CDE Pharmacy Returns, Refunds and Delivery Policy

Effective date: 1 September 2026 Last updated: 1 September 2026

1. Introduction

This Returns, Refunds and Delivery Policy applies to products purchased from The CDE Pharmacy (Pty) Ltd t/a The Centre Pharmacy (“CDE Pharmacy”, “we”, “us” or “our”) through cdeonline.co.za. This policy must be read together with our Terms and Conditions, Privacy Policy and any product-specific terms displayed on the website. Nothing in this policy excludes, limits or replaces any right or remedy available to a customer under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002, or any other applicable South African law. Where this policy conflicts with a mandatory provision of applicable law, the applicable law will prevail.

2. Checking product suitability before ordering

Customers must carefully review all available product information before placing an order, including:

• the product name and description;
• ingredients and nutritional information;
• allergen information;
• flavour, size, quantity and pack configuration;
• storage requirements;
• device compatibility;
• age or usage restrictions;
• warnings and precautions; and
• manufacturer instructions.

Where the suitability of a product depends on a customer’s personal, medical, dietary, cultural, ethical or religious requirements, the customer is responsible for confirming suitability before purchasing it. Customers requiring additional information should contact CDE Pharmacy before placing an order. A product will not ordinarily be regarded as incorrect, defective, unsafe or unsuitable merely because it does not meet a customer’s personal preference or dietary, cultural, ethical or religious requirements, provided that:

• the correct product was supplied;
• the product was accurately described;
• the product was correctly labelled;
• the relevant product or ingredient information was reasonably available; and
• CDE Pharmacy did not make an inaccurate representation regarding its suitability.

This does not affect a customer’s rights where information was inaccurate, misleading or omitted in circumstances where disclosure was legally required.

3. Incorrect products supplied

If CDE Pharmacy supplies a product that differs from the product ordered, the customer must notify us as soon as reasonably possible. The customer should provide:

• the order number;
• the product ordered;
• the product received; and
• photographs showing the product and packaging.

Once the error has been confirmed, CDE Pharmacy will arrange and pay for the collection or return of the incorrect product. Subject to stock availability and applicable law, the customer may choose to receive:

• the correct product; or
• a refund of the amount paid for the incorrect product, including any delivery charge directly attributable to that product where applicable.

The product must be kept unused and, where reasonably possible, in its original condition and packaging while the return is arranged. No return courier charge or administration fee will apply where CDE Pharmacy supplied the incorrect product.

4. Products damaged during delivery

Customers should inspect their parcels as soon as possible after delivery. Visible damage, leakage, breakage, contamination, broken seals, missing products or possible temperature exposure should preferably be reported within 48 hours after delivery. The customer should retain the product and all courier packaging and provide:

• the order number;
• photographs of the outer courier packaging;
• photographs of the damaged product and packaging;
• the batch number and expiry date, where applicable; and
• a description of the damage or problem.

The 48-hour reporting request assists CDE Pharmacy in investigating the delivery and submitting a courier claim. It does not remove any statutory rights the customer may have. Where delivery damage or a packing error is confirmed, CDE Pharmacy will bear the reasonable collection or return cost and provide the remedy required by applicable law. No administration fee will be charged for a confirmed delivery-damage return. Customers must not use or consume any product that appears damaged, contaminated, incorrectly sealed, compromised or unsafe.

5. Defective, unsafe or materially misdescribed products

Customers retain their statutory rights in relation to products that are:

• unsafe;
• defective;
• of unacceptable quality;
• not reasonably suitable for their ordinary intended purpose;
• materially different from their description or an approved sample; or
• otherwise non-compliant with an applicable statutory warranty.

Customers who believe a product is unsafe, defective or materially misdescribed must contact CDE Pharmacy and provide reasonable details of the problem. CDE Pharmacy may inspect or assess the product and may obtain technical input from the manufacturer, importer or authorised distributor. This assessment does not remove any remedy to which the customer is legally entitled. Where a product qualifies for return under the Consumer Protection Act, it may be returned without penalty and at CDE Pharmacy’s risk and expense within the applicable statutory period. Subject to applicable law, the remedy may include:

• a refund;
• a replacement; or
• a repair, where appropriate for the type of product.

