Refund and Returns Policy

Last Updated: September 26, 2025

Infinity Pharma is committed to quality and customer satisfaction. Our policy on returns and exchanges reflects strict compliance with Philippine law and industry standards for pharmaceutical goods and medical devices.

1. Scope

This policy applies to orders of Over-the-Counter (OTC) medicines, prescription medicines, and medical devices.
All returns and exchanges are subject to applicable laws and specific contractual terms with institutional customers.
Temperature-sensitive products (e.g., refrigerated medicines/devices) are not eligible for return except in case of delivery errors or product faults.

2. Eligibility Conditions

Returns and exchanges are permitted only under the following circumstances:

  • Wrong item(s) delivered
  • Products are defective, damaged, or expired upon receipt
  • Delivery mistake caused by Infinity Pharma or our authorized partners

NOT ELIGIBLE:

  • Change of mind or incorrect order by customer
  • Opened, used, or tampered products (unless proven defective/damaged upon opening)
  • Items not meeting the legal/regulatory criteria for return

3. Return Window

  • Requests for return/exchange must be initiated within 7 days of receiving the item.

4. Return & Exchange Process

To request a return or exchange, please:

  • Contact our support team within 7 days of delivery
  • Provide the original proof of purchase (invoice, receipt)
  • Submit clear photos showing the product damage/defect and batch/lot number
  • Physically return the medicines/devices to us for verification (required for all approved cases)

For valid returns, Infinity Pharma will shoulder the cost of return shipping.

5. Outcome

For approved returns and exchanges, you may choose:

  • Store Credit for future purchases
    or
  • Replacement for the same (or equivalent) product(s)

Cash refunds may only be considered if mandated by law or specific contracts.

6. Additional Notes & Exceptions

  • All returns are subject to product inspection and verification upon receipt.
  • We reserve the right to refuse returns for items not meeting eligibility criteria or those outside the return window.
  • Institutional customers may have contract-specific return and exchange terms—these override the general policy.

7. Contact and Support

For return/exchange requests or questions, please contact:

  • Returns Department, Infinity Pharma
  • return@infinitypharma.ph

8. Legal Compliance

Infinity Pharma strictly follows all laws and regulations governing the return and disposal of pharmaceutical products and medical devices in the Philippines.

Update and Review

This policy may be updated as required by changes in the law, regulation, or company practice