Effective Date: 15th Sep 2026

At Valium Pharmacy, we take the safety and quality of our products seriously. Because of the nature of prescription medicines and healthcare products, we cannot accept returns once an order has been placed, shipped, or delivered.

We understand that problems can happen. If your order arrives damaged, incorrect, incomplete, or is undeliverable, contact us and we’ll look into it.

1. When may I get a refund/replacement?

A refund or replacement may be considered if:

  • Wrong item received. You received a product different from what was prescribed.
  • Package or product damage. Your order arrived damaged, broken, leaking, or otherwise compromised.
  • Missing items. An item in your prescription was not included.
  • Delivery failure. The carrier could not deliver the package and it was returned to us.
  • Duplicate payment. You were charged more than once.

2. Items We Cannot Accept for Return

Generally, we do not accept returns for:

  • Prescription medications
  • Controlled substances
  • Opened healthcare products
  • Used medical supplies
  • Temperature-sensitive products
  • Custom medication orders
  • Personal care products

Once prescription medication leaves the pharmacy, it generally cannot be returned to stock because product integrity, storage, and handling cannot be verified.

3. At what speed most quickly should I report a problem?

Contact us as soon as possible.

  • Damaged or incorrect order: within 48 hours of delivery.
  • Missing items or delivery problems: within 7 days.

Reporting quickly lets us work with the carrier and pharmacy team to investigate.

4. How to Apply for a Refund?

Contact our support team and include:

  • Your full name
  • Reference number
  • A brief description of the issue
  • Photos of the package and/or product if applicable

Email or call us. Our team will review your request and advise what documentation is needed.

5. How much does a refund take?

Refunds are returned to the original payment method, usually within 5 to 10 business days. Processing times may vary.

6. Am I able to cancel my order?

Cancellations are possible before processing or shipping begins. Once a prescription has been sent for processing, cancellation may not be possible. Contact us immediately if you need to cancel.

7. What if My Package is Lost?

If your package appears missing or delayed, contact us and we’ll check on the shipment. While we work to help, we may not be responsible for packages confirmed delivered and then lost or stolen at the delivery location. Make sure your shipping address is accurate and that packages can be received safely.

8. What if my medicine is damaged?

Don’t use medication if the packaging is damaged, opened, contaminated, or otherwise compromised. Contact us promptly with photos of both the package and the medication so we can review the situation and advise on next steps.

9. What If I selected the Wrong Product?

If you believe you selected the wrong product, contact us as quickly as possible. Prescription medications cannot be returned once sent from the pharmacy, so we cannot guarantee changes or refunds after processing.

10. What if I’m not using the medicine anymore?

Don’t return prescription medicines to the pharmacy or give them to someone else. Dispose of unused or expired medications safely by contacting your pharmacist or using an approved take-back program. The FDA provides recommendations for disposing of most unused or expired medicines.

11. What if there are payment issues?

Contact us first if you notice a problem with a payment. This includes duplicate charges, incorrect charges, or undelivered items. We’ll do our best to help resolve the situation.

12. Policy Updates

This policy may be updated to reflect changes in our services, pharmacy practices, or applicable requirements. The current version is always posted on this page.

Have questions? Contact our support team before assuming a refund or replacement isn’t possible. We’re happy to discuss your options.