Why dispensed medication can't be returned
Once medication has left the pharmacy, it can't be reallocated to another patient. If it's returned to the pharmacy for any reason, it must be disposed of.
When refunds and cancellations are possible
We can only process refunds and cancellation requests for orders that haven't yet left the pharmacy. This lines up with the "Dispensed" tag on the order status. Once an order reaches this status, it can no longer be refunded or cancelled.
💡 Tip: Either the patient or the clinician can contact Healistic directly to request a refund or cancellation before the order reaches this stage.
What happens if there's an issue with a delivered item
If a patient reports a problem with a delivered item, or it didn't arrive in acceptable condition, and the pharmacy dispensed it correctly according to the prescription, we can't resolve this directly.
Issue a new prescription with the amended item. This is needed before we can send a replacement, since the original was dispensed correctly and can't be reallocated once it's left the pharmacy.
🗒️ Note: This doesn't apply if the medication arrived damaged in transit. Damaged medication doesn't need a new prescription. See What to Do About a Delayed, Lost, or Damaged Delivery for that process instead.
Dispensing errors
A dispensing error means the pharmacy sent the incorrect item or the incorrect strength. We resolve this directly between the patient and the pharmacy. You don't need to issue a new prescription for this.
🗒️ Note: Our team responds within 30 minutes during operating hours, and typically reaches and communicates a resolution within 3 hours, depending on complexity.