Returns and exchanges
Returning medicines
For Heilsa to accept a return of medicines, you must:
Contact Heilsa’s qualified person by email at qp@heilsa.is before returning any medicines.
Fill in a return slip and include it with the shipment.
State the reason for the return.
Confirm that the medicines have been stored under the appropriate conditions from the time of receipt, where applicable.
Medicines must be shipped to Heilsa, Bæjarflöt 1, 112 Reykjavík, in a pharmaceutical container together with a temperature logger. Transport must be carried out by a carrier approved by Heilsa.
Heilsa refunds medicines sold with less than 6 months’ shelf life if they are received within one month of the expiry date.
Heilsa refunds medicines that are found to be defective.
Heilsa refunds medicines that arrive damaged, provided the complaint is received within one week of delivery.
Returning products
Returns and exchanges (does not apply to medicines).
The following rules apply to product returns to Heilsa. Enquiries about returns can be sent to heilsa@heilsa.is
General conditions for returns
A return slip must accompany every returned product. The slip must include the invoice number where a refund applies.
The shipment must be clearly marked with the sender’s name.
Heilsa only accepts returned products for the reasons listed below, unless otherwise expressly agreed in advance.
Refunds are not given for expired products unless specifically agreed with the seller.
Products that arrive damaged or are found to be defective are refunded in full, provided a detailed description of the damage or defect is included with the return.
Please note: If the value of a defective, damaged or expired product is below ISK 15,000, please contact Heilsa at heilsa@heilsa.is. Heilsa will then advise whether the product should be returned or disposed of.
If a product has been recalled it is refunded in full, provided it is returned within one month of the recall notice being issued.
A product ordered by mistake may be returned, provided the following conditions are met:
The product must be stored at room temperature.
Returns must be made within one week of delivery and in consultation with a Heilsa customer service representative.
The product must be in unbroken original manufacturer packaging.
A completed return slip must accompany the product.
Transport must be carried out by a carrier approved by Heilsa.
If Heilsa makes a fulfilment error it will be corrected without delay and at no cost to the buyer.
Products delivered in error must nonetheless be returned within one week of delivery.
Products that are damaged in transit are refunded in full, provided they are returned within one week of delivery.
The shipment must have been carried out by a carrier approved by Heilsa.