Refund & Cancellation Policy
Our Commitment to You
OSOTCAM is committed to delivering the right medicines to the right person, safely and on time. We understand that issues can arise — medicines may arrive incorrect, damaged, or not at all. This policy sets out clearly when you are entitled to a refund or cancellation, how to request one, and how quickly it will be resolved. We aim to make the process as simple and fair as possible.[cite: 10]
1. Scope and Overview
This Refund and Cancellation Policy ("Policy") applies to all orders placed by consumers ("you") through the OSOTCAM platform at osotcam.com or any associated OSOTCAM mobile application.[cite: 10] It governs your rights to cancel an order, request a refund or replacement, and receive compensation for service failures.[cite: 10]
OSOTCAM operates as a marketplace intermediary connecting consumers with independently licensed Partner Pharmacies.[cite: 10] The sale contract for medicines is between you and the Partner Pharmacy.[cite: 10] However, OSOTCAM accepts responsibility for facilitating fair resolution of issues arising from orders placed on its platform, and Partner Pharmacies are contractually bound to honour the refund and replacement obligations set out in this Policy.[cite: 10]
This Policy should be read alongside the OSOTCAM Terms of Use and Privacy Policy, both available at osotcam.com/legal/terms and osotcam.com/legal/privacy.[cite: 10]
2. Quick Reference — Eligibility Summary
The table below provides a quick-reference guide to the most common scenarios.[cite: 10] Full details for each scenario are set out in the sections that follow.[cite: 10]
| Scenario | Eligible for Refund? | Resolution |
|---|---|---|
| Wrong medicine delivered | Yes | Full refund or replacement within 24 hours of report[cite: 10] |
| Correct medicine but wrong quantity | Yes | Replacement of shortfall or partial refund[cite: 10] |
| Medicine damaged or tampered packaging | Yes | Full refund or replacement within 24 hours of report[cite: 10] |
| Expired medicine delivered | Yes | Full refund or replacement — immediate priority[cite: 10] |
| Order not delivered within window | Yes | Full refund if confirmed undelivered after investigation[cite: 10] |
| Medicine out of stock after confirmation | Yes | Full refund within 1 business day[cite: 10] |
| You ordered the wrong medicine | Case-by-case | No refund if medicine is unsealed and dispensed[cite: 10] |
| You changed your mind (order confirmed) | No | Cancellation only if pharmacy has not started preparation[cite: 10] |
| Prescription rejected by pharmacist | Yes | Full refund of any pre-payment within 1 business day[cite: 10] |
| Duplicate order placed by mistake | Case-by-case | Cancellation if reported within 5 minutes of placement[cite: 10] |
| Allergic reaction (not contraindicated) | No | Consult your physician — not eligible for platform refund[cite: 10] |
| Delivery delayed but order arrived | Case-by-case | Delivery fee waiver or credit voucher at OSOTCAM discretion[cite: 10] |
| Pharmacy cancelled your order | Yes | Full refund within 1 business day[cite: 10] |
| Platform technical error in order | Yes | Full refund or correction[cite: 10] |
How to read the eligibility column:
- "Yes" — you are entitled to a refund or replacement as described.[cite: 10]
- "No" — the scenario does not qualify under this Policy.[cite: 10]
- "Case-by-case" — OSOTCAM will assess the specific circumstances and determine the appropriate remedy.[cite: 10] We aim to resolve case-by-case situations within 3 Cambodian business days.[cite: 10]
3. Situations that qualify for a refund or replacement
3.1 Wrong medicine delivered
If you receive a medicine that is different from what you ordered — including a different drug name, formulation, strength, or brand — you are entitled to either:
- A full replacement of the correct medicine at no additional charge, to be delivered within the next available delivery window; or[cite: 10]
- A full refund of the amount paid for that item, including any applicable delivery fee if the wrong medicine was the only item ordered.[cite: 10]
You must report the error within 24 hours of delivery confirmation.[cite: 10] Photo evidence of the product label may be requested.[cite: 10]
3.2 Incorrect quantity delivered
If you receive fewer units than ordered and paid for, OSOTCAM will arrange:
- Delivery of the missing quantity at no additional charge; or[cite: 10]
- A proportional partial refund for the undelivered units.[cite: 10]
If you receive more units than ordered, please contact us — you are not required to pay for excess items delivered in error, and OSOTCAM will arrange collection or write off the excess at its discretion.[cite: 10]
3.3 Damaged, unsealed, or tampered products
If the medicine you receive is physically damaged (e.g. crushed tablets, cracked packaging, broken seal); shows signs of tampering (e.g. re-sealed, altered labelling, missing dosage sticker); or leaking or compromised in any way that affects its integrity or safety — you are entitled to a full refund or replacement.[cite: 10] Do not consume the product.[cite: 10] Photograph the packaging before disposing of it, and report the issue within 24 hours of delivery.[cite: 10]
