Refund policy

Refund & Return Policy

Last updated: June 2026

Your health and safety come first. Because we are a licensed pharmacy, some items cannot be returned once they leave our premises, even if unopened. This policy explains what can and cannot be returned, and how to reach us if there is a problem with your order.

Final sale — items that cannot be returned or refunded

For health and safety reasons, and in accordance with the regulations governing pharmacies in Ontario, the following are final sale and cannot be returned, exchanged, or refunded once dispensed or sold:

  • Prescription medications;
  • Compounded preparations (made specifically for you or your pet);
  • Refrigerated or temperature-sensitive products;
  • Opened or used over-the-counter medications, supplements, or health products;
  • Syringes and needles;
  • Diagnostic supplies (test strips, lancets, and similar);
  • Sterile preparations (such as sterile saline or sterile water for injection);
  • Hazardous materials, flammable liquids, or gases;
  • Personal and intimate-care items, feminine-hygiene products, and family-planning products;
  • Compression stockings, supports, and braces;
  • Custom, special-order, or personalized items;
  • Clearance items (see below);
  • Any product where the seal or original packaging has been opened.

This is a standard safeguard across pharmacies: once a medication or health product has left our control, we cannot verify it has been stored correctly, so it cannot be returned to inventory or resold.

Items that may be returned

Unopened, unused, non-prescription merchandise — such as health-care devices, gifts, and general retail items — may be returned within 30 days of purchase with proof of purchase and in original, sealed, saleable packaging. Refunds are issued to the original method of payment. We may decline a return that does not meet these conditions.

Returning an item purchased in store

Bring the item and your receipt to the pharmacy during open hours and our team will review the return.

Returning an item ordered online

Do not ship items back to us before requesting a return — items received without prior authorization will not be accepted. To start an online return:

  • Email contact@orleansrx.ca with the subject line RETURN REQUEST – Order #_______, listing the item(s) and the reason.
  • Once approved, we will email you a Return Merchandise Authorization (RMA) number. This number must appear on the shipping label and on a copy of your receipt placed inside the box.
  • Ship the item to: 2746 St-Joseph Blvd, Unit 100, Orléans, ON K1C 1G5.

Items received without a valid RMA cannot be refunded and will be returned to the sender at their expense. Return shipping costs are the customer’s responsibility except where we have made an error (see below). Original shipping charges are non-refundable.

Damaged, defective, incorrect, or wrongly shipped items

If you receive an item that is damaged, defective, expired, or not what you ordered, contact us within 7 days of receipt at 613-824-3111 or contact@orleansrx.ca. For a damaged item, please include a photo of the item and the shipping box. We will make it right — by replacement or refund as appropriate — at no cost to you, including return shipping. Please keep the item and its packaging until the matter is resolved. Where we send a replacement, we may need to receive the original item back first.

Refused deliveries

If you refuse a parcel at delivery (the driver attempts delivery and you do not accept it), a $15.00 restocking fee applies.

Clearance items

All clearance items are final sale and are not eligible for return or refund.

How refunds are processed

Once we receive and inspect your return, we will notify you whether it is approved. Approved refunds are issued to the original payment method within 10 business days. Depending on your bank or card issuer, additional time may be required for the refund to appear.

Prescription billing adjustments

Questions about a charge for a prescription, a co-payment, or an insurance claim are handled directly by our pharmacy team. Please call us and we will review your account.

Manufacturer warranties

For a performance or warranty issue with a product, the manufacturer can often help directly — please contact them using the number on the product packaging. We are glad to help you do so.

Contact us

Phone: 613-824-3111 · Email: contact@orleansrx.ca
2746 St-Joseph Blvd, Unit 100, Orléans, ON K1C 1G5

This policy does not affect any rights you may have under applicable consumer-protection legislation.