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 acquired directly from our official website and unopened are eligible for returns within a span of 30 days from the date of purchase. For a complete refund, items must be returned in the same condition as they were received. (With the exception of all I-VU® OMEGA-3 products, which have a 120-day return policy adhering to the conditions of the guarantee).
If you would like to return a product ordered from our website, please notify us by completing the form below. Upon review of your qualifying return request, our team will provide you with an RGA (Return Goods Authorization) number. We request that you await our team’s issuance of an RGA number before proceeding with the return of any qualifying products.
https://forms.office.com/r/22rrL6WCrg
Upon receipt of the returned item(s), I-MED Pharma will inspect the returned product to determine its condition. Subsequently, you will be notified regarding the approval or denial of your refund request. In the event of approval, the refund process will be initiated to your original method of payment. While the refund process typically takes around 5 business days, variations may occur depending on your payment provider’s protocols.
Please note that customers are responsible for covering the shipping costs associated with returning product, so please be aware that the cost of return shipping may be subtracted from your refund. However, we may decide to cover return shipping costs at our discretion on a case-by-case basis.
Our team will strive to respond to your inquiries within two business days. However, if you have not received a response within this timeframe, we kindly ask that you contact our dedicated customer service team at info@imedpharma.com for further assistance.
If you have a product concern/feedback, please contact us at regulatory@imedpharma.com providing the following information:
- Details of complaint
- Product name
- Lot number
Sincerely,
I-MED Pharma
7190 Frederick Banting, Saint Laurent Quebec , H4S 2A1
1. All returns must have a valid Return Goods Authorisation (RGA) number from customer service before
being sent back to I-MED. To obtain an RGA number please complete the Return Policy Form to provide customer service with:
a. Customer name,
b. Customer number,
c. Product name,
d. Lot number, and
e. Expiration date.
2. Product returns or exchanges may be authorized if:
a. At least 6 months after purchase,
b. At least 6 months of expiry remaining,
c. Less than 40 units,
d. The product to be exchanged from any specific order(s) has not been previously exchanged,
e. There is no pending or subsequent order of the same product.
*I-LID’N LASH® HOCL Spray is the only product that can be returned 3 months prior to expiry
3. Accounts are eligible for returns or exchanges twice a year.
4. All returns will incur a 25% restocking fee unless:
a. Client agrees to receive product training. If product training is given the client may return the
product free of charge at any time for 6 months after at no charge.
5. Returns will be issued in the form of a credit or a refund.
a. Amount of credit or refund will be based on the price paid at the time of purchase. If free product was
part of the order containing the product to be exchanged, then it will be subtracted first, e.g.:
i. The client purchased 20 of product A and received 1 free. If they want to exchange 6
units, they will receive credit for 6 units of product A – 1 free unit of product A = 5 units
credited.
ii. The client purchased 20 of product A (@ $10 price) and received 1 product B (@ $5 list
price) free. If they want to exchange 6 units of product A, they will receive credit for 6
units of product A – the list price of 1 unit of product B (6 x $10 – 1 x $5 = $55).