Refund & Return Policy

At MILO Pharmacy, the safety and well-being of our customers come first. To ensure product integrity and compliance with Ethiopian health and consumer-protection laws, we apply the following refund and return guidelines:

1. Medicines and Pharmaceutical Products

For the protection of our customers, we do not accept returns or offer refunds on medicines and pharmaceutical products once they have been dispensed and taken out of the pharmacy.

This policy is in place because the safety, storage conditions, and quality of medicines cannot be guaranteed once they leave our controlled environment.

This practice is consistent with national quality-assurance requirements and consumer-safety standards.

2. Exceptions for Defective or Incorrect Products

In accordance with the Ethiopian Civil Code and the Trade Competition & Consumer Protection Proclamation, exceptions apply in the following cases:

  • The product is defective, expired, or damaged at the time of sale
  • The product is different from what was prescribed or purchased

In such cases, we will:

  • Immediately replace the product, or
  • Provide a refund where replacement is not possible

Conditions:

  • The customer must present a valid receipt
  • The product must be returned immediately upon noticing the issue

3. Non-Pharmaceutical Items

For non-medicinal retail items (such as medical devices, personal care products, and cosmetics sold at our pharmacy):

  • Unopened and unused items, in their original condition, may be exchanged within 48 hours of purchase
  • Refunds are provided only in cases of:
    • Manufacturing defects
    • Incorrect dispensing

4. Transparency and Customer Protection

Our goal is to uphold the highest standards of health, safety, and professional ethics.

While we strictly limit returns of medicines to protect all customers, we remain fully committed to addressing legitimate concerns responsibly and in full compliance with national laws.

5. Contact Information

For any questions or product-related concerns, please contact our pharmacy team at MILO Pharmacy.
We are always ready to assist you.

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