Last updated: November 2, 2026
Prescription medications
For the safety of all patients, prescription medications cannot be returned or exchanged once they have left the pharmacy, as we cannot confirm how they were stored. This is standard practice for pharmacies in Ontario.
If we made an error in dispensing your prescription, contact us right away. We will correct it at no cost to you and refund any amount you paid for the incorrect item.
Over-the-counter and front-store products
Unopened products in their original, sealed packaging can be returned within 30 days of purchase with your receipt for a refund or exchange.
Items that can’t be returned
- Any dispensed prescription medication
- Opened or used health, personal care and cosmetic products
- Thermometers, test kits and other single-use devices once opened
- Compression stockings and fitted products once worn
- Refrigerated products such as insulin, once they leave the pharmacy
- Gift cards
Damaged or faulty products
If a product is faulty or damaged when you receive it, let us know within 7 days. We’ll replace it or give you a full refund. For devices with a manufacturer’s warranty, we’ll help you make a warranty claim.
Paid services and appointments
Fees for paid services, such as travel consultations or privately paid vaccines, are fully refundable if you cancel at least 24 hours before your appointment. Cancellations with less notice or missed appointments may not be refunded. Once a service has been provided, its fee is not refundable.
How refunds are paid
Refunds go back to your original payment method. Card refunds usually appear within 5–10 business days, depending on your bank. Cash purchases are refunded in cash. Amounts paid by your drug plan are reversed with the plan directly.
How to request a return or refund
Bring the item and your receipt to the pharmacy, or contact us first:
Phone: +1 (613) 285-5263
Email: syzerman@sympatico.ca