Return Policy
Patients and Eye Care Professionals have different return policies. Please refer to the one that applies to you.
At I-MED Pharma, we are committed to providing exceptional customer service.
Products purchased on the I-MED Pharma website are eligible for returns within 30 days from the date of purchase, provided they are unopened and in the same condition in which they were received, except for I-VU® OMEGA-3 products, which have a 120-day return policy subject to guarantee conditions.
If you would like to return a product that was purchased on our website, please notify us by completing the form below. Upon review of your return request, our team will provide you with an RGA (Return Goods Authorization) number if your return is authorized. We request that you wait for the issuance of an RGA number to be sent to you prior to proceeding with returning the products.
https://forms.office.com/r/WsNq5F7geQ
Upon receipt of the returned item(s), I-MED Pharma will inspect the product(s) to determine their condition. You will then be notified if your refund request is approved. If approved, the refund will be processed via the original method of payment. While the refund process takes approximately five business days, variances to this timeframe may occur depending on your payment provider’s protocols.
Please note that customers are responsible for covering the shipping costs associated with returns, so please be aware that the cost of return shipping will be subtracted from your refund.
Our team will strive to respond to your inquiries within two business days. If you do not receive a response within this timeframe, we kindly ask that you contact our customer service team at [email protected] for further assistance.
We care about your opinion. If you have any product concerns or feedback, please contact us at [email protected] providing the following information:
- Details of the issue
- Product name
- Lot number
Sincerely,
The I-MED Pharma Team
- All returns must have a valid Return Goods Authorization (RGA) number issued by our customer service team before being sent back to I-MED Pharma. Please note that it is the responsibility of the client to incur the return shipping fees when returning product to I-MED Pharma.
To obtain an RGA number, please complete and submit the Return Policy Form and be sure to provide our team with the following information:
a. Customer name
b. Customer number
c. Product name
d. Lot number
e. Expiration date - Product returns will be authorized if the following conditions are met:
a. The return is taking place at least 6 months after purchase
b. There is at least 6 months of expiry remaining on the products being returned
c. The return is for 40 units or less
d. The product to be returned has not been previously exchanged on any prior order.
e. There was no recent order placed or pending order existing for the same product
f. The product was not purchased on a promotion or on a volume discount* Exception: I-LID’N LASH® HOCL CLEANSING SPRAY is the only product that can be returned 3 months prior to expiry
Accounts are only eligible for returns twice per year.
All returns will incur a 25% re-stocking fee unless the client agrees to receive product training. If product training is provided, the client may return the product within 6 months following the training, without a re-stocking fee.
*Exception: Please note that any capital equipment above $2K retail will require a re-stocking fee regardless if product training has taken place.
Returns will be issued in the form of a credit or a refund.
Amount of credit or refund will be based on the price paid at the time of purchase. If any free product was included in the purchase order containing the product to be returned, then the cost of that free product will be deducted from the credit or refund.
We value your opinion. If you have any questions, please contact our customer service team at 1-800-463-1008.
Sincerely,
The I-MED Pharma Team