Refund & Returns Policy
Effective Date: 01 June 2025
1. Introduction
Thank you for choosing Hero Cure.
We strive to provide a professional, reliable, and transparent service. As Hero Cure facilitates access to healthcare products through licensed partners, certain restrictions apply to refunds, returns, cancellations, and exchanges due to the nature of the products supplied.
Please read this Refund & Returns Policy carefully before placing an order.
2. Order Cancellations
Customers may request to cancel an order before it has been processed, prepared, or dispatched by Hero Cure.
Where an order has not yet entered the fulfilment process, Hero Cure will make reasonable efforts to accommodate cancellation requests.
Once an order has been processed, prepared, packed, or dispatched by Hero Cure or its partners, cancellation may no longer be possible.
3. Prescription Verification (Where Applicable)
Prescription medication are supplied only after the dispensing pharmacy has independently reviewed and approved the prescription provided by the customer.
If a prescription is:
- Invalid;
- Expired;
- Incomplete;
- Altered;
- Fraudulent; or
- Otherwise unacceptable to the dispensing pharmacy,
the order may be declined and cancelled.
Where payment has already been received, an eligible refund may be processed, subject to any applicable administrative or transaction costs permitted by law.
4. Returns and Refunds
Due to health, safety, quality-control, storage, and regulatory requirements, medications, injectable products, temperature-sensitive products, and other healthcare-related products generally cannot be returned once they have been dispatched or delivered.
For the protection of all customers, Hero Cure and its pharmacy partners cannot verify how a product has been stored, handled, or maintained after leaving Hero Cure or pharmacy’s control.
Accordingly, we are unable to accept returns or provide refunds where:
- The customer ordered the wrong product.
- The customer selected the incorrect strength, quantity, or variation.
- The customer changed their mind after placing the order.
- The customer no longer wishes to use the product.
- The customer obtained an alternative treatment after ordering.
- The product has already been dispatched by the pharmacy.
- The customer provided incorrect delivery information.
- Delivery could not be completed due to customer-related circumstances.
Customers are responsible for carefully reviewing their order before completing checkout.
5. Incorrect, Damaged, or Defective Products
If you receive a product that is:
- Damaged during transit;
- Defective;
- Incorrectly supplied; or
- Materially different from what was ordered,
you must notify us within 48 hours of delivery.
To assist with the investigation, customers may be asked to provide:
- Photographs of the product;
- Photographs of the packaging;
- The order number; and
- Any other information reasonably required to assess the claim.
Each claim will be reviewed individually in consultation with the dispensing pharmacy and courier where applicable.
Where appropriate, a replacement, exchange, credit, or refund may be offered in accordance with applicable consumer protection legislation.
6. Non-Delivery
If your order has not arrived within the 1 – 5 day delivery timeframe, please contact our support team as soon as possible.
We will investigate the matter with the courier partner and provide updates regarding the status of your shipment.
7. Refused Deliveries
If a customer refuses delivery of an order without a valid reason, or if delivery cannot be completed due to incorrect information supplied by the customer, any refund request will be assessed on a case-by-case basis.
Products that cannot legally or safely be returned to stock may not be eligible for a refund.
8. Refund Processing
Approved refunds will be processed using the original payment method where possible.
Refund processing times may vary depending on your bank, payment provider, or financial institution.
Hero Cure is not responsible for delays caused by third-party payment providers or banking institutions.
9. Fraud Prevention
Hero Cure reserves the right to refuse refunds, returns, cancellations, or replacement requests where fraud, abuse, misuse, chargeback fraud, or suspicious activity is suspected.
10. Consumer Rights
Nothing contained in this Refund & Returns Policy limits or excludes any rights afforded to consumers under applicable South African consumer protection laws.
Where legislation provides consumers with rights that cannot legally be excluded, those rights shall prevail.
11. Contact Us
If you have any questions regarding this Refund & Returns Policy, please contact us:
Hero Cure
Email: support@herocure.co.za
WhatsApp: 077 485 1061
Website: https://herocure.co.za