Refund, Return & Cancellation Policy

ONVE+ is a technology platform facilitating transactions between users and independent licensed pharmacies. Medicines are sold by the respective pharmacy, while ONVE+ facilitates technology, payment and delivery services. Refunds relating to medicines may therefore be subject to verification and approval by the respective pharmacy in accordance with applicable law.

If the pharmacy cancels your order due to product unavailability, invalid prescription, regulatory restrictions, operational reasons or any other lawful reason:

Any amount paid by the User shall be refunded through the original mode of payment in accordance with Clause 9.

If a pharmacy does not accept or respond to your order within 15 minutes, the order is automatically cancelled and any amount paid by you shall be refunded through the original mode of payment. Such timeline may be extended in the event of technical issues, connectivity failures or other circumstances beyond ONVE+'s reasonable control.

If you receive an incorrect, damaged, defective or tampered medicine or healthcare product, you must:

• Contact support within 24 hours of delivery
• provide photographs of the product, packaging, invoice and the issue, together with any other information reasonably requested by ONVE+; and
• cooperate with any verification process undertaken by ONVE+ and/or the partner pharmacy.

All refund or replacement requests shall be subject to verification. If the claim is found to be valid, ONVE+ and/or the partner pharmacy will arrange an appropriate replacement or process a partial or full refund, as applicable, in accordance with this Policy and applicable law.

Subject to verification and applicable law, return, replacement or refund requests may be considered in the following circumstances:

• wrong medicine or healthcare product delivered;
• incorrect quantity supplied;
• expired, defective, damaged or tampered product;
• successful payment but non-delivery of the order; or
• duplicate payment or other payment-related error.

Where only part of an order is cancelled, unavailable or eligible for refund, the refund shall be limited to the affected item(s). Successfully delivered items shall not be eligible for refund except as expressly provided under this Policy.

All cancellation, return and refund requests are subject to verification by ONVE+ and/or the respective partner pharmacy. ONVE+ may require photographs, invoices, packaging details or other supporting information before processing any claim.

• Refunds are processed via the original payment method.
• Refunds are ordinarily initiated within 5–7 business days, subject to the timelines of the payment service provider and the issuing bank.
• Cash refunds are not available.

The following shall generally not be eligible for return or refund:

• Medicines that have been opened or used
• Schedule X (controlled substances) once dispensed
• Items correctly delivered as per the order, except where required under applicable law; and
• requests based solely on change of mind or incorrect orders placed by the User.

ONVE+ reserves the right to reject any fraudulent, abusive or misleading cancellation, return or refund request, suspend or terminate user accounts, and take appropriate legal or other action where misuse of this Policy is suspected.

Nothing contained on the Platform or in this Policy constitutes medical, pharmaceutical or professional healthcare advice. Users should consult a qualified medical practitioner or registered pharmacist before using any medicine or healthcare product.

ONVE+ acts solely as a technology platform facilitating transactions between Users and licensed partner pharmacies. Refund decisions relating to medicines are subject to verification, applicable law and the policies of the respective pharmacy. To the maximum extent permitted by law, ONVE+'s aggregate liability under this Policy shall not exceed the platform and delivery charges paid by the User for the relevant order.

ONVE+ may modify this Policy from time to time. Any updated version will be published on the Platform with the revised "Last Updated" date and shall become effective upon such publication.

For any queries, complaints or grievances relating to cancellations, returns or refunds, you may contact:

Response Time: ONVE will endeavour to acknowledge and address grievances within the timelines prescribed under applicable law.