At Avicenna Pharmaceutical, we prioritize the safety, integrity, and regulatory compliance of all medical and pharmaceutical products we distribute. Because of strict industry regulations, most items cannot be returned once shipped.
Please read our policy carefully before placing an order.

1. Prior Authorization Required

All returns must be approved in advance by our Customer Support team.
Unauthorized returns will be rejected and no refund will be issued.

To request a return authorization (RA), contact:
📧 cs@avicenna-pharma.us
📞 1-844-696-3450

2. Non-Returnable Items

Due to FDA, DEA, state board, and safety regulations, the following items cannot be returned under any circumstances:

• Pharmaceuticals (Rx or OTC)
• Vaccines or temperature-sensitive products
• Diagnostics, testing kits, and laboratory items
• Opened or partially used products
• Sterile supplies (syringes, needles, vials, etc.)
• Allergy extracts and immunotherapy products
• Expired, damaged, or improperly stored items
• Any item marked non-returnable or special order

If an item is defective or incorrect due to our error, please notify us within 48 hours of delivery.

3. Eligible Returns (If Approved)

If a return is approved, the following conditions must be met:

• Item must be unopened, unused, and in original packaging
• Item must be returned within 7 days of receiving authorization
• Item must be shipped using a trackable service

Approval is not guaranteed and is evaluated case-by-case.

4. Restocking Fees

All returns (if approved) are subject to a restocking fee, typically:

15% – 35% depending on product type and condition.

This fee covers inspection, regulatory processing, and reinventory procedures.

5. Shipping Charges

Shipping fees are non-refundable.

If a refund is approved, the following may be deducted:

• Original outbound shipping cost
• Return shipping cost (if provided by us)
• Restocking fee

Refunds apply only to the item cost after deductions.

6. Damaged or Incorrect Items

If you receive a damaged, incorrect, or missing item:

• Notify us within 48 hours of delivery
• Provide photos of the product and packaging
• Keep all original packaging until resolution

We will replace or credit the item if the issue was caused by us or the carrier.

7. Refund Processing Time

Once a return is received and inspected, refunds are processed within:

5–10 business days

Refunds are issued to the original payment method only.