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Order & Delivery Service Terms & Conditions

  1. All items sold are subject to availability.
  2. Item exclusion for delivery: Bulky items (Rehabilitation items, Hospital Bed, Diapers and Milk powder), Refrigerated items and items that required Doctor’s prescription.
  3. Redcap Pharmacy shall use reasonable endeavors to deliver Products of acceptable quality to the delivery address specified and keyed in by the Customer.
  4. Your Order will be delivered to you via the service of a courier service company of our choice. At this juncture, delivery service is extended to Johor Bahru area only. For ready stock items, when order placed and payment cleared before 12 noon, please allow next working days for processing. As for special order items (required 3-5 working days to be available), please allow next working days for processing when the stock arrived at the store.
  5. delivery to some locations is not possible, we may contact you to arrange for delivery to an alternative address.
  6. No delivery services shall be available on Sunday & public holidays.
  7. The Customer is to notify Redcap Pharmacy immediately of a change to the delivery address and contact number.
  8. Where Customer is not available to receive the delivery, the courier service company will contact customer for second attempt delivery arrangement. If Customer is still not reachable at second attempt delivery, the Products purchased will be return to Redcap Pharmacy store where customer place the order it. If delivery is delayed due to the Customer’s undue delay for first and second attempt delivery, the Order will be deemed void and it shall be returned to Redcap Pharmacy where customer place the order. The charges of goods returned from the courier service company back to Redcap Pharmacy due to customer not reachable for first and second delivery, will be borne by customer.
  9. If the Customer is not personally available to accept delivery, a representative may accept delivery on behalf of the Customer provided always that the said representative must be over 18 years of age and capable of receiving the delivery. The Customer or its representative may be required to produce proof of identity on delivery or collection of Products and all deliveries shall be signed off by the Customer or its representative on the delivery invoices.

Return Policy

  1. Redcap Pharmacy shall use its best efforts to ensure that Orders are correctly fulfilled. Should there be any discrepancy of Products delivered and the Customer wishes for return and exchange for other product, please notify us by via email (customercare@redcap.com.my) or via WhatsApp as specified the receipt or call in to the store as per phone number indicated in the receipt within seven (7) days upon receiving the Products. Return and exchange is not allowed for special order item. The Customer is advised to wait for our instruction for the next course of action.
  2. The affected Products MUST be returned in person to the Redcap Pharmacy store where customer place the order. All replacements or exchange of Products shall be effected subject to stocks availability.
  3. Return and Exchange of Products can be arranged under the following reasons:
    1. If any Product has been delivered in a damaged or defective condition; or
    2. If the Product is out of date or expired; or
    3. If the customer has mistakenly chosen the wrong item during ordering
  4. Return and refund can be arrange under the following reasons:
    1. If the wrong Product which is different from the Order is delivered
  5. As for Item No 3 and 4, provided always that the Customer shall return or caused to be returned to Redcap Pharmacy the aforesaid Products unused and in its original condition, quantity and packaging as it is first delivered to the Customer together with the proof of Order, payment and delivery of the Products.
  6. If a Product which was ordered and invoiced is not included in the delivery, Redcap Pharmacy shall refund the Customer the value of that Product.
  7. If any Product which was not included in the Customer’s Order is delivered to the Customer, Redcap Pharmacy shall collect the Product from the Customer via courier service company of our choice.
  8. The return of a Product by a Customer does not automatically warrant for a exchange/refund (refer Item No 3 and 4). Redcap Pharmacy will inspect the returned Products upon receipt of the same. If the conditions in Item No. 5 of this Return and Exchange/Refund Policy have been fulfilled, exchange/refund will be made to the Customer.
  9. All refunds will be made via channel advised by customer (walk in and collect refund/online transfer). As for the online transfer, it must be made to the same account number or same name who has made the payment. Refund will be processed within 5 working days.
  10. If customer return the product due to wrong/expired product sent, Customer shall be responsible for the risks and condition of the Products to be returned until it reaches Redcap Pharmacy where customer purchased the product. Redcap Pharmacy will not be liable for any loss or damage to the Product prior to the Product is received by us. The Customers are advised to pack safely the Product to prevent any loss or damage to the Product or its box or its original packaging.