Returns & Exchange Policy

Dear customers, this policy should be read as a whole.

We strongly advise all our clients to thoroughly check their products before making their purchase and before leaving the store to ensure that they have the right products.

This return and exchange policy is to allow us to continually provide our customers with quality service. This policy will help guide the company’s employees and customers on the management of returned and exchanged products. This policy covers all items sold by Link pharmacy, in store and online.


The service is offered on the following conditions:

  1. All items subject to this policy must be returned in its original packaging, unless reasonably justifiable, however, the items must be in a merchantable condition.
  2. Original receipt must be produced as proof of purchase from the store of all items being returned.
  3. If you change your mind on your purchase, you may submit a return and exchange request within 7 days of purchase. Items need to be in an unused condition.
  4. Customers are responsible for the cost of returning, refunding and exchanging products with us. Returns, refunds and exchanges can also be processed in store.
  5. Items that are defective, not fit for the purpose that they are intended for, or for the purpose specified by the buyer, will be refunded, replaced or exchanged in line with the warranty guidelines, where applicable or within 7 days of return.
  6. Only regular priced items may be refunded, unfortunately sale items cannot be refunded. Items that are unavailable for exchange will be automatically refunded.

Refunds & Exchanges

Pursuant to condition number 3, once your return is received and inspected at our headquarters, it will be determined if your refund has been approved or rejected, based on the Return and Exchange policy. Returned items will undergo a strict process of assessment of its condition before a refund or exchange will take place. If your refund is approved, it will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5-10 business days. Accepted returns will be processed and paid via the original payment platform or to the card originally used for payment.

Note that, if you encounter delay in receiving your refund within the above provided period, it may be an issue from your card issuer or bank, over which we have no control.

Claim of fake goods

Items that are claimed to be fake will be sent to suppliers, where deemed necessary, to determine if the supplier accepts that the product is theirs. Claims will be processed within a period of 30 days.

Refund Exclusions & Exchanges

Unfortunately, we do not under any condition accept refund and exchange requests on medication & prescription items under condition 3 because there is no mechanism to confirm the items have been handled or stored according to specified instructions and have not been tampered with.

Several types of goods are also exempt from being returned under condition 3. Perishable goods such as food, newspapers or magazines cannot be returned. We also do not accept sanitary or intimate products, hazardous materials, or flammable liquids. Additional non-returnable items include gift cards along with certain health and personal care items.

Special medication orders

If a customer would like to return a special order you are required to contact the procurement team in the first instance to inform them of the request and be advised on how to proceed

Requests for special orders made by customers will be deemed valid after 50% of the total cost has been paid. Customers agree to bear any cost that may arise from the price change and quantity change in accordance with regulation of Zambia. We will not be responsible for refunds of the 50% payment made prior to your order in a situation where the customer cancels the order.

Product Recalls

A recall is defined as an action executed by a manufacturer at any time to remove a defective or harmful product from the market when it is discovered to be in violation of laws and regulations administered by our regulatory authorities

Medication may be recalled for an assortment of reasons including safety, mislabeling, contamination, and deviations in strength or potency. A product recall is the most effective means of protecting the public from a defective or potentially harmful product.

Product recalls happen routinely, and we aim to handle them properly and promptly, including alerting the public and safely removing the affected product from the market as per legal requirement and Zambian law.

Cancellation of Orders

If you would like to cancel an order placed online, please contact our customer care line on 0211 255 556 or WhatsApp line on 0976 255 556 to be advised on how to proceed with a refund request.

Approved by CCPC February 2023