Refund & Return Policy

Due to the pharmaceutical nature of our products, our return policy is specifically designed for medical-grade injectables.

Last Updated: January 2025
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Important Notice: Due to the temperature-sensitive, pharmaceutical nature of our products and strict medical device regulations, returns are only accepted in specific circumstances outlined below. Please read this policy carefully before placing an order.

Table of Contents

  1. Return Eligibility
  2. Non-Returnable Items
  3. How to Request a Return
  4. Refund Process
  5. Damaged or Incorrect Orders
  6. Cold-Chain Failures
  7. Order Cancellations
  8. Contact Us

1. Return Eligibility

Returns and refunds at BuyBotoxs are accepted only under the following circumstances:

  • Products damaged in transit (physical damage to vials, packaging, or product integrity)
  • Incorrectly shipped items — wrong product, wrong quantity, or wrong specification
  • Verified cold-chain failure on arrival (evidenced by temperature data logs)
  • Products received with expired expiration dates at time of delivery
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All eligible return claims must be reported within 48 hours of confirmed delivery. Claims submitted after this window cannot be accepted due to the time-sensitive nature of pharmaceutical products.

2. Non-Returnable Items

The following items cannot be returned or refunded under any circumstances:

  • Products that have been opened, used, or partially used
  • Products returned without prior written authorisation from our team
  • Products not reported within the 48-hour claim window
  • Products damaged after delivery due to improper storage by the recipient
  • Orders where the customer selected the wrong product (please verify your selection before checkout)
  • Products affected by customs confiscation or delays outside our control
  • Change of mind or preference after dispatch

This policy exists because pharmaceutical injectables are Class III medical devices with strict integrity requirements. Once products leave our cold-chain and documentation is broken, their safety and authenticity cannot be guaranteed.

3. How to Request a Return

  • 1
    Contact us within 48 hours of delivery Email via our contact form or WhatsApp +372 570 55280 with your order number and a description of the issue.
  • 2
    Provide photographic evidence Submit clear photographs of: the damaged or incorrect products, outer and inner packaging, temperature logger (if applicable), and shipping labels.
  • 3
    Await assessment Our quality assurance team will review your claim within 2 business days and confirm whether the return is eligible.
  • 4
    Receive Return Merchandise Authorisation (RMA) If approved, you’ll receive a Return Merchandise Authorisation number and instructions. Do not return products without this authorisation.
  • 5
    Return the product Ship approved items back using the instructions provided. Products must be returned in original, unopened packaging with all documentation.

4. Refund Process

Once we receive and inspect a returned product, we will notify you of the outcome within 2–3 business days. If approved:

  • Refunds are issued to the original payment method
  • Card refunds typically appear within 5–10 business days depending on your bank
  • Wire transfer refunds may take 7–14 business days
  • Where a refund is not possible, we may offer a replacement shipment or store credit

Shipping and handling costs are non-refundable unless the return is due to our error.

5. Damaged or Incorrect Orders

If you receive a damaged or incorrect order, please do not use the product and contact us immediately. Preserve the original packaging, temperature logger, and all documentation. We take product integrity extremely seriously and will investigate all damage claims thoroughly.

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In most cases of transit damage or picking errors, we will arrange a priority replacement shipment at no additional cost once the claim is verified.

6. Cold-Chain Failures

All our shipments include real-time temperature monitoring. If the temperature logger indicates that the 2–8°C cold chain was compromised during transit:

  • Do not use the products — compromised cold-chain may affect product efficacy and patient safety
  • Document and photograph the temperature logger reading
  • Contact us immediately within 48 hours of delivery
  • We will investigate with our logistics partner and arrange a replacement or full refund

Cold-chain failures caused by customer storage after delivery are not eligible for return or refund.

7. Order Cancellations

Orders may be cancelled free of charge if cancellation is requested before the order has been dispatched. To cancel, contact us immediately via our contact form or WhatsApp.

Once an order has been dispatched, cancellation is not possible. The standard return process applies if you receive products you wish to return under eligible circumstances.

8. Contact Us

For all returns, refund queries, or to report a delivery issue:

Please have your order number and supporting evidence ready when contacting us. Our team responds within 2 business days.

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Our team is here to resolve any issues quickly and professionally.