No return courier charge or administration fee will apply to a product confirmed to be unsafe, defective or materially misdescribed. A problem caused by the following will not ordinarily be regarded as an inherent defect:

• misuse or use contrary to instructions;
• incorrect handling or storage;
• accidental damage;
• unauthorised modification or attempted repair;
• ordinary wear and tear;
• use with an incompatible device or accessory where compatibility was accurately disclosed; or
• damage occurring after delivery that is unrelated to an existing defect.

6. Unwanted products and change-of-mind returns

CDE Pharmacy is not generally required to accept a return merely because a customer:

• has changed their mind;
• no longer wants or needs the product;
• dislikes its taste, texture, colour, fragrance or presentation;
• ordered the incorrect flavour, size, quantity or variant;
• found the product at a lower price elsewhere;
• purchased more than was required; or
• later determines that an accurately described and labelled product does not meet their personal, dietary, cultural, ethical or religious preferences or practices.

This is particularly relevant to foodstuffs, beverages, nutritional products and other goods intended for everyday consumption, which may be excluded from the general seven-day cooling-off right applicable to certain electronic transactions. CDE Pharmacy may, at its discretion, agree to accept an unwanted product as a goodwill return. Each request will be assessed according to:

• the nature of the product;
• applicable health and safety requirements;
• the condition of the product;
• its storage and handling requirements; and
• the circumstances of the request.

Written approval must be obtained from CDE Pharmacy before the product is returned. An approved goodwill return will normally require that the product:

• is unused and unopened;
• has not been consumed, tested or partially used;
• has not been tampered with;
• remains in its complete, undamaged original packaging;
• has intact labels, seals and security features;
• has been stored under the required conditions;
• has not been exposed to excessive heat, cold, moisture or contamination;
• has sufficient remaining shelf life;
• includes all accessories, components and promotional items; and
• can lawfully and safely be accepted by the pharmacy.

CDE Pharmacy may decline a goodwill return where the product’s storage, security, quality, safety or integrity cannot be verified. Acceptance of a goodwill return in one instance does not oblige CDE Pharmacy to accept the same or a similar return in the future.

7. Charges for goodwill and change-of-mind returns

Where CDE Pharmacy agrees to accept an unwanted product or change-of-mind return as a discretionary goodwill return:

• the customer must arrange and pay for the return courier;
• the customer bears the risk of loss or damage until the product is received by CDE Pharmacy;
• the original delivery charge will not be refunded;
• any replacement or redelivery requested by the customer will be charged separately; and
• an administration and handling fee of R80 will be deducted from the approved refund.

The R80 fee contributes towards the reasonable cost of authorising, receiving, inspecting, recording and processing the return. It will be disclosed to the customer before the return is authorised. CDE Pharmacy may reduce or waive the R80 fee where applying the full amount would be unreasonable in the circumstances. The R80 fee and customer-funded courier charges will not apply where:

• CDE Pharmacy supplied the incorrect product;
• the product was damaged during delivery;
• the product is confirmed to be unsafe or defective;
• the product was materially different from its description; or
• charging the customer would otherwise be prohibited by applicable law.

Where legislation gives the customer a cooling-off or cancellation right and permits only the direct cost of returning the goods to be charged, no additional administration fee will be imposed.

8. Products that cannot ordinarily be returned

Subject to statutory rights relating to unsafe, defective, incorrectly supplied or materially misdescribed products, CDE Pharmacy cannot ordinarily accept the following as change-of-mind returns:

• opened food, beverages or nutritional products;
• perishable products or products likely to deteriorate or expire rapidly;
• opened health, hygiene, personal-care or intimate-use products;
• needles, lancets, test strips, sensors or other sterile or single-use products once opened;
• opened dressings, patches or wound-care products;
• products with broken seals;
• products with damaged, altered or removed labels;
• products showing evidence of tampering, contamination or improper storage;
• products personalised or specially obtained for the customer;
• products that have been altered, installed or combined with another product; and
• clearance products expressly marked as non-returnable, except where statutory rights apply.

