Cancellation, Returns and Refunds Policy
This policy explains when an order may be changed or cancelled, when return or replacement support may be available, and how approved refunds are processed.
Cancellation
Cancellation is easiest before sourcing, documentation, packing or dispatch has started.
Return support
Return or replacement support is reviewed for damaged, incorrect or incomplete orders.
Approved refunds
Approved refunds are normally initiated within 5-7 business days.
Support review
Each request is reviewed against order, payment, dispatch and delivery records.
Contact us as soon as possible if you need to change or cancel an order, or if a delivered shipment has a product, quantity, packaging or damage concern.
Scope
This policy applies to orders supplied through Global Medicines Export, operated by Radical Enterprises.
If the accepted quotation, invoice or written order confirmation contains specific cancellation, return or refund terms, those terms will apply to that transaction.
Order changes and cancellation
A cancellation or change request should be submitted as soon as possible. We will review whether sourcing, packing, documentation or dispatch has already started.
Request received
Share the order number and the requested change or cancellation.
Status checked
We review sourcing, packing, documentation and dispatch progress.
Options confirmed
Available cancellation, adjustment or replacement options are explained.
Resolution completed
The approved change, credit, refund or revised order is processed.
Returns and replacements
Returns are reviewed where a shipment is damaged, incorrect, incomplete or materially different from the confirmed order.
Because product integrity, storage and chain of custody must be maintained, a return should not be sent back unless our team has first confirmed the return instructions and destination.
Damaged shipment
Visible damage, leakage, breakage or opened external packaging.
Incorrect order
Product, strength, pack or quantity differs from the confirmed order.
Incomplete shipment
A confirmed item or quantity appears to be missing from the package.
Agreed resolution
Replacement, credit, partial refund or full refund as appropriate.
Reporting a delivery issue
Contact us promptly after delivery, preferably within 48 hours where practical, so that the shipment condition and delivery record can be reviewed.
Please provide:
- Order or invoice number
- Tracking number and delivery date
- A brief description of the issue
- Clear photographs or video of the package, label and affected items
- Quantity affected and preferred resolution
Refunds and credits
Where a refund is approved, it will normally be initiated within 5-7 business days using the original payment route or another mutually agreed method.
The time required for the amount to appear may depend on the bank, card issuer, payment provider and country.
An approved resolution may be issued as a full refund, partial refund, account credit or replacement, depending on the confirmed issue and the buyer’s preference.
Confirmed pricing and buyer-requested changes
Before payment, price and availability may be reconfirmed as part of the quotation process.
Once payment is received against an accepted quotation and the order is confirmed, the agreed price remains fixed.
Additional charges will apply only where the buyer requests and approves a change to the product, quantity, destination, packaging or shipping arrangement.