At GoodRxTab, we aim to provide clear information about cancellations, refunds, damaged products and delivery-related issues.
Because medicines and health-related products require careful handling, returns cannot be treated in the same way as ordinary consumer goods.
This policy explains when a refund, replacement or return request may be considered and what customers should do if there is a problem with an order.
Please review this policy before placing an order.
When a Return or Refund May Be Considered
A return, replacement or refund request may be considered where:
- The product arrives materially damaged.
- The medicine packaging appears opened or significantly tampered with at the time of delivery.
- You receive a product different from the one ordered.
- The strength received does not match the confirmed order.
- The product is already expired when received.
- One or more confirmed items are missing from the delivered package.
- An order is confirmed as lost after an appropriate delivery investigation.
- Another material order-processing error has occurred.
The appropriate resolution will depend on the circumstances of the individual order.
Medicines That Cannot Normally Be Returned
For safety and product-integrity reasons, medicines generally cannot be accepted for ordinary return after they have been:
- Opened
- Used
- Partially used
- Removed from sealed packaging
- Improperly stored after delivery
- Altered or damaged after receipt
A customer changing their mind after receiving the correct medicine in acceptable condition does not normally make that medicine eligible for return.
Please do not send medicines or other products back to GoodRxTab without first receiving instructions from our customer support team.
Time Limit for Reporting a Problem
Customers should inspect their order promptly after delivery.
A return, replacement or refund request relating to the condition or contents of a delivered order should normally be submitted within 7 days of delivery.
Requests received after this period may not be eligible for processing.
If there is a visible issue with the product or packaging, please contact us as soon as possible.
How to Request a Refund or Report an Order Issue
To request review of an order issue, please Contact GoodRxTab and provide:
- Your order number
- The product involved
- A clear description of the problem
- The date the order was received
- Clear photographs where relevant
- Packaging or shipping information where relevant
Photographs may be particularly useful for:
- Damaged parcels
- Damaged medicine packaging
- Incorrect products
- Incorrect strengths
- Expiry-date concerns
- Missing items
Please retain the original product packaging and shipping materials until the issue has been reviewed.
Review of Your Request
Our support team will review the information provided with your request.
We normally aim to respond to a return or refund request within 2–3 business days.
Depending on the issue, additional information may be requested before a decision can be made.
Submitting a request does not automatically guarantee a refund or replacement.
Refunds
Where a refund is approved, it will normally be issued to the original payment method used for the order where that method supports refunds.
After a refund has been processed, the time required for the funds to appear may depend on the bank, card provider or payment service.
Approved refunds are typically reflected within approximately 7–14 business days, although payment-provider processing times can vary.
GoodRxTab cannot control processing delays caused by a customer’s bank or payment provider after a refund has been successfully initiated.
Replacement or Reshipment
Depending on the circumstances, a replacement or reshipment may be offered instead of a refund.
This may be considered where:
- An incorrect product was sent
- A product arrived materially damaged
- An item was missing
- A shipment is confirmed as lost
- Another order-processing error occurred
Where the issue resulted from an error associated with processing the order, an approved replacement should not require the customer to pay again for the same affected item.
Availability will be checked before a replacement is confirmed.
Shipping Charges
Original shipping charges are generally non-refundable.
However, where the underlying problem resulted from an error associated with the order or delivery and a refund is approved, applicable shipping charges may also be considered as part of the resolution.
The outcome will depend on the circumstances of the order.
Order Cancellations
Customers who wish to cancel an order should contact GoodRxTab as soon as possible.
An order may generally be cancelled within 24 hours of placement, provided that it has not already been dispatched.
Once an order has been dispatched, it can no longer be cancelled as an ordinary pre-dispatch cancellation.
Any issue arising after dispatch will instead be reviewed under the applicable delivery, refund and return conditions in this policy.
For assistance, please Contact Us.
Orders Requiring Prescription Information
Certain medicines may require prescription information before an eligible order can proceed.
If an order cannot be processed because required prescription information is missing, incomplete or cannot appropriately be processed, the affected order may be placed on hold or cancelled.
Where payment has already been collected for an order that is subsequently cancelled before fulfilment because applicable prescription requirements cannot be satisfied, any applicable refund will be processed according to the circumstances of the order.
For more information, please read our Medicine & Prescription Policy.
Product Unavailability
Occasionally, a product may become unavailable after an order has been submitted.
Where the ordered product cannot be supplied, GoodRxTab may contact the customer regarding the available options.
Depending on the circumstances, this may include:
- Waiting for availability
- Removing the unavailable item
- Considering an appropriate alternative with customer agreement
- Cancelling the affected item
- Processing an applicable refund
GoodRxTab does not automatically substitute a materially different prescription medicine without appropriate consideration.
Read our Medicine Sourcing & Quality Information for more information.
Incorrect Product or Strength
If you receive a medicine that does not match your confirmed order, do not use it until the issue has been reviewed.
Please contact us and provide photographs showing, where possible:
- Product name
- Strength
- Manufacturer
- Packaging
- Batch information
- Expiry information
Our support team will review the issue and advise you regarding the available resolution.