If you suspect a medicine may have been tampered with or is otherwise unsafe, do not use it.[cite: 10] Contact OSOTCAM immediately and, if you have already taken any of the product and experience adverse effects, seek medical attention and contact the Cambodian Ministry of Health.[cite: 10]
3.4 Expired medicine delivered
Delivery of an expired medicine is a serious breach of pharmacy standards under Cambodian MoH regulations.[cite: 10] If you receive a medicine past its expiry date:
- You are entitled to a full immediate refund of the item and any associated delivery fee;[cite: 10]
- OSOTCAM will escalate the matter to the Partner Pharmacy and may temporarily suspend the pharmacy's listings pending investigation;[cite: 10]
- OSOTCAM may refer the matter to the Cambodian Ministry of Health Pharmaceutical Regulatory Department if warranted.[cite: 10]
Report expired medicines within 48 hours of delivery.[cite: 10] Please retain the product and photograph the expiry date printed on the packaging.[cite: 10]
3.5 Non-delivery of order
If your order is marked as delivered but you have not received it, or if a confirmed order has not arrived within 60 minutes of the stated estimated delivery window:
- Contact OSOTCAM support via Telegram @osotcam_support or the in-app chat;[cite: 10]
- OSOTCAM will investigate with the assigned delivery partner within 2 hours;[cite: 10]
- If the order is confirmed undelivered, you will receive a full refund within 1 business day, or a re-delivery at no charge at your preference.[cite: 10]
OSOTCAM may request additional verification such as CCTV confirmation from the delivery partner before issuing a refund for non-delivery claims.[cite: 10] This is a security measure to protect all parties and does not imply any presumption against the customer.[cite: 10]
3.6 Out-of-stock cancellation by pharmacy
If a Partner Pharmacy accepts your order but subsequently cancels due to an item being out of stock: OSOTCAM will notify you immediately via app notification and/or Telegram; you will receive a full refund of any pre-payment within 1 Cambodian business day; and OSOTCAM may suggest an alternative pharmacy with the same product in stock, at your option.[cite: 10]
3.7 Prescription rejected by pharmacist
If a pharmacist at the Partner Pharmacy declines to dispense a prescription-only medicine because the prescription is invalid, expired, or does not match the ordered medicine, or the pharmacist has a professional clinical concern about dispensing — the order will be cancelled and any pre-payment fully refunded within 1 Cambodian business day.[cite: 10] Prescription rejection decisions by licensed pharmacists are final and cannot be overridden by OSOTCAM or the consumer.[cite: 10]
3.8 Platform or technical error
If a technical error on the OSOTCAM platform causes an incorrect order to be placed, a duplicate charge, or a failed transaction where payment was debited but no order was created, OSOTCAM will correct the order or issue a full refund, as appropriate, and process the correction within 1 Cambodian business day of the error being confirmed.[cite: 10]
4. Situations that do not qualify for a refund
The following situations are generally not eligible for a refund under this Policy.[cite: 10] This approach is consistent with standard delivery platform practices in Cambodia and regionally and reflects the nature of pharmaceutical products, which carry special handling and safety considerations.[cite: 10]
4.1 Change of mind after pharmacy preparation
Once a Partner Pharmacy has accepted and begun preparing your order, cancellation is generally not possible.[cite: 10] Medicines are prepared specifically for each order and cannot be restocked once dispensed.[cite: 10] If you wish to cancel immediately after placing an order, you must do so within 5 minutes of placement, before the pharmacy accepts it.[cite: 10]
4.2 User ordering error
If you order the wrong medicine (e.g. incorrect strength, incorrect sky, or quantity entered in error) and the correct medicine has been dispensed and delivered as ordered:
- No refund will be issued if the medicine seal has been broken or the product has been used;[cite: 10]
- If the medicine is still sealed and in original condition, OSOTCAM may, at its discretion, facilitate an exchange through the Partner Pharmacy — though this is not guaranteed and pharmacies are not obligated to accept unsealed returns under Cambodian pharmaceutical regulations.[cite: 10]
4.3 Adverse reaction or clinical dissatisfaction
OSOTCAM and its Partner Pharmacies are not liable for adverse reactions, side effects, or individual responses to medicines that are correctly dispensed according to a valid prescription or standard OTC guidelines.[cite: 10] These are clinical matters and should be referred to your treating physician or the dispensing pharmacist for medical advice.[cite: 10]
4.4 Medicines consumed before reporting an issue
