Refund & Returns Policy

Last Updated: 30 August 2026

At Rex Pharmaceuticals 24/7, customer satisfaction, transparency and responsible service are important to us. We aim to ensure that every order is processed accurately and reaches the customer in appropriate condition.

Please review this Refund & Returns Policy before placing an order.

1. Our Refund Commitment

We want customers to feel confident when ordering from us. If there is a genuine problem with an order, we encourage you to contact our customer service team promptly so that we can review the situation and determine the appropriate resolution.

Where a refund is approved, it will normally be issued to the original payment method used for the purchase.

2. Damaged or Incorrect Orders

If your order arrives damaged, incomplete or contains an incorrect item, please contact us as soon as possible after delivery.

To help us investigate, we may request:

• Your order number
• Photographs of the package
• Photographs of the product received
• Photographs of the shipping label
• A description of the issue

After reviewing the information provided, we will determine the appropriate resolution, which may include a replacement, credit or refund where applicable.

3. Items That Cannot Be Returned

For healthcare, pharmaceutical, laboratory or temperature-sensitive products, returns may be subject to additional restrictions because of safety, storage and regulatory requirements.

For safety reasons, we may be unable to accept the return of products that have been opened, used, altered, stored improperly or otherwise cannot be safely resold.

Nothing in this policy is intended to remove or restrict any mandatory consumer rights that apply under applicable law.

4. Cancellation Requests

If you wish to cancel an order, contact us as soon as possible.

We will make reasonable efforts to accommodate cancellation requests received before processing or dispatch. However, cancellation may not be possible once an order has entered fulfilment or has been handed to a delivery carrier.

5. Undelivered or Returned Packages

If an order is returned to us because of an incorrect address, refusal of delivery, failure to collect the package or another customer-related delivery issue, please contact our support team.

Any refund or reshipping option will be considered based on the circumstances of the return and applicable law. Additional shipping charges may apply to reshipments where appropriate.

6. Customs, Import Restrictions and Refused Shipments

For international orders, customers are responsible for understanding the import requirements applicable in their destination country.

If an order is delayed, detained, refused or returned by customs or another government authority, the available refund options will depend on the circumstances and applicable law.

We cannot guarantee customs clearance or accept responsibility for import restrictions imposed by a destination country.

7. Refund Processing

Once a refund has been approved, we will initiate the refund to the original payment method.

The time required for the funds to appear in your account depends on the payment provider, bank or card issuer and is outside our direct control.

We will provide confirmation when the refund has been processed where appropriate.

8. Non-Refundable Charges

Where permitted by applicable law, certain charges may not be refundable, including shipping charges or third-party fees that have already been incurred.

Any applicable deductions will be communicated to the customer before a refund is finalised.

9. How to Request a Refund

To request a refund or report an issue with an order, please contact our customer service team through the Contact Us page.

Please include:

Order number:
Name used for the order:
Reason for the request:
Photographs or supporting information, where applicable:

Providing complete information helps us review requests more efficiently.

10. Fair & Transparent Resolution

Every refund request is reviewed fairly and based on the circumstances of the individual order.

We do not want customers to feel that their concerns are being ignored. If something has gone wrong with your order, please contact us and give us the opportunity to investigate and resolve the matter.

Our objective is to provide a professional, transparent and reasonable resolution while complying with applicable consumer-protection, product-safety and regulatory requirements.

11. Contact Us

For questions regarding refunds, cancellations or order issues, please contact:

Rex Pharmaceuticals 24/7
Customer Support Team