Return and Exchange Policy
Effective date:January 1, 2026
Thank you for choosing HkeeMall. We are committed to providing high-quality prescription drugs and health care products to customers worldwide. Because the products we handle belong to special medical and pharmaceutical categories, to ensure the medication safety and hygiene quality of all customers, this website has established the following return and exchange policy. Please read this policy carefully before placing an order.
1. Core Principles: The Specificity of Prescription Drugs and Medical Supplies
- Returns and exchanges without reason are not accepted in principle: Due to pharmaceutical regulations, medical safety, and hygiene considerations, prescription drugs (Rx), over-the-counter drugs (OTC), and all types of health supplements, once sold and removed from our temperature-controlled and secure storage facility, are not eligible for any return or exchange requests based on personal reasons (such as wrong purchase, no longer needed, taste preferences, changes in treatment plan, etc.).
- Drug safety defense line: Pharmaceuticals are special goods that directly impact health. To ensure that the medications received by every customer are absolutely safe, unopened, and uncontaminated original products, we cannot restock and resell returned medications. Therefore, we kindly ask all customers to carefully confirm the required medication name, dosage, and specifications before placing an order.
2. Exceptions: Circumstances under which returns and exchanges may be accepted
Despite implementing strict shipment inspections and international logistics packaging standards, if the items you received exhibit any of the following conditions, we will provide you with complete after-sales assistance (please be sure to contact customer service within 48 hours of signing for the package):
- Wrong item shipped:The drug name, dosage, or specification of the medication you received does not match the content confirmed in your order.
- Severely damaged product or damaged packaging:The package suffered severe crushing during transit, resulting in damaged outer packaging of the medication and moisture damage or breakage of the pills/capsules, which affects safety of use.
- Products close to expiration or expired:The received item has expired or does not meet reasonable expiration date standards.
3. Necessary conditions for applying for a return or exchange
If you meet the exception-eligible conditions in "Article 2" above, you must also satisfy the following conditions simultaneously when applying for a return or exchange:
- Requests must be submitted within 48 hours of package delivery via customer service email or online form.
- Clear photos of the outer packaging of the parcel, an unboxing video, a photo showing the entirety of the received goods, and the express tracking number must be provided.
- All returned items must be in brand new, unopened, and original sealed condition, including all original labels, manuals, and anti-counterfeiting tags.
IV. Refund and Exchange Processing Procedure
- Contact Customer Service:Please send an email to our customer service inbox, attaching your order number, problem description, and photo proof.
- Audit confirmation:Our after-sales team will review it within 1 to 2 business days. Once confirmed that it meets the return and exchange conditions, customer service will guide you through the subsequent process.
- Refund method:If confirmed to meet the refund conditions, the funds will be returned to your original payment account. Depending on the processing times of different banks and payment institutions, the funds will typically be credited within 7 to 14 business days.
V. Disclaimer regarding international transport and customs detention
- Customs Inspection and Policy Risks: This site ships cross-border. By placing an order, the buyer acknowledges and agrees to assume the risks associated with the import customs regulations of the destination country/region. If the goods are detained, destroyed, or returned by customs due to import restrictions, prohibitions under the customs regulations of the destination country, or the recipient's refusal to cooperate with customs clearance or pay tariffs, the company shall not bear any responsibility for refunds or reshipment.
- Incorrect address entry: Please make sure that the recipient's name, address, and contact number provided at the time of order are correct and accurate. If a package cannot be delivered and is returned due to an incorrect address or the recipient being unreachable, any resulting additional international shipping fees will be borne by the buyer.
6. Contact Us
If you have any questions about this return and exchange policy, or need assistance checking your order status, please feel free to contact us at any time through the following methods:
- Official website:https://hkeemall.com
- Customer Support Page / Email:Please submit your question on the website's Contact Us page.