Refund Policy of Spharma LLC
Version effective as of September 16, 2026, Tashkent
Introduction
This Refund Policy (hereinafter the “Policy”) has been developed by Spharma LLC (state registration Reg. #2435800, TIN: 311 243 300), hereinafter the “Company”, and sets out the terms for cancelling an order, returning goods, and refunding payments for purchases made through the SpharmA mobile application (hereinafter the “Application”).
This Policy applies together with SpharmA’s Public Offer, Orders & Delivery Policy, and Terms of Service.
1. Order cancellation
1.1. Cancellation by the User
The User may cancel an order in the Application without giving reasons and without penalty until the order is handed to the courier or is ready for collection at the pharmacy. Once fulfilment has begun, cancellation is subject to agreement with the Company.
1.2. Cancellation by the Company
The Company may cancel an order where the goods are out of stock, the User cannot be contacted, inaccurate information has been provided, as well as in the event of technical failures and force majeure.
1.3. Consequences of cancellation
The User is notified of cancellation through the Application and/or SMS. Funds paid for a cancelled order are refunded in full in accordance with Section 4 of this Policy.
2. Return of goods of proper quality
2.1. General rule
Under the legislation of the Republic of Uzbekistan, medicines, medical devices, and medical equipment of proper quality may not be returned or exchanged. This is because compliance with storage conditions outside a pharmacy cannot be guaranteed.
2.2. Inspection on receipt
Since goods of proper quality cannot be returned, the User should verify the order contents, expiry dates, and packaging integrity at the moment of receipt, before the courier or pharmacy staff member leaves the handover point.
3. Return of goods of improper quality
3.1. Grounds for return
The User may return goods upon discovering any of the following defects:
- Compromised packaging integrity or visible signs of damage.
- Expiry date passed at the time the order was received.
- Actual contents do not match the order (wrong item, missing item).
- Other manufacturing defects identified at the moment of handover.
3.2. Deadline for raising a claim
A refund claim must be raised at the moment the order is received, or immediately after the defect is discovered where it could not have been identified by external inspection.
3.3. How to submit a claim
To return goods of improper quality, the User must send a request to spharma.uz@gmail.com stating:
- the order number;
- the name of the item being returned;
- a description of the defect identified;
- photographic evidence of the defect (packaging, labelling, expiry date).
3.4. Review period
Requests are reviewed within 10 (ten) business days of receipt. The User is notified of the outcome by email or through the Application.
3.5. Returning the goods
Goods of improper quality are returned to the SpharmA network pharmacy that dispensed the order, or via a courier as agreed with the Company. The Company does not pass the cost of returning defective goods on to the User.
4. Refunds
4.1. Refund method
Refunds are issued using the same method as the original payment:
| Payment method | Refund method | Timeframe |
|---|---|---|
| Online card payment (Payme) | To the same bank card | up to 10 banking days |
| Cash on receipt | In cash at a network pharmacy | at the time of the request |
| Loyalty points | Points returned to the loyalty account | up to 3 business days |
4.2. Start of the period
The refund period runs from the moment the Company confirms the refund. Actual crediting of funds to the card depends on the issuing bank.
4.3. Partial refunds
Where part of an order is returned, funds are refunded in proportion to the value of the returned items. Delivery costs are not refunded on a partial return, except where the return is due to the Company’s fault.
4.4. Refund of delivery costs
Where an order is cancelled in full at the Company’s initiative, or where goods of improper quality are returned, the delivery cost is refunded to the User in full.
4.5. Loyalty points
Loyalty points redeemed against a returned order are restored to the User’s loyalty account. Points accrued for a returned order are reversed.
5. Refusal of a refund
The Company may refuse a refund where:
- the claim concerns goods of proper quality (clause 2.1);
- the defect arose after handover to the User as a result of improper storage or use;
- packaging integrity was compromised through the User’s fault;
- there is no evidence that the goods were purchased through the Application.
A reasoned refusal is sent to the User within the review period (clause 3.4).
6. Dispute resolution
Disputes are resolved through negotiation. Claims are submitted in writing to spharma.uz@gmail.com and are reviewed within up to 30 (thirty) days. If no agreement is reached, the dispute is referred to the courts in accordance with the legislation of the Republic of Uzbekistan.
7. Amendments to this Policy
The Company may amend this Policy by publishing a new version. Amendments do not apply to orders placed before the new version is published. Governing law — the legislation of the Republic of Uzbekistan.
8. Contact details
| Company | Spharma LLC |
|---|---|
| State registration | Reg. #2435800 |
| TIN | 311 243 300 |
| Licence | No. 305417 for pharmaceutical activity |
| Address | Tashkent, Yunusabad district, Beg’ubor MFY, 18 mavzesi |
| spharma.uz@gmail.com |