Use this article to understand MedExpress Canada's policies on returning medication, order cancellation windows, handling damaged or incorrect items, and how refunds or account credits are processed.
Use this article when you want to:
Check if a prescribed medication can be returned or cancelled.
Learn what to do if your parcel arrives damaged, faulty, or incorrect.
Understand how refunds and account credits are issued.
Resolve an invoice discrepancy or overcharge.
Can Medication Be Returned to MedExpress Canada?
No. In accordance with Canadian pharmacy regulations, prescribed medications cannot be returned, re-dispensed, or resold once they have left the pharmacy.
Even if the package remains unopened, health and safety regulations strictly prohibit returning dispensed prescription treatments.
What If Medication Arrives Damaged, Faulty, or Incorrect?
If your order arrives damaged, appears faulty, or contains an incorrect item, Customer Care will work directly with our dispensing pharmacy to investigate and resolve the issue:
Keep All Packaging: Do not discard the medication, outer parcel, or packaging supplies. The pharmacy team may require photo or video evidence, or ask for the item to be returned for clinical review.
Contact Support Immediately: Reach out to Customer Care with your order ID and a description of the issue.
Pharmacy Replacement: If verified as a pharmacy discrepancy or transit damage, Customer Care will arrange for a replacement supply to be dispatched.
Note: Unwanted, expired, or unneeded medications that are not faulty should be taken to a local Canadian pharmacy for safe medical waste disposal.
Can an Order Be Cancelled and Refunded?
Whether an order can be cancelled depends on where it is in the clinical review process:
Before Prescription Stage: You may cancel your order for a full refund only before a clinician has reviewed and approved your prescription. Once cancelled, this action is permanent.
After Prescription Stage: Once a prescription has been approved by a clinician or dispatched by the pharmacy, the order cannot be cancelled or refunded.
What If the Wrong Dose Was Requested?
Before Prescription Approval: Contact Customer Care immediately to cancel the pending order so you can submit a new consultation for the correct dose.
After Prescription Approval: The dose cannot be changed, returned, or refunded once the prescription has been issued by the clinician.
How Refunds and Credits Are Processed
When a refund or billing adjustment is approved:
Original Payment Method: Direct refunds are returned to the card used for the purchase. Refunds typically process within 3 to 5 business days, though some financial institutions may take up to 10 business days to reflect the credit.
Account Credits (Goodwill & Cancellations): If a refund is issued as an account credit resulting from an order cancellation or Customer Care goodwill gesture, these credits never expire. (Note: Promotional or referral credits carry a 12-month expiration window).
Overcharges and Invoice Discrepancies
If you notice an unexpected charge or billing discrepancy on your invoice, contact Customer Care. Our team will review your account, correct any verified billing errors, and process a direct refund or apply account credit as appropriate.
Need Further Support?
If you still need help after reviewing the information above, additional assistance is available.