At GoRocky, we provide a technology platform connecting users with licensed medical professionals and pharmacies. This policy governs cancellations, refunds, and returns for services and products facilitated through our platform and is designed to comply with the relevant Philippine laws, including but not limited to Food and Drug Administration (FDA), Department of Health (DOH), and Department of Trade and Industry (DTI) guidelines and issuances.
1. Core Refund and Return Policy
1.1 Consultation Outcome Determines Refund Eligibility
If a licensed medical professional determines that a customer/patient is not a suitable candidate for the prescribed treatment, the order will be cancelled, and a full refund will be automatically processed.
If approved for treatment:
- For readily available prescription medicine (Sildenafil (50mg), Sildenafil (100mg), Tadalafil (10mg), Tadalafil (20mg), Finasteride (5mg), Finasteride (1mg), Viagra (25mg), Viagra (50mg), Viagra (100mg), Cialis (20mg), & Ozempic pens), payment becomes strictly non-refundable once the medicine has been dispensed by the partner pharmacy and turned over to the courier.
- For compounded products (Compounded Semaglutide (4mg), Compounded Semaglutide (8mg), Compounded Semaglutide (16mg), Compounded Tirzeparide (50mg), Compounded Tirzeparide (75mg), Compounded Tirzeparide (150mg), Finoxidil Spray, Finoxidil Capsules, & Oral Minoxidil Capsules), a cancellation can no longer be processed if the pharmacy has already started compounding the product.
- Compounded prescription medicines are personalized, compounded, or allocated specifically for the customer/patient and cannot be returned, restocked, or reused, in compliance with Section 18 of the Implementing Rules and Regulations of RA 10918 and FDA regulations.
2. Order Cancellations
Pursuant to 1.1 above, a customer/patient may request a cancellation of his/her order and may be granted a full refund:
- For readily available prescription medicine before the same is dispensed by the partner pharmacy and turned over to the courier.
- For compounded products before the compounding pharmacy starts the compounding process. For clarity, compounding is deemed to have started once a licensed pharmacist has performed any of the necessary steps for drug preparation after verifying a validly issued prescription, including calculations, mixing, assembling, packaging, or labeling of a drug.
Once the readily available prescription has been shipped or compounded, cancellations and refunds are no longer allowed. Cancellation requests must be sent to [email protected] with your order details.
3. Non-Returnable Items
- Prescription medications.
- Compounded or personalized products.
- Items that have been opened, used, or tampered with.
4. Exceptions – Replacement for Damaged, Defective, or Incorrect Items
While payments made pursuant to the customer/patient being approved for treatment are non-refundable, GoRocky allows the replacement of damaged, defective, or incorrect items delivered.
Requests for replacement shall be made by notifying GoRocky at [email protected] within 7 days of delivery. The email request should include: customer/patient’s full name; product name of the item delivered; and the description and proof of why the product is being replaced. The attachment of videos and/or photos showing the issues for damaged, defective, or incorrect items is encouraged to help facilitate verification.
GoRocky shall have the right to verify whether an item is damaged, defective, or incorrect. For this purpose, GoRocky may request reasonable proof from the customer/patient (such as photos, videos, or return of the product). If verification fails to establish that the item is damaged, defective, or incorrect, GoRocky may decline the request for replacement or refund. However, such verification shall not be unreasonably denied.
After verification and upon approval, a replacement or refund will be arranged at no extra cost for the customer/patient.
5. Procedure upon Approval
- Upon GoRocky’s verification, the customer/patient will receive a notice of approval of the refund/replacement request.
- Refunds and replacements shall be processed within 5-10 business days from GoRocky’s notice of approval.
- Approved refunds are returned primarily via the original payment method used by the customer/patient, or any other means as may be agreed upon and approved by GoRocky.
6. Adverse Reactions to Products
Suspected adverse reactions (not necessarily related to item defects) should also be reported immediately to GoRocky’s Customer Support at [email protected]. Such reports will be escalated to the licensed pharmacy and regulatory authorities as required by FDA/DOH.
.svg){kind=small}