The responsible pharmacist or an appropriately authorised person may assess a returned product and determine how it must be handled.

9. Food, beverages and nutritional products

Foodstuffs, beverages and nutritional products, including MediDrink products, must be selected carefully before ordering. Customers must review the available ingredients, nutritional information, allergen declarations, flavour information and suitability information before purchasing. Unless the product is incorrect, damaged, unsafe, defective or materially misdescribed, CDE Pharmacy may decline a return of a food, beverage or nutritional product. A food, beverage or nutritional product will not ordinarily qualify for return merely because the customer later determines that it does not meet their personal, dietary, cultural, ethical or religious preferences or practices, provided that the product was accurately described and labelled. Where CDE Pharmacy agrees to accept an unopened food, beverage or nutritional product as a goodwill return:

• prior written approval is required;
• the product must satisfy all return-condition requirements in this policy;
• the customer must pay the return courier cost;
• the original delivery charge will not be refunded; and
• the R80 administration and handling fee will be deducted from the approved refund.

CDE Pharmacy may refuse the return if the product’s safety, storage conditions, seal, packaging or integrity cannot be verified.

10. FITKICKS and hygiene-sensitive products

FITKICKS and comparable footwear, personal-use and hygiene-sensitive products cannot ordinarily be returned for change-of-mind, health or hygiene reasons once they have been:

• worn;
• used;
• opened;
• fitted; or
• removed from sealed packaging.

This restriction does not apply where the product was incorrectly supplied, damaged during delivery, unsafe, defective or materially different from its description. Any approved return must still satisfy the applicable return and inspection requirements in this policy.

11. Anytime Yuwell continuous glucose monitoring products

Any problem involving an Anytime Yuwell CT3 or AT5 Pro product purchased from CDE Pharmacy must first be reported directly to CDE Pharmacy. This includes a device or component that:

• is malfunctioning;
• appears inaccurate;
• failed prematurely;
• would not activate;
• detached unexpectedly;
• displayed an error message; or
• otherwise did not operate as expected.

When reporting the problem, the customer may be required to provide:

• the CDE Pharmacy order number or proof of purchase;
• the product name and model;
• the sensor, transmitter or receiver serial number;
• the lot or batch number;
• the date and time of application or activation;
• relevant readings or error messages;
• photographs;
• information about the application site; and
• any other information reasonably required to assess the complaint.

Customers must retain the allegedly faulty product and all related packaging until CDE Pharmacy confirms whether the product may be discarded or must be returned. After receiving the complaint, CDE Pharmacy may:

• provide initial product support;
• request additional information;
• refer the matter to the manufacturer, importer or authorised distributor;
• obtain a technical assessment;
• issue or obtain a fault reference number;
• request the return of the product; or
• arrange an applicable replacement, repair or refund.

Where specialist technical assessment is necessary, CDE Pharmacy may coordinate the matter with the manufacturer, importer or authorised distributor. The technical assessment process operates in addition to the customer’s statutory rights. It may not be used to improperly delay or deny a remedy available under applicable law. No R80 administration fee or customer-funded courier charge will apply where an Anytime Yuwell CT3 or AT5 Pro product is confirmed to be defective, unsafe, incorrectly supplied or materially misdescribed. The R80 administration fee and customer-funded courier costs may apply only to an approved non-defect, change-of-mind or incorrectly ordered return, where such a return is legally and safely permissible.

12. Manufacturer warranties

Certain products may carry a warranty provided by the manufacturer, importer or authorised distributor. A warranty claim may require:

• proof of purchase;
• the product serial number;
• photographs or videos;
• technical information;
• completion of an applicable fault-assessment process; or
• submission of the product for assessment.

Customers must initially report problems involving products purchased from CDE Pharmacy to CDE Pharmacy, unless the product information supplied at the time of purchase expressly provides another authorised reporting process. CDE Pharmacy may refer or coordinate a warranty claim with the manufacturer, importer or authorised distributor where specialist assessment is required. A manufacturer’s warranty applies in addition to, and does not replace, any implied warranty or other right available under South African law.

