Return & Refund Policy

Cuba Pharmaceutical is committed to providing quality products and a transparent shopping experience. Please read our Return & Refund Policy carefully before placing an order.

1. Return & Refund Eligibility

Customers may request a return, replacement, or refund in the following situations:

• The product delivered is damaged, defective, or incorrect.
• The product received is materially different from its description or the product agreed upon at the time of purchase.
• The product is eligible for return under the applicable law or the specific return terms displayed at the time of purchase.
• A return or refund request is submitted within 7 days of delivery, where this timeframe applies under our voluntary return policy.

2. Non-Returnable Items

The following items are generally not eligible for voluntary returns or change-of-mind refunds:

• Opened, used, or tampered products where the return is requested for personal preference or a change of mind.
• Products with broken seals or missing original packaging, except where the issue is attributable to the seller or another remedy is required by law.
• Customized products or specially prepared formulations, subject to applicable consumer rights.
• Completed consultations or services, except where a refund is due under the applicable service terms or law.
• Products damaged due to improper storage, misuse, or handling after delivery, where supported by verification.

3. Return & Replacement Process

4. Refund Policy & Timeframe

• Refunds will be provided for eligible claims in accordance with applicable law and the terms of the order.
• Where appropriate, customers may be offered a replacement or refund.
• Approved refunds will generally be initiated within 7–10 business days, subject to applicable legal deadlines and payment processing requirements.
• For prepaid orders, refunds will normally be issued to the original payment method wherever possible.
• For COD orders, eligible refunds may be processed through a verified bank account or another mutually agreed lawful method.
• Any refund deductions or non-refundable charges will be applied only where legally permissible and clearly disclosed.

5. Order Cancellation Policy

• Customers may request cancellation before the order is dispatched.
• Cancellation requests received after dispatch may not be eligible for ordinary cancellation, but applicable statutory cancellation and refund rights will remain unaffected.
• For prepaid orders successfully cancelled before dispatch, eligible refunds will be initiated according to the refund policy.
• If an order cannot be fulfilled by us, the customer will be informed and any refund due will be processed as required by law.

6. COD Orders & Delivery Refusal

7. Verification & Fraud Prevention

• Each return and refund request will be reviewed using available order records, product details, photographs, courier information, and other relevant evidence.
• Customers must provide truthful and accurate information when submitting a claim.
• We may investigate repeated, inconsistent, or potentially fraudulent claims and request additional reasonable verification.
• A claim may be declined if the available evidence establishes that it is not eligible under the disclosed policy and applicable law.
• No claim will be rejected solely because a customer cannot provide an unboxing video or because a product’s seal has been opened when the complaint concerns a potentially defective or incorrect product.

8. Important Terms & Conditions

• Customers should check the package and product details promptly after delivery and report any visible issue as soon as reasonably possible.
• All eligible returns, replacements, and refunds are subject to verification and applicable consumer protection laws.
• The company will communicate the reason for any rejected claim and the available next steps.
• Nothing in this policy excludes or restricts any consumer’s rights or remedies available under applicable law.

9. Policy Updates

This Return & Refund Policy may be updated from time to time. The version applicable to an order will be determined in accordance with applicable law and the terms disclosed at the time of purchase. Any changes will be published on this page.