Return & Refund

Returns policy

Effective Date: 01 June 2024

Change of mind returns policy
If you have changed your mind about a product purchased from ICC Pharmacy, we will provide a refund [at our discretion], provided that the product:

is flagged with us for return, with valid proof of purchase, within 7 days of receiving your purchase;
is in its original condition, including with original packaging and seals intact;
is not a product that is an exempt product (as set out in the“Products exempt from Change of minds returns below)
Has not been used and, if a perishable product, is not expired or within 2 days of expiry
In certain circumstances, you may be required to provide further information such as photo identification. Information collected in this manner will be stored securely in accordance with the ICC Pharmacy Privacy Policy. ICC Pharmacy reserves the right to refuse a refund for unverified purchases.

Return shipping is at the customer's expense for Change of Mind returns.

This policy is in addition to your rights under the Philippines Consumer Law.

Products exempt from Change of mind returns
We will not provide a refund for where you have simply changed your mind about any of the following products purchased from Healthylife (unless that product is faulty or Philippines Consumer Law applies):

Health supplement
Rapid antigen tests
Baby formula
Prescription Medicine
Compounded ‘Pharmacy Only’ Items
Perfumes & Colognes
Refrigerated Items
Bulk / Special Orders
Clearance items
Underwear, Intimacy and Sexual Health Products
If you have purchased additional items that you no longer want, we encourage you to share with those in need, in particular, the elderly, disabled and most vulnerable in our community.

How to process a return if I have changed my mind
Contact us via live chat or at info@icc.com.ph to notify us you want to return your item due to a change of mind, providing a photo of the item packaged in its box and your original order number. Our team will validate that the item qualifies for a change of mind refund.
Package the item(s) to be returned safely into a box. You must quote your original order reference on the inside of the box or highlight it on the outside of the box for identification. Take a photo of the item in the box (this will be needed later).
Go to your nearest courier station and post the item back to us, to the address provided by the customer care team (return address may differ depending on your location). Do not forget to email info@icc.com.ph with your tracking number as we need this to finalise your return.
Once our customer care team validates the return conditions and the items are processed by courier and on its way back to us, we will process your refund (Please note that refunds will be made using the original payment method stated on your proof of purchase and may take up to 5 working days to be processed.)

ICC Pharmacy Faulty products policy
Our goods and services come with guarantees that cannot be excluded under the Philippines Consumer Law. For major failures with the service, you are entitled:

to cancel your service contract with us; and
to a refund for the unused portion, or to compensation for its reduced value.
If you receive an item that is faulty, we will happily:

Refund the purchase price of the faulty product(s).
Replace the product(s), of the same amount of the original purchased item(s).
For some high value items, ICC Pharmacy reserves the right to have the product assessed for acceptable quality prior to providing a solution.

How to process a return for a faulty product
1. Please contact us via our live chat or send us an email to Philippines, providing the details of the faulty product(s), original order details and a description of the fault including:
Order number associated with your original order
A description of the faulty product(s) to be returned and the fault you have encountered
A photo of the faulty product(s)
2. Our team will assess the fault and once validated please go to the nearest courier station to ship the item(s).

3. Pack your item safely in a box, and put a note inside for order number and with a return writing mark.

4. Once the return parcel is returned by courier, our team will process your refund. The funds should be reimbursed within 5 working days, via the same payment method used for the order.

Proof of purchase
Returns must be accompanied by a receipt or other itemised, verifiable proof of purchase such as your order confirmation informations.

Any information collected will be stored securely in accordance with ICC Pharmacy's Privacy Policy. ICC Pharmacy reserves the right to refuse a refund for unverified purchases.