13. Requesting a return

Before returning any product, the customer must contact CDE Pharmacy: Email: info@cdeonline.co.za Telephone: +27 11 712 6050 Address: 81 Central Street, Houghton Estate, Johannesburg The customer must provide:

• the order number;
• their name and contact details;
• the product name and quantity;
• the reason for the return;
• photographs where the product is damaged, incorrect or allegedly defective;
• the batch number, serial number and expiry date, where applicable;
• any technical assessment or fault reference number, where applicable; and
• any additional information reasonably required to assess the request.

CDE Pharmacy will advise whether:

• the return is authorised;
• further information or assessment is required;
• CDE Pharmacy will coordinate an assessment with the manufacturer or distributor;
• CDE Pharmacy will arrange collection; or
• the customer must arrange and pay for the return.

Customers must not return CGM products, medical devices, nutritional products or other goods without prior written authorisation. Unauthorised parcels may be refused or returned to the sender at the sender’s expense.

14. Packaging and transportation of returns

Approved returns must be securely packaged to prevent:

• breakage;
• leakage;
• contamination;
• tampering;
• moisture exposure;
• excessive heat or cold; and
• other damage during transportation.

All original components, instructions, accessories and promotional items must be included. Where the customer is responsible for the return, the customer should use a reputable tracked courier service and retain proof of collection and delivery. CDE Pharmacy is not responsible for a customer-funded return that is lost, damaged, contaminated or compromised before it reaches the pharmacy. The customer must comply with any special transport instructions supplied by CDE Pharmacy, the responsible pharmacist, the manufacturer or an authorised distributor.

15. Inspection of returned products

Receipt of a returned product does not automatically mean that the return or refund has been approved. All returned products are subject to inspection and, where applicable, professional or technical assessment by:

• the responsible pharmacist;
• an authorised member of the pharmacy team;
• the manufacturer;
• the importer; or
• an authorised distributor.

The assessment may consider:

• the reason for the return;
• the condition of the product and packaging;
• whether the product has been opened or used;
• storage and transportation conditions;
• evidence of tampering or contamination;
• the batch number, serial number and expiry date;
• manufacturer or distributor findings; and
• the customer’s statutory rights.

Returned products will be kept separate from saleable stock until an appropriate decision has been made regarding their handling.

16. Refunds

Once an approved return has been received and assessed, CDE Pharmacy will notify the customer of the outcome. Approved refunds will ordinarily be made to the original payment method. Where this is not reasonably possible, CDE Pharmacy and the customer may agree on another lawful refund method. CDE Pharmacy will process refunds within the period required by applicable law. The time taken for a refund to reflect may depend on the customer’s bank or payment provider. For an approved goodwill return, the refund will ordinarily be: The purchase price paid for the accepted returned product, less the R80 administration and handling fee and any other return costs permitted by applicable law. The following will not be deducted where CDE Pharmacy supplied an incorrect product or the product is confirmed to be damaged during delivery, unsafe, defective or materially misdescribed:

• the R80 administration fee;
• the reasonable return courier cost; and
• the original delivery charge attributable to the affected product, where its refund is required by law.

A refund may be refused for a non-statutory goodwill return if the product fails the inspection requirements in this policy.

17. Exchanges

An exchange is subject to:

• prior written approval;
• product availability;
• the return conditions in this policy; and
• applicable courier and administration charges.

Where an exchange results from an incorrect product supplied by CDE Pharmacy or a confirmed delivery error, CDE Pharmacy will bear the reasonable collection and replacement-delivery costs. Where an exchange is approved because the customer ordered incorrectly or changed their mind, the customer will be responsible for:

• the return courier cost;
• the R80 administration and handling fee;
• any difference in product price; and
• delivery of the replacement product.