Damaged or Tampered Packaging
If medicine packaging arrives materially damaged, opened or appears significantly tampered with, avoid using the product until the issue has been reviewed.
Contact GoodRxTab promptly and retain:
- The medicine packaging
- Outer shipping packaging
- Labels
- Relevant photographs
This information may be required to investigate what occurred during processing or delivery.
Expired Product
If a medicine has already passed its labelled expiry date when received, do not use it.
Contact GoodRxTab within the applicable reporting period and provide a clear photograph showing:
- Product name
- Expiry date
- Batch information where visible
- Product packaging
The issue will be reviewed for an appropriate refund or replacement.
Missing Items
If one or more confirmed products are missing from a delivered order, please contact GoodRxTab promptly.
Provide your order details together with information about what was received.
The order and available shipping information may be reviewed before a replacement or refund is approved.
Delivery Delays
International delivery times are estimates rather than guaranteed arrival dates.
A shipment may be delayed by:
- Carrier processing
- Customs review
- Public holidays
- Local delivery conditions
- Weather or transport disruptions
- Destination-specific procedures
- Other circumstances outside direct control
A delivery taking longer than estimated does not automatically qualify for an immediate refund.
Where an order is substantially delayed, customers should contact support so the shipment can be reviewed.
For more information, please read our International Shipping, Delivery & Customs Information.
Lost Shipments
If an order has not arrived within a reasonable period beyond the estimated delivery window, contact GoodRxTab.
We may review:
- Tracking information
- Dispatch information
- Carrier updates
- Delivery address
- Available delivery evidence
A refund or replacement may be considered where a shipment is reasonably confirmed as lost.
Customs Delays
A shipment being temporarily delayed during customs or border processing does not automatically qualify for a refund.
Customs processing can occur independently of GoodRxTab and the delivery carrier.
Customers should allow reasonable time for the shipment status to be established.
Please review our International Shipping, Delivery & Customs Information for additional information.
Customs Refusal, Return or Seizure
Where a shipment is refused, returned, detained or seized by a customs or regulatory authority, GoodRxTab will review the circumstances before determining whether a refund or another resolution is available.
A customs-related outcome will not be treated as automatically refundable or automatically non-refundable in every situation.
The review may consider:
- The reason provided by the relevant authority
- Product involved
- Destination
- Documentation associated with the order
- Whether the shipment is being returned
- Other relevant circumstances
Customers may be asked to provide a copy of an official customs or carrier notice where available.
Incorrect or Incomplete Delivery Address
Customers are responsible for providing accurate shipping information during checkout.
Refunds or free reshipments may not be available where delivery fails solely because the customer provided an incorrect or incomplete address.
If you notice an address error, contact GoodRxTab immediately.
We will attempt to assist where possible, but an address may not be changeable after dispatch.
Failed Delivery or Unclaimed Parcel
A parcel may sometimes be held for collection or returned after unsuccessful delivery attempts.
Customers are responsible for monitoring available delivery or tracking notifications and taking reasonable steps to receive their shipment.
Where a parcel is returned because it was not collected or delivery could not be completed, any refund or reshipment request will be reviewed based on the circumstances.
Personal Preference or Change of Mind
Medicine and health-product returns are not generally accepted solely because:
- You changed your mind
- You no longer want the medicine
- You ordered the wrong product yourself
- You ordered the wrong strength yourself
- You prefer another manufacturer or brand
Customers should carefully review the product, active ingredient, strength, manufacturer and pack information before placing an order.
For guidance on the ordering process, see How GoodRxTab Works.
Promotional or Discounted Products
A product being purchased at a discounted or promotional price does not prevent an order issue from being reviewed where:
- The product arrived damaged
- The wrong product was delivered
- An item was missing
- The product was expired on receipt
- Another qualifying order error occurred
However, ordinary change-of-mind returns are not made available simply because a promotional product is no longer wanted.
Do Not Return Products Without Instructions
Do not mail or courier medicines back without prior instructions from GoodRxTab customer support.
Unrequested returns may not be accepted or capable of being appropriately processed.
Always contact us first and wait for instructions.
Refund Fraud and False Claims
Customers must provide accurate information when reporting an order issue.
GoodRxTab may decline requests involving:
- Fabricated damage claims
- Altered photographs
- False missing-item claims
- Misleading delivery information
- Other materially false information
Additional information may be requested where reasonably necessary to review a claim.
Payment Disputes
If you believe there is an issue with an order or refund, please contact GoodRxTab first so that we have an opportunity to review and resolve the matter.
Where a refund has already been processed, payment-provider processing times may still apply before the funds appear in the customer’s account.
Changes to This Policy
GoodRxTab may update this Refund and Returns Policy when our ordering processes, delivery arrangements or other relevant requirements change.
The version published on this page will apply according to the terms in effect for the relevant order.
Material changes should be reflected by updating the policy information displayed on this page.
Contact Us
For questions about:
- Order cancellation
- Refund status
- Incorrect products
- Damaged products
- Missing items
- Delivery problems
- Returned shipments
Please Contact GoodRxTab.
When contacting support about an existing order, please include your order number so that the request can be reviewed efficiently.
Related Policies
Customers should also review: