Returns, Refunds & Exchanges

Please NOTE that the South African Customs No Longer Allows Medicine to Be Returned To Sender. If your parcel is refused entry into your country, it will will be DESTROYED by SA Customs upon arrival and NOT delivered back to us!
Therefore, before placing an Order, make sure the medicine you intend to buy is allowed into your country or state. There is no compensation for any loss resulting from goods being seized, confiscated or destroyed by Customs.

Returns and Exchanges Policy

ZimSeller Online Pharmacy aims to ensure you are completely satisfied with your purchase. In the event that your order is incorrect, damaged, defective, or simply not to your satisfaction, please contact one of our Customer Service Representatives to arrange a return or exchange.

Contact Us to Arrange Returning Products

A Customer service representative will be available online to assist you from:

• Monday to Saturday from 8:00am - 10:00pm GMT+2 (Pretoria Time)
• Sundays & Holidays from 9:00am - 8:00pm GMT+2 (Pretoria Time)

To expedite your service: please have (or include) your order number when placing your call (or sending your e-mail).

 Return Address

A return address will be provided to you by our customer service representative based on your location. Please DO NOT return your parcel to the address given on this website which is our head office address. The return address should be obtained from our Customer Service representatives. This unique address is used to return the item to a the ZimSeller Pharmacy order fulfilment center nearest to you.

Refunds Policy

At ZimSeller, we do our best to ensure that you are completely satisfied with our products. We are therefore happy to issue a full refund based on the conditions listed below:

Full Refund Possible If:

• You received a defective item
• You received the wrong item(s)
• The ordered item is lost or damaged during transit
• The ordered item is past its expiry date
• The goods are not as described on our website
• Item purchased is no longer available in stock
• The goods are unable to be used for their intended purpose
• The goods do not meet a reasonably expected level of quality or performance.

Customers are not legally entitled to a refund if:

• They change their mind or no longer want the goods
• Knew about the fault prior to purchase or if they caused the fault
• Chose the wrong size, colour, strength etc.
• They found the item cheaper elsewhere
• The parcel has been delayed in the post but is otherwise not lost
• Online tracking shows that the parcel is actively moving through the postal system.

Other Restrictions

Most items available for purchase on the ZimSeller are refundable; however, the following additional restrictions apply:

• Shipping and handling charges are non-refundable; however, in the event that we made an error in processing your order, or if the product is damaged or defective, we will be happy to refund your return shipping and handling charges.
• Products being returned for a refund must be received in their original purchase condition and in their original packaging. In addition, the products must reach us before their expiry date.

All items being returned will be inspected by ZimSeller Pharmacy prior to a refund being issued. Please note that missing items or parts could delay the processing of your refund.

Items That Are Not Eligible For a Refund Under Any Circumstances

• Refund requested three or more months after the original date of purchase
• Items that have been damaged beyond use
• Items that are not allowed to be returned (ZimSeller will not accept any returns of any products of which the packaging has been removed, opened or tampered with, and products of a personal nature due to hygiene and sanitary considerations).

How Refunds are Processed

We do not guarantee that you will be automatically refunded. The decision to refund is solely at the discretion of ZimSeller management, having inspected the condition of the item returned.

• We shall have the discretion to refund the Customer by any appropriate means including redeemable Gift voucher/Credit note or by crediting the relevant Customer account or applicable credit or debit card.

How Currency Exchange Rates Affect Payments and Refunds

ZimSeller Pharmacy processes all payments in South African Rand (ZAR). This is a regulatory requirement linked to South African tax and revenue regulations.

For your convenience, prices on our website are displayed in your local currency. This allows you to easily understand the approximate cost before checkout. However, it is important to understand how currency conversion works, particularly if a refund is required at a later date.

What Happens at the Time of Payment

When you place an order:

• The price shown in your local currency is converted to ZAR using the prevailing exchange rate at that moment.

• Your card provider or payment processor completes the transaction in ZAR.

• The actual charged amount in your local currency depends on the exchange rate used on that day.

At this stage, everything usually matches what you expect.

What Happens if a Refund Is Required Later

If a refund is processed:

• The refund is issued in ZAR, because that is our base and settlement currency.

• Your bank or card provider then converts the refunded ZAR amount back into your local currency.

• This conversion uses the exchange rate on the refund date, not the original payment date.

Because exchange rates change daily, the refunded amount in your local currency may differ from what you originally paid.

Example to Illustrate This

• On the day of purchase,

  • 1 ZAR = 0.05 of your local currency

  • You pay ZAR 1,000

  • Your local-currency charge is 50 units

• Several weeks later, a refund is required.

  • The exchange rate has changed

  • 1 ZAR = 0.045 of your local currency

  • The refund of ZAR 1,000 now equals 45 units

In this case, the difference is caused solely by exchange-rate movement, not by any additional charge or adjustment by ZimSeller Pharmacy.

Important Points to Note

• ZimSeller Pharmacy does not control exchange rates or currency conversion margins.

• Any difference between the original payment and the refunded amount is due to:

  • Exchange-rate fluctuations, and

  • Conversion rates applied by your bank or card provider.

• This is a standard and unavoidable feature of cross-border and multi-currency transactions.

Our Commitment to Transparency

We aim to be fully transparent so you can make informed purchasing decisions. While exchange-rate movements are outside our control, we ensure that:

• The exact ZAR amount paid is always refunded in full where a refund is approved.

• Refunds are processed promptly and in accordance with our refund policy.

If you have questions about a specific transaction or refund, our support team is always available to assist.

How to Request a Refund:

To request a refund, simply send an email to the Finance Manager at admin@zimseller.co.uk giving your order details and the reason why you’re requesting a refund. We take customer feedback very seriously and use it to constantly improve our quality of service.