Return policy

Preamble and Scope

This Return Policy governs the conditions under which products purchased from SY & TEES Pharmaceuticals ("the Company") may be eligible for return or exchange. Given our commitment to pharmaceutical integrity and regulatory compliance, this Policy is strictly enforced and is an integral component of our main Terms and Conditions.

1. Acceptable Grounds for Return

A product is eligible for return consideration only if it meets one of the following criteria upon delivery:

1.1 Damage and Integrity Compromise

The product packaging (primary or secondary) or the product itself exhibits visible breakage, tampering, or damage upon physical receipt, thereby compromising its safety or usability.

1.2 Mis-shipment and Quantity Discrepancy

A material discrepancy exists between the quantity or type of item ordered and the item received (e.g., incorrect drug, wrong dosage/strength, or verified quantity shortage).

1.3 Unacceptable Shelf Life

The product is delivered with an expiry date of less than six (6) months from the date of delivery, unless this short shelf-life was explicitly disclosed to and accepted by the User during the order confirmation process.

2. Mandatory Reporting and Timeframes

2.1 Highly Sensitive Goods: Immediate Inspection

Due to strict regulations concerning public safety and the cold chain, the following products are subject to an Immediate Inspection Rule:

  • Cold Chain Products (e.g., vaccines, insulin)

  • Injectable Products

  • Controlled Drugs

These products are strictly non-returnable after the point of supply and can only be returned immediately at the point of supply if found to be damaged or incorrect. Acceptance of these goods by the User’s representative upon delivery signifies absolute acceptance of their condition.

2.2 General Return Initiation Window

For all other eligible products (Section 1.1):

  1. Contact Requirement: The User must formally notify the Company to initiate a return request within forty-eight (48) hours of the delivery timestamp.

  2. Return Window: The authorized goods must be made available for collection and physically returned to the Company within seventy-two (72) hours (3 days) of the delivery timestamp.

Failure to meet the required timeframe for immediate or general return initiation shall constitute an absolute waiver of the right to return the goods.

3. Return Authorization and Rejection

3.1 Authorization Procedure

A return is only valid following a formal review and the issuance of a written Return Merchandise Authorization (RMA) number by the Company. Unauthorized returns will be rejected and returned to the User at the User’s expense.

3.2 Strict Rejection Criteria

The Company reserves the right to reject and refuse credit for any returned item that:

  • Lacks Documentation: Is returned without a valid, signed Goods Returned Note (GRN).

  • Integrity Compromise: Is compromised, damaged, or improperly stored after the delivery timestamp, based on the Company's inspection.

  • Tampering Evidence: Shows evidence of tampering, such as unauthorized inks, tags, or defacing.

  • Batch Discrepancy: Does not match the exact batch number delivered by the Company.

4. Non-Returnable Items

Beyond the highly sensitive goods noted in Section 2.1, items removed from their original sealed packaging or explicitly marked as Final Sale at the time of purchase are strictly non-returnable.


Last Updated: October 2025