may be refunded after reconciliation with the applicable payment gateway, payment service provider, bank or financial institution.

13. Refund Method

Where a refund is approved, Newlife Medicare will normally attempt to return the eligible amount through the original payment method or the applicable authorised payment provider where technically supported.

If the original payment route does not support the refund, another compliant refund method may be agreed after appropriate verification.

Refunds remain subject to payment-provider, banking, card-network, foreign-exchange and financial-institution procedures.

14. Refund Processing Time

After a refund has been finally approved by Newlife Medicare, we generally aim to initiate the approved refund within 5–10 business days.

After initiation, additional processing time may be required by the payment gateway, payment service provider, bank, card network or international financial institution before the amount becomes visible in the customer's account.

The exact credit time is therefore not fully controlled by Newlife Medicare.

15. Payment Provider Refunds and Reversals

Where the original transaction was completed through a secure payment link or another authorised online payment method, an approved refund may be processed through the same payment provider where supported.

Customers should retain the original payment reference and quotation or order number until the refund or reversal has been completed.

A payment-provider reversal of a failed transaction is different from a refund of a successfully completed transaction and may follow different timelines.

16. Non-Refundable or Potentially Deductible Costs

Depending on the circumstances and the stage of the order, amounts already incurred for the following may be non-refundable or may be deducted from an approved refund where appropriate:

• Shipping, courier or freight charges already incurred
• Customs, clearance or destination-related charges
• Special procurement or supplier commitments
• Packaging or temperature-controlled handling already completed
• Documentation or export-processing costs
• Banking, payment-provider or currency-conversion charges that are not returned to Newlife Medicare
• Other identifiable third-party costs directly connected with the transaction

No deduction will be made merely for the purpose of imposing an undisclosed penalty; any applicable deduction will depend on the actual circumstances of the order.

17. Chargebacks and Payment Disputes

If the customer believes a payment is incorrect, duplicated or unauthorised, the customer should contact Newlife Medicare promptly so the matter can be investigated.

Where a payment dispute or chargeback is opened with a payment provider or financial institution, Newlife Medicare may provide relevant quotation, communication, payment, order, shipping and fulfilment records as part of the legitimate investigation.

Submitting a chargeback does not automatically determine refund eligibility under this policy.

18. How to Request a Cancellation or Refund

Please contact Newlife Medicare and provide, as applicable:

• Customer name
• Quotation, proforma invoice or order number
• Invoice number, if available
• Payment transaction reference
• Payment amount and currency
• Reason for cancellation, refund or dispute
• Supporting photographs, videos or documents where applicable

Customers should use our official contact information and should not send banking passwords, OTPs, CVV details or complete card credentials when requesting a refund.

19. Business and Individual Customers

This policy applies to eligible individual international customers and business buyers unless separate written commercial terms have been agreed for a particular transaction.

Wholesale, institutional, specially procured or otherwise customised orders may have additional cancellation or refund conditions stated in the applicable quotation, proforma invoice, contract or invoice.