If you have fully consumed the medicine before reporting a quality or accuracy issue, OSOTCAM may be unable to investigate or verify the claim and reserves the right to decline the refund request.[cite: 10] This does not apply to expired medicine claims where the expiry date on the packaging is verifiable from a photograph.[cite: 10]
4.5 Delivery delays due to force majeure or traffic
Delivery delays caused by severe weather, traffic, public holidays, civil events, or other circumstances outside OSOTCAM's and the delivery partner's reasonable control do not qualify for a refund, though a delivery fee waiver or courtesy credit voucher may be offered at OSOTCAM's discretion.[cite: 10]
4.6 Promotional or subsidised orders
Orders placed using promotional codes, vouchers, or subsidised pricing may be subject to modified refund terms stated at the time of the promotion.[cite: 10] Where promotional terms conflict with this Policy, the promotion's specific terms will apply.[cite: 10]
5. Order cancellation
5.1 Cancellation by you (consumer)
You may cancel an order free of charge if: the order has not yet been accepted by the Partner Pharmacy (status: "Pending"); or you act within 5 minutes of placing the order.[cite: 10] Once the order status changes to "Accepted" or "Preparing", cancellation is no longer available and the full order amount will be charged.[cite: 10] This window mirrors the cancellation policy of major Cambodian delivery platforms.[cite: 10]
5.2 Cancellation by OSOTCAM or the Partner Pharmacy
OSOTCAM or a Partner Pharmacy may cancel your order in the following circumstances: the ordered medicine is out of stock and no substitution is available; your prescription cannot be verified or has been rejected by the pharmacist; your delivery address is outside the pharmacy's active delivery zone; we are unable to contact you to confirm delivery details within a reasonable time; a force majeure event makes fulfilment impossible; or your account is under investigation for fraud or prohibited conduct.[cite: 10] In all such cases where a pre-payment has been taken, a full refund will be issued automatically within 1 Cambodian business day.[cite: 10]
5.3 Cancellation of prescription medicine orders
Prescription medicine orders may be cancelled up to the point of pharmacist verification and dispensing.[cite: 10] Once a licensed pharmacist has dispensed a prescription medicine, it cannot be returned or refunded under Cambodian MoH pharmaceutical guidelines, unless the medicine is defective, incorrect, or expired (covered under Section 3).[cite: 10]
6. How to submit a refund or cancellation request
You may submit a refund or cancellation request through any of the following channels:
To help us process your request as quickly as possible, please provide:
- Your order number (found in your order confirmation message or in the app under Order History)[cite: 10]
- A brief description of the issue[cite: 10]
- Provide videos and photographs of the product, packaging, or delivery confirmation, where relevant[cite: 10]
- Your preferred resolution: refund, replacement, or OSOTCAM credit voucher[cite: 10]
7. Resolution timelines
OSOTCAM is committed to resolving all refund and cancellation requests promptly.[cite: 10] The table below sets out our target timelines for each stage of the process.[cite: 10]
| Step | Action | Timeframe |
|---|---|---|
| Step 1 | Initial acknowledgement of your request | Within 30 minutes (operating hours) or next morning (off-hours)[cite: 10] |
| Step 2 | Investigation and verification (photos, pharmacy confirmation) | Within 2 hours for urgent issues (expired/wrong medicine); within 1 business day for standard issues[cite: 10] |
| Step 3 | Refund decision communicated to you | Within 1 Cambodian business day of completing investigation[cite: 10] |
| Step 4 | Replacement delivery dispatched | Within the next available delivery window after decision (same day where possible)[cite: 10] |
| Step 4 (alt) | Refund initiated to original payment method | Within 1 Cambodian business day of decision[cite: 10] |
| Step 5 | Refund received in your account | See Section 8 — depends on payment method (1–7 business days)[cite: 10] |
Cambodian business days are Monday to Saturday, excluding public holidays as declared by the Royal Government of Cambodia.[cite: 10]
8. Refund methods and processing times
Refunds are returned to the original payment method used at checkout.[cite: 10] We do not issue refunds to a different account or payment method than the one used for the original transaction, except in cases where the original method is no longer active.[cite: 10]
| Payment Method | Refund Route | Processing Time |
|---|---|---|
| ABA Bank (KHQR / bank transfer) | Credited to original ABA account | 1–3 Cambodian business days[cite: 10] |
| OSOTCAM credit voucher | Credited to your OSOTCAM account wallet | Within 1 Cambodian business day[cite: 10] |
| Promotional credit / voucher used | Promotional value returned as new credit voucher; cash portion refunded separately | 1–2 Cambodian business days[cite: 10] |
