Why medicines cannot be returned to the pharmacy

We place patient safety above all else, and therefore we strictly comply with the pharmaceutical legislation of Germany and the EU. It is for precisely this reason that we do not accept medicines for return after they have been dispensed by the pharmacy. This is not an internal rule of the service but a direct consequence of legal norms and health-protection requirements.

First of all, it is important to understand: once a medicine leaves the pharmacy, control over its storage conditions is completely lost. The customer may store the medicine at an unsuitable temperature, leave it exposed to light, break the seal of the packaging, or accidentally damage the medicine. Outwardly the packaging may look intact, yet the pharmacy can no longer confirm that the quality and safety of the medicine have been preserved. Consequently, such a medicine cannot be returned to circulation, because this would create a direct risk to the health of another patient.

This is precisely why German legislation requires an uninterrupted, controlled pharmaceutical chain to be maintained. Arzneimittelgesetz (AMG) requires compliance with standards of quality, safety, and traceability of medicines. Apothekenbetriebsordnung (ApBetrO) places responsibility on pharmacies for the proper condition of medicines up to the moment they are dispensed. However, after handover to the buyer this responsibility can no longer be ensured technically. In addition, the European rules GDP (Good Distribution Practice, 2013/C 343/01) apply, which prohibit the recirculation of medicines if control over the logistics chain has been interrupted.

Furthermore, the consumer’s right to withdraw from a distance purchase is also subject to limitations. In accordance with § 312g Abs. 2 Nr. 3 BGB this right does not extend to goods that, for reasons of health and hygiene protection, are not subject to return. Medicines fall directly into this category, since their re-sale may pose a threat to life and health.

Thus, once a medicine has been dispensed from the pharmacy, we cannot arrange a refund, cannot accept the medicine back, and cannot carry out an exchange. This rule protects not the seller but patients, because it prevents potentially spoiled, improperly stored, or substituted medicines from entering circulation.

At an earlier stage, however, the situation is different. A customer may cancel an order before the moment the pharmacy has already ordered or dispensed the medicine. In that case we refund the transferred funds by a method convenient for us. In doing so, we withhold the bank charges actually incurred, as well as a service fee for the order-processing work already performed, since our specialists have already spent time arranging the supply.

As a result, such a system simultaneously complies with the law, upholds pharmaceutical safety, and provides transparent conditions for customers. Therefore, if your plans change, it is best to contact us as early as possible — then we will be able to resolve the matter before the order enters the pharmacy supply chain.

Once a medicine has left the pharmacy, it is impossible to guarantee, that:

• the storage temperature regime was maintained
• the medicine was not exposed to light, moisture, or contamination
• the packaging was not opened
• the medicine was not substituted

Even if the packaging looks intact, the pharmacy is not entitled to reintroduce such medicines into circulation.

This is a matter of patient safety, not a commercial decision.

Conclusion

After being dispensed from the pharmacy:

• medicines are considered withdrawn from the controlled pharmaceutical chain
• re-sale is prohibited
• a refund of funds is not possible
• an exchange is not possible

When cancelling an order is possible

Cancellation is possible only BEFORE the medicine is ordered from the pharmacy.

If the customer cancels the order at this stage:

• the transferred funds are refunded
• the refund is made by a method convenient for us
• the following are withheld from the amount:
  • bank charges
  • a service fee for the order-processing work already performed

Once the medicine has been ordered by the pharmacy, cancellation becomes impossible for the reasons described above.

Why this protects you

These rules exist not to restrict customers, but in order to:

• prevent potentially spoiled medicines from reaching the market
• eliminate the risk of counterfeits
• ensure therapeutic safety
• protect patients’ health

If you have any questions about your order before it is placed with the pharmacy, contact us as early as possible and we will do our best to help.