Returns and refunds

This is a translation for convenience. The Armenian version is legally binding.

Effective from 21 October 2026.

These rules form an integral part of the Public offer and terms of sale of ABAPharm (the “Seller”). They govern returns of products bought by the buyer (the “Buyer”) on www.abapharm.am (the “Website”), claims concerning product quality and refunds. Returns or exchanges not provided for by these rules or by law are not accepted.

1. Inspection on receipt

• On receipt and in the presence of the courier, the Buyer must check the products, quantities, packaging integrity and expiry dates and immediately report any visible damage, shortage or wrong product to the courier. The Buyer may refuse a product with such a deficiency at handover; it is then not charged, or its price is refunded.
• Claims concerning visible damage, shortages or wrong products that could have been detected by such a check but were not raised at handover may be refused. Claims for hidden defects are handled under section 4.
• The risk of accidental loss of or damage to the goods passes to the Buyer on actual receipt (Article 24.11 of the RA Law on Consumer Rights Protection). The Seller is not responsible for damage resulting from storage, transport or use of the product after handover.

2. Medicines

• Under Article 25(7) of the RA Law on Medicines, a medicine of proper quality sold by a pharmacy is not exchanged or accepted back. This applies to all medicines ordered on the Website, whether or not the packaging has been opened.
• The Seller replaces a medicine with the same medicine or refunds its price only where:
  • the medicine, dose, form or quantity delivered does not match the approved order;
  • the packaging was damaged or opened at handover and this was reported at handover;
  • the expiry date had passed at handover;
  • the medicine has a quality defect or has been recalled by the competent authority or the manufacturer.
• Claims are submitted in accordance with section 4.

3. Non-medicine products: withdrawal within 14 days

For non-medicine products (cosmetics, hygiene products, baby-care products, medical devices and other goods), the Buyer may withdraw from the contract without giving a reason within 14 days of the day of receipt (Article 24.4 of the RA Law on Consumer Rights Protection). Where the products of one order are delivered separately, the period runs from receipt of the last product.

Conditions

• the product has not been used, has retained its marketable condition and consumer properties, and is returned complete, in its original packaging, with all labels, inserts and accessories;
• sealed products that are not returnable for health protection or hygiene reasons are accepted only with the factory seal intact (see the list below);
• the original cash register receipt or another document proving the purchase from the Seller is presented;
• the withdrawal notice is given and the product is returned within the time limits below.

Not returnable

Under Article 24.9 and Article 23(2) of the RA Law on Consumer Rights Protection, the following are not returnable:

• sealed products that are not returnable for health protection or hygiene reasons, if unsealed after handover, including cosmetics and skin-care products, oral-care products, contact lenses and lens solutions, intimate-hygiene products, diagnostic tests, condoms, dietary supplements, baby-feeding and baby-care items that come into contact with the body, and medical devices for individual use;
• products liable to deteriorate quickly or whose quality may change, including baby food and products requiring a special storage temperature;
• products made or personalised to the Buyer’s order;
• other products listed in Article 23(2) of that Law.

Procedure

1. Notice. Within 14 days of receipt, the Buyer notifies the Seller of the withdrawal in an unambiguous form, preferably by email to info@abapharm.am or in writing at an ABAPharm pharmacy, stating the order number, the products and the quantity. A notice given by phone should be confirmed by email. The Buyer bears the burden of proving that the notice was given in time (Article 24.5 of the Law).
2. Return of the product. No later than 14 days after the notice, the Buyer hands the product over at any ABAPharm pharmacy in Yerevan (addresses on the Pharmacies page). At the Buyer’s request, the product may be collected by courier for 1,000 AMD. The cost of returning the product is borne by the Buyer (Article 24.8(2) of the Law).
3. Inspection. The product is inspected on receipt. A product that does not meet the conditions above is not accepted and is returned to the Buyer.
4. Refund. The Seller refunds the price within 14 days of receiving the notice, to the payment method used (Article 24.7(1) of the Law). The Seller may withhold the refund until it has received the product back or the Buyer has provided proof of having sent it back (Article 24.7(3) of the Law).
5. Diminished value. If the value of the product has diminished as a result of its use other than for its intended purpose, the Seller deducts the amount of that diminished value from the refund (Article 24.8(2) of the Law).
6. Delivery fee. The standard delivery fee is refunded only if the Buyer withdraws from the entire order. The additional cost of a delivery method other than the standard one is not refunded (Article 24.7(2) of the Law).

4. Defective, expired, damaged or wrong products

• If a product has a defect, had expired at handover or does not match the approved order, the Buyer may exercise the remedies provided by law (in particular, replacement with an identical product, a price reduction or a refund). For medicines, section 2 applies.
• The claim must state the order number and describe the defect and, where relevant, include photos of the product, its packaging, the batch number and the expiry date. The product is presented with its packaging and proof of purchase. Claims may be made within the time limits set by law, including within the product’s shelf life or warranty period.
• The Seller may check the quality of the product before deciding on the claim; the Buyer is entitled to be present at the check. If the Buyer disputes the result, an expert examination is carried out as the law provides.
• The claim is rejected if the defect arose after handover as a result of improper storage, transport or use of the product, breach of the package leaflet instructions, or actions of the Buyer or third parties. In that case the Buyer reimburses the costs of the examination and transport where the law so provides.
• If the claim is justified, the Seller bears the cost of returning the product: it may be handed in at any ABAPharm pharmacy in Yerevan or is collected free of charge by the Seller’s courier.
• Justified claims are met within the time limits set by law.

5. Refunds when an order is declined, changed or cancelled

For an order paid online, the full amount or the difference is refunded where:

• the order was declined by the pharmacist or by the Seller in accordance with the terms of sale (for example, a product is out of stock or a valid electronic prescription is missing);
• the Buyer accepted a reduced order (the difference is refunded);
• the Buyer refused a reduced order or did not answer within 48 hours, and the order was cancelled;
• the Buyer cancelled the order before approval;
• the payment was received after the order had been cancelled (for example, after the 30-minute payment window had expired).

Where the order was not handed over or was refused through the Buyer’s fault, the Seller may, to the extent permitted by law, withhold the delivery fee and other necessary expenses from the refund.

6. Refund method and time limit

• Bank card: the amount is refunded to the same card. The time needed to credit it depends on the Buyer’s bank.
• Idram: the amount is refunded to the same Idram wallet.
• Cash on delivery: nothing is charged before delivery, so a cancelled order requires no refund. An amount paid in cash is refunded in cash at an ABAPharm pharmacy or by transfer to a bank account given by the Buyer, within the limits set by the legislation on cashless transactions.
• Refunds under section 5 are made within 14 days of the decline, change or cancellation of the order; refunds on withdrawal are made in accordance with section 3. The Seller is not responsible for delays caused by banks or payment systems.

7. Contact

Claims and withdrawal notices are submitted by email to info@abapharm.am, at 59/5 Karapet Ulnetsi St, Yerevan, or at any ABAPharm pharmacy in Yerevan. Phone: +374 10 202032 (daily 9:00–24:00).