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Returns & refunds

Unopened, in-date items can come back within 30 days. Anything damaged, defective or wrong is our problem to fix — tell us within 7 days and you pay nothing. There is no restocking fee.

What can come back

Unopened, in-date OTC products — Returnable

Returnable within 30 days of delivery or pickup, in the original packaging, for a refund of the product price.

Anything damaged, defective or not what you ordered — Returnable

Tell us within 7 days and we replace it or refund it in full, including what you paid for shipping. You do not pay to send it back, and you do not need the original packaging.

Opened OTC medicines — Not returnable

Not returnable. Once a medicine has left the pharmacy nobody can attest to how it was stored or whether the seal was disturbed, so it cannot go back on the shelf for the next person. If an opened product is faulty, that is the row above — contact us.

Prescription medicines — Not returnable

A dispensed prescription cannot be returned or exchanged. This is a board-of-pharmacy rule about the integrity of the drug supply rather than a store policy, and it applies even to an unopened package. If there is a problem with a prescription, call the pharmacy — we will sort it out with your prescriber.

Refrigerated and temperature-sensitive items — Not returnable

Not returnable once they have left our control, for the same cold-chain reason. Contact us on the day of delivery if something arrives warm.

Thermometers, breast pumps and other personal-use items — Ask us first

Returnable only if the hygiene seal is intact. Contact us before sending anything back.

How to start a return

  1. Email us your order number and what you would like to return.
  2. We reply with return instructions and, where the return is our error, a prepaid label.
  3. Send the item back or bring it to the pharmacy counter — whichever is easier.
  4. Once it arrives we issue the refund to your original payment method. It posts in 5–10 business days.

Email gwbpharmacy@gmail.com or call (212) 933-0082. You can also bring the item and your receipt to the counter at 4211 Broadway, Suite 27.

How refunds work

  • We do not charge a restocking fee.
  • Return shipping is on us when the return is our error. Otherwise it is yours, and bringing the item to the counter costs nothing.
  • A full refund reverses the reward points that order earned, and puts back any points you redeemed on it. Your balance ends up where it started.
  • Sales tax is refunded with the product price. Shipping you paid is refunded only when the return is our error.
  • Refunds go back to the card or wallet you paid with. We cannot refund to a different method.

Prescriptions

A dispensed prescription can never be returned or exchanged, even unopened. That is a board-of-pharmacy rule protecting the integrity of the drug supply, not a store policy — once a medicine has left the pharmacy, nobody can attest to how it was handled, and it cannot be given to the next patient. If something is wrong with a prescription, call us. We will work it out with your prescriber at no cost to you.

Recalls

If a product you bought from us is recalled, you do not need this page. Bring it in or call us and we will refund it in full, regardless of how long ago you bought it or whether it has been opened.

This policy covers purchases from GWB Pharmacy LLC. Nothing here limits your rights under New York or federal consumer-protection law. Questions about an order in flight are answered on the help page, and the full terms of sale are in our Terms of Service.