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Customer Service Policies
What Should Be Known
Section 1: Introduction & Acceptance of Terms
1.1. Welcome to Medizone.lk (the “Website”). This Website is owned and operated by Medizone (Pvt) Ltd., a company registered in Sri Lanka and an operator of a chain of retail pharmacies licensed by the National Medicines Regulatory Authority (NMRA).
1.2. These Terms and Conditions (“Terms”) govern your use of the Website and the purchase of any products from it. By accessing or using this Website, you agree to be legally bound by these Terms and our Privacy Policy. If you do not agree with any part of these Terms, you must cease using the Website immediately.
Section 2: Use of the Website
2.1. Eligibility: To use this Website and purchase products, you must be at least 18 years of age and capable of entering into a legally binding contract.
2.2. Account Responsibility: You are responsible for maintaining the confidentiality of your account information, including your password, and for all activities that occur under your account. You agree to notify us immediately of any unauthorized use of your account.
2.3. Permitted Use: This Website is for your personal, non-commercial use only. You agree not to use the Website for any unlawful purpose or in any way that could damage, disable, or impair the Website.
Section 3: Product Information & Sales
3.1. Product Scope: This Website exclusively offers for sale Over-The-Counter (OTC) products, wellness items, and other goods that do not require a medical prescription for purchase under Sri Lankan law. We do not sell or deliver any prescription-only medicines.
3.2. Informational Purpose: Product descriptions and information provided on the Website are for general informational purposes only and are not intended to be a substitute for professional medical advice, diagnosis, or treatment. Always seek the advice of your physician or other qualified health provider with any questions you may have regarding a medical condition.
3.3. Availability: All orders are subject to product availability. We reserve the right to limit the quantity of products we supply, supply only part of an order, or divide up orders.
Section 4: Delivery Policy
4.1. Service Provider: All deliveries are managed and executed by a reputable third-party domestic courier service. Medizone.lk does not operate its own delivery fleet.
4.2. Geographic Scope: We offer island-wide delivery across Sri Lanka.
4.3. Delivery Timeframe: Standard delivery time is approximately 2-3 business days from the date of order confirmation. Delays may occur due to public holidays, weekends, or unforeseen circumstances affecting our courier partners.
4.4. Excluded Products: In adherence to safety and regulatory standards, we do not deliver any products that are temperature-sensitive (require refrigeration or specific temperature controls) or any prescription-only medicines.
4.5. International Delivery: We may facilitate overseas delivery on a special inquiry basis. Please contact our customer service team directly to discuss requirements, feasibility, and costs.
Section 5: Returns & Refund Policy
5.1. General Rule (Non-Returnable Items): Due to the nature of our products and in accordance with health, safety, and hygiene regulations, we have a strict no-return policy. We do not accept returns, exchanges, or issue refunds for any of the following products once they have been sold and delivered:
* Medicinal products (including all OTC items)
* Vitamins and supplements
* Personal care and cosmetic items
* Baby care products
* Any item that is sealed for health protection or hygiene reasons, if the seal has been broken.
5.2. Exceptions: We will only consider a return or replacement under the following specific circumstances:
* If the item delivered is incorrect (i.e., not the item you ordered).
* If the item delivered is damaged or defective upon arrival.
5.3. Notification Period: In the event of receiving an incorrect or damaged item, you must notify our customer service team within 24 hours of receiving the delivery. The notification must include your order number and clear photographic evidence of the incorrect or damaged item and its packaging. Failure to notify us within this period will result in your request being void.
5.4. Refund Process: If a return is approved under the exceptions in Clause 5.2, we will arrange for the collection of the item. Upon successful inspection, a refund will be processed to your original method of payment within 7-14 business days.
Section 6: Limitation of Liability & Governing Law
6.1. Limitation of Liability: To the fullest extent permitted by law, Medizone (Pvt) Ltd. shall not be liable for any indirect, incidental, special, or consequential damages resulting from the use or inability to use the Website or from the purchase of any products.
6.2. Governing Law: These Terms and any disputes arising out of or in connection with them shall be governed by and construed in accordance with the laws of the Democratic Socialist Republic of Sri Lanka.
