Refund & Return Policy
Last Updated: April 2026
Medisfera Pharmacy Bali is committed to providing the highest quality health products and medicines. To maintain pharmaceutical safety, hygiene, and product efficacy standards, we enforce a strict Refund & Return Policy in accordance with Good Pharmacy Practice guidelines.
1. General Policy (Non-Refundable)
In compliance with applicable health regulations, all medicines, vitamins, and medical devices that have been delivered and received in good condition by the customer cannot be exchanged or returned. This policy exists to prevent cross-contamination risks and to ensure the safety of all products for our customers.
2. Approved Return Criteria
We will only process return or refund requests under the following specific conditions:
Out of Stock
The customer has completed a digital payment, but the product stock at our pharmacy is unavailable or depleted.
Delivery Error
The product received does not match the order details on the invoice agreed upon via WhatsApp.
Defective / Damaged Product
The product is received with a broken seal, severely damaged packaging, manufacturing defect, or has passed its expiration date.
3. Mandatory Claim RequirementsVideo Unboxing
To process complaints regarding delivery errors or damaged products, the customer must provide the following:
Full Unboxing Video
A clearly recorded video showing the package before it is opened until the product is fully visible. The video must not be paused or edited in any way.
Proof of Purchase
A photo of the digital invoice or official purchase receipt from Medisfera Pharmacy Bali.
Note: Without an unboxing video, Medisfera reserves the right to reject any complaint or return request.
4. Complaint Deadline
All complaints or claims must be reported to our Customer Service via WhatsApp within a maximum of 24 hours from the time the order status is marked as delivered to the shipping location. Complaints submitted after this deadline will not be processed.
5. Refund Process
If a refund claim is approved by our team, the disbursement will follow these terms:
Funds will be returned to the original bank account or payment method used during the transaction (Bank Transfer, E-Wallet, PayPal, or Wise).
The refund process requires 3 to 7 business days, depending on the policies of each bank or payment gateway provider.
Unilateral order cancellation by the customer after the payment link has been paid (without reasons that fall under the Approved Return Criteria) does not qualify for a refund.
Claim Support
To submit a claim or inquire about your refund status, please contact our team with your Invoice Number at [email protected] or WhatsApp +62 812-2694-3152.