Return & Refund Policy

General Return Policy

Due to stringent global health regulations and to guarantee the absolute safety and efficacy of our products, we cannot accept returns on any prescription or over-the-counter (OTC) medicines once they have been dispatched from our facility.

Once a medication leaves our controlled supply chain, we can no longer guarantee its storage conditions (such as temperature control and humidity), rendering it legally and ethically unfit for resale or reuse.

Order Cancellations

We understand that medical situations can change rapidly. Our cancellation policy is designed to be as accommodating as possible prior to shipment.

• Before Dispatch: You may cancel your order for a full refund at any time before your payment has been processed and the export documentation has been finalized.
• After Dispatch: Once your medication has been handed over to our international courier partners (DHL, FedEx, EMS, etc.) and a tracking number is generated, the order cannot be cancelled.

Eligible Refund Conditions

While we do not accept general returns, we take full responsibility for our fulfillment process. You are eligible for a replacement or a full/partial refund under the following strict conditions:

• Incorrect Medication: The medicine received is materially different from what was confirmed on your written invoice (wrong brand, wrong dosage, or wrong active pharmaceutical ingredient).
• Damaged in Transit: The product arrives with severe physical damage to the primary packaging (e.g., broken vials, punctured blister packs) that compromises the medicine. Note: Minor dents to outer cardboard cartons do not qualify if the inner medicine is intact.
• Expired Product: The product arrives past its printed expiry date.

Customs, Import Duties & Confiscation

RootAid Pharma acts as your global sourcing partner and exporter from Bangladesh. We provide all necessary legal documentation (Commercial Invoice, Doctor’s Prescription, DGDA clearances) to facilitate smooth export.

However, import regulations vary significantly by country. It is the buyer's/patient's explicit responsibility to verify that the ordered medication is legally permitted for import into their destination country for personal use.

Refund Processing

If a refund is approved by our medical review team based on the eligible conditions mentioned above:

• Refunds will be credited back to the original method of payment (Bank Transfer, PayPal, Stripe, etc.).
• Depending on your bank or payment provider, it may take 7 to 14 business days for the funds to reflect in your account.
• Any banking fees or currency conversion charges applied by your bank during the initial transaction or the refund process are non-refundable.