At SendModa, our priority is your complete satisfaction and trust. We understand the importance of reliability when it comes to your healthcare needs. This policy outlines the terms under which we handle refunds and returns for products purchased through our website.

Due to the sensitive and personal nature of pharmaceutical and wellness products, and to ensure the safety and integrity of all medications, we operate under a strict no-returns policy for products that have been shipped, except under the specific circumstances detailed below.

1. General Returns & Refunds Principle

For health, safety, and hygiene reasons, we do not accept returns of products once they have been shipped and delivered. We cannot resell any medication that has left our secure pharmacy facility, as we can no longer guarantee its integrity, storage conditions, or chain of custody. Therefore, refunds are only issued in the following specific scenarios:

2. Eligibility for Refund or Replacement

You may be eligible for a full refund or a replacement product if:

  • Non-Delivery: Your tracking information confirms the package was not delivered, and the carrier has declared it lost.
  • Incorrect Product Shipped: You received an item that differs from what was stated in your order confirmation email.
  • Damaged or Defective Product: The product arrives with clear physical damage to the packaging that compromises the medication, or there is a verified manufacturing defect. Photographic evidence will be required.
  • Processing Error: We cancel your order before it is dispatched from our pharmacy (e.g., due to an issue with prescription verification or stock availability).

3. Process for Requesting a Refund or Replacement

If you believe your situation meets the above criteria, you must:

  1. Contact Us Immediately: Notify our Customer Service team at modalert20@gmail.com within 48 hours of confirmed delivery (or within 48 hours of the tracking indicating a lost package). Please use the subject line “Refund/Replacement Request: [Your Order Number]”.
  2. Provide Required Information: In your email, include your full name, order number, and a detailed description of the issue.
  3. Supply Evidence: For claims of incorrect, damaged, or defective products, you must provide clear digital photographs or video that clearly show the problem and the shipping label.

Upon receipt of your request, our team will investigate the issue with the relevant pharmacy and shipping partners. We will respond to you with our findings and proposed resolution within 5 business days.

4. Refund Method & Timing

  • Method: All approved refunds will be issued back to the original payment method used for the purchase.
  • Timing: Please allow up to 10-14 business days for the refund to be processed by our team and to appear in your bank or card account, depending on the processing times of financial institutions.

5. Non-Refundable Situations

Please note that refunds will NOT be provided under the following circumstances:

  • Change of mind or incorrect product selection by the customer.
  • Failure to provide a valid prescription where required, resulting in order cancellation after payment.
  • Delays in delivery due to customs clearance, incorrect address provided, or local carrier delays once the package has left our facility.
  • Orders seized by customs authorities due to the recipient’s failure to comply with local import laws (as stated in our Shipping Policy).
  • If the prescribed medication is not suitable or causes side effects. This is a matter you must discuss immediately with your prescribing healthcare professional.

6. Shipping & Packaging Notes

  • Dispatch Time: Orders are typically processed and dispatched from our affiliated pharmacy within 24-48 hours of payment and prescription verification.
  • Packaging: All orders are shipped in discreet, plain packaging to protect your privacy. The exterior of the box does not indicate its contents or the name of our pharmacy.

7. Contact Us

For any questions regarding this policy or to initiate a refund request, please contact us:

  • Email: modalert20@gmail.com
  • Address: SendModa, VIC, Australia