OSOTCAM will notify you by in-app notification and/or Telegram message when a refund has been initiated.[cite: 10] If you have not received your refund within the timeframes above, please contact our support team with your order number and the date of the refund notification.[cite: 10]
9. Replacements
Where a replacement is offered and you choose to accept it:
- The replacement will be fulfilled by the same Partner Pharmacy where possible, or by an alternative Partner Pharmacy that has the product in stock;[cite: 10]
- No additional delivery charge will apply for a replacement dispatched due to OSOTCAM's or the pharmacy's error;[cite: 10]
- The replacement will be delivered within the next available delivery window, prioritised as same-day where operationally possible;[cite: 10]
- You do not need to return the original (incorrect or damaged) product before the replacement is dispatched — OSOTCAM may arrange collection of the original product separately at no cost to you.[cite: 10]
If you prefer a refund rather than a replacement, simply indicate this preference when you submit your report and we will process a refund instead.[cite: 10]
10. OSOTCAM credit vouchers
In some circumstances — particularly for goodwill resolutions, minor delays — OSOTCAM may offer a credit voucher to your OSOTCAM account rather than a monetary refund.[cite: 10] Credit vouchers:
- Are applied automatically to your next eligible order at checkout;[cite: 10]
- Are non-transferable and cannot be redeemed for cash;[cite: 10]
- Are valid for 90 days from the date of issue;[cite: 10]
- May not be combined with other promotional codes unless otherwise stated;[cite: 10]
- Will be forfeited upon account closure.[cite: 10]
If you prefer a monetary refund to your original payment method rather than a credit voucher, please state this preference clearly when you contact our support team.[cite: 10] We will accommodate monetary refund requests in all cases where a monetary refund is eligible under this Policy.[cite: 10]
11. Special provisions — prescription medicines
Prescription medicines are subject to additional restrictions under Cambodian pharmaceutical law.[cite: 10]
The Cambodian Ministry of Health (MoH) pharmaceutical regulations restrict the return and re-dispensing of prescription medicines once they have been dispensed.[cite: 10] The following special rules apply to prescription orders:
- A correctly dispensed prescription medicine cannot be returned or refunded simply because you no longer wish to take the medication, your doctor has changed the prescription, or you ordered in error.[cite: 10]
- Where a prescription medicine is returned due to a dispensing error (wrong drug, wrong strength, expired), OSOTCAM will arrange safe disposal of the returned product through the Partner Pharmacy and issue a full refund.[cite: 10]
- OSOTCAM does not facilitate the return of prescription medicines to Partner Pharmacies for re-sale under any circumstances, in compliance with MoH pharmaceutical guidelines.[cite: 10]
- Strict Prohibition: Controlled substances (narcotics, psychotropics) may not be ordered, returned, or exchanged through the OSOTCAM platform in any circumstances.[cite: 10]
12. Fair use — repeat or fraudulent claims
OSOTCAM operates this Policy in good faith for consumers who have genuinely experienced a problem with their order.[cite: 10] We monitor refund claims to ensure fairness to all parties, including our Partner Pharmacies.[cite: 10] OSOTCAM reserves the right to: investigate patterns of high-frequency refund claims from a single account; request additional evidence (photographs, delivery confirmation, etc.) for claims that cannot be independently verified; decline refund claims that appear to be fraudulent, abusive, or inconsistent with delivery records; or suspend or terminate the account of any user found to be submitting false or misleading refund claims.[cite: 10] False refund claims constitute a breach of the OSOTCAM Terms of Use and may be referred to Cambodian law enforcement authorities where fraud is suspected.[cite: 10]
13. Escalation and dispute resolution
If you are not satisfied with the outcome of your refund request, you may escalate the matter through the following process:[cite: 10]
Email us at support@osotcam.com [cite: 10]14. Changes to this policy
OSOTCAM may update this Policy from time to time to reflect changes in our services, delivery operations, Cambodian regulatory requirements, or market practice.[cite: 10] When we make material changes, we will:
- Post the updated Policy at osotcam.com/legal/refund-policy with a revised effective date;[cite: 10]
- Notify registered users via in-app notification or email at least 7 calendar days before the change takes effect;[cite: 10]
The updated Policy will apply to all orders placed on or after its effective date.[cite: 10] For any order placed before an updated Policy's effective date, the Policy in force at the time of order placement will apply to any refund or cancellation request for that order.[cite: 10]
15. Contact us
For all refund and cancellation requests, or questions about this Policy:[cite: 10]