18. Order cancellations before dispatch

A customer wishing to cancel an order must contact CDE Pharmacy as soon as possible. Where an order has not yet been processed, specially obtained or dispatched, CDE Pharmacy will consider the cancellation and apply any mandatory statutory rights. An order may not necessarily be cancelled once:

• a product has been specially prepared;
• a special-order product has been obtained specifically for the customer;
• the parcel has been handed to the courier; or
• cancellation is restricted for health, safety or regulatory reasons.

If the order has already been dispatched, the applicable return and courier provisions in this policy will apply.

19. Delivery arrangements

CDE Pharmacy processes and dispatches orders during its operating hours: Monday to Friday, 08:00 to 17:00, excluding public holidays. No routine dispatches take place over weekends or public holidays unless expressly arranged. Orders are ordinarily processed for dispatch or delivery within approximately 5–7 business days after the order and payment have been accepted, unless a different timeframe is displayed or communicated. Delivery periods are estimates and may be affected by:

• stock availability;
• medical-aid requirements;
• payment confirmation;
• delivery location;
• public holidays;
• courier capacity;
• severe weather;
• service disruptions; or
• circumstances beyond CDE Pharmacy’s reasonable control.

Customers will be informed where a material delay becomes known.

20. Delivery addresses and failed deliveries

Customers are responsible for supplying a complete and accurate delivery address and contact number. The customer must ensure that they, or an authorised person, are available to receive the parcel during the courier’s delivery hours. Where a parcel cannot be delivered because:

• the address supplied was incomplete or incorrect;
• the recipient was unavailable after reasonable delivery attempts;
• access to the delivery location was unavailable; or
• the customer refused an accurately fulfilled and undamaged order,

the customer may be responsible for the reasonable:

• return-to-sender courier charge;
• redelivery charge; and
• administration cost associated with arranging a further delivery.

Any charge must be reasonable and will be disclosed before redelivery is arranged. These charges will not apply where the failed delivery was caused by CDE Pharmacy or its appointed courier.

21. Parcels lost or damaged by an appointed courier

Where CDE Pharmacy appoints the courier, CDE Pharmacy will investigate a parcel that is lost or damaged before delivery. The customer must cooperate reasonably with the investigation and provide any available supporting information. Depending on the circumstances and applicable law, CDE Pharmacy may:

• resend the order;
• replace the affected product; or
• issue a refund.

The customer will not be charged an administration fee for a parcel confirmed to have been lost or damaged by a courier appointed by CDE Pharmacy.

22. Appropriate use of products

Customers must use products in accordance with:

• the product label;
• package insert;
• manufacturer instructions;
• device instructions;
• storage requirements; and
• advice provided by an appropriately qualified healthcare professional.

CDE Pharmacy is not responsible for loss or damage caused solely by misuse, unauthorised alteration, improper storage or use contrary to clear product instructions, except to the extent that liability cannot lawfully be excluded. Nothing in this section excludes or limits any statutory product-safety, quality or product-liability rights.

23. Complaints and disputes

Customers dissatisfied with how a return, refund, delivery or warranty matter has been handled may contact: Email: info@cdeonline.co.za Telephone: +27 11 712 6050 Address: 81 Central Street, Houghton Estate, Johannesburg The complaint should include the order number and a clear description of the matter. CDE Pharmacy will consider complaints fairly and in accordance with applicable consumer-protection and pharmacy requirements. Nothing in this policy prevents a customer from referring a matter to an appropriate consumer-protection body, regulatory authority, ombud or court with jurisdiction.

24. Changes to this policy

CDE Pharmacy may update this policy to reflect changes in:

• applicable law;
• regulatory requirements;
• pharmacy practice;
• courier arrangements;
• payment processes; or
• business operations.

The policy applicable to a return will ordinarily be the version that formed part of the customer’s transaction, subject to any later legal requirement that must be applied. The current version and effective date will be published on the CDE Pharmacy website.

25. Contact details

The CDE Pharmacy (Pty) Ltd Trading as: The Centre Pharmacy Pharmacy number: Y03847 Physical address: 81 Central Street, Houghton Estate, Johannesburg Telephone: +27 11 712 6050 Email: info@cdeonline.co.za Website: cdeonline.co.za