Refund & Cancellation Policy

1. Cancellation Before Order Processing

Customers who wish to cancel an order should contact Newlife Medicare as soon as possible after payment or order confirmation.

A cancellation request received before procurement, packaging, documentation or shipping has started may be considered for cancellation.

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

2. Cancellation After Processing Has Started

If procurement, special ordering, packaging, documentation or other fulfilment activities have already started, cancellation may not be possible.

Where a refund is approved after processing has started, reasonable costs already incurred may be deducted where applicable.

3. Cancellation After Dispatch

Orders generally cannot be cancelled after they have been handed over to the shipping, courier, postal or logistics provider.

Any issue arising after dispatch will be reviewed under the relevant delivery, damage, loss, customs or return provisions of this policy.

4. Pharmaceutical Returns

Return eligibility may be considered where:

• An incorrect product was supplied by Newlife Medicare
• The shipment was materially damaged before or during delivery
• A verified fulfilment error occurred

5. Damaged Shipment

If a shipment appears damaged, please notify us promptly after receipt.

We may request evidence such as:

• Photographs of the external shipping package
• Photographs of the affected product
• Shipping label
• Quotation, invoice or order number
• Unboxing photographs or video where available

The goods and original packaging should be retained until the claim has been reviewed.

6. Incorrect Product

If you receive a product different from the product confirmed on your quotation or invoice, please contact us promptly and provide the order reference together with photographs of the received product.

After verification, we may arrange an appropriate replacement, credit or refund depending on the circumstances.

7. Product No Longer Available

If Newlife Medicare is unable to fulfil an order after payment because the product is no longer available or because of another issue on our side, we may offer:

• An alternative product with customer approval
• A credit toward another order
• A refund of the applicable amount

8. Customs or Import Restrictions

International customers are responsible for confirming that products may lawfully be imported into the destination country and for obtaining required prescriptions, permits, licences or other documentation where applicable.

A shipment rejected, detained, destroyed, returned or delayed by customs or another authority because of destination-country requirements will be reviewed individually before determining whether any refund is available.

9. Failed Online Payments

If your account is debited but the website or payment gateway reports that the transaction failed or remains pending, please do not immediately make multiple payments for the same quotation or order.

Contact us with the quotation or order number and payment reference so the transaction can be checked.

10. Duplicate Payments

Verified duplicate payments for the same quotation or order may be refunded after reconciliation with our payment gateway, banking partner or financial service provider.

11. Refund Method

Where a refund is approved, it will normally be initiated to the original payment method wherever technically possible.

Refunds are subject to payment-gateway, banking, card-network and financial-institution processing procedures.

12. Refund Processing Time

Approved refunds are generally initiated by Newlife Medicare within 5–10 business days after final approval of the refund.

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

13. Non-Refundable Costs

Depending on the circumstances, amounts already incurred for shipping, customs processing, packaging, documentation, banking charges, currency conversion or other third-party services may not be refundable.

14. Refunds for Online Website Payments

Where an order was paid through our website and a refund is approved, the refund may be processed through the same authorised payment provider used for the original transaction, where supported.

The customer should keep the original payment reference until the refund is completed.

15. How to Request a Cancellation or Refund

Please provide:

• Customer name
• Quotation or order number
• Invoice number, if available
• Payment transaction reference
• Reason for cancellation or refund
• Supporting photographs or documents where applicable

16. Business and Individual Customers

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

Large wholesale, institutional or specially procured orders may have additional cancellation or refund conditions stated in the applicable quotation or invoice.