P-Hub Return & Credit Policy

1. Purpose

This Return & Credit Policy outlines the conditions under which products purchased through the P-Hub Ordering Platform may be returned, replaced or credited. The policy is intended to ensure fair, efficient and transparent handling of all return requests.

2. Eligible Returns

Returns may be accepted under the following circumstances:

• Wrong product supplied by P-Hub.
• Incorrect quantity supplied (short or excess supply).
• Products damaged during transportation.
• Manufacturing defects.
• Product recalls initiated by the manufacturer or relevant regulatory authority.
• Products supplied with an expiry date shorter than the minimum shelf life agreed by P-Hub.

All return requests are subject to verification and approval by P-Hub.

3. Return Notification

Members must notify P-Hub within the following timeframes:

The following information must be provided:

• Invoice number
• Product name
• Batch number (if applicable)
• Quantity
• Reason for return
• Clear photographs (for damaged or defective products)

Failure to notify within the specified period may result in the return request being declined.

4. Non-Returnable Products

Returns or credits will not be accepted for:

• Products ordered incorrectly by the member.
• Products that have been opened, used or tampered with.
• Products with damaged or missing original packaging.
• Products improperly stored or handled after delivery.
• Expired products while in the member's possession.
• Special indent or non-stock items ordered specifically for a member.
• Cold chain products unless quality issues are attributable to P-Hub or its logistics provider.
• Clearance, promotional or non-returnable items.
• Products accepted by the member with short expiry.

5. Expiry Policy

Unless otherwise agreed in writing:

• Prescription medicines will be supplied with a minimum remaining shelf life of 9 months.
• OTC medicines, supplements and OEM products will be supplied with a minimum remaining shelf life of 12 months.
• Products with a shorter expiry period will only be supplied after the member has agreed to accept them.

6. Return Inspection

All returned products are subject to inspection by P-Hub.

P-Hub reserves the right to reject any return if:

• The product is not in saleable condition.
• The return request does not comply with this policy.
• The product has been altered, repacked or damaged after delivery.

7. Credit Notes & Replacement

Where a return is approved, P-Hub may, at its discretion:

• Issue a Credit Note;
• Replace the product with the same item; or
• Provide an alternative product of equivalent value with the member's agreement.

Credit Notes:

• Will normally be processed within 7–14 working days after approval.
• Are non-transferable.
• Cannot be exchanged for cash.
• May only be used to offset future purchases through the P-Hub Ordering Platform.

8. Product Recalls

In the event of a manufacturer or regulatory recall:

• P-Hub will notify affected members as soon as practicable.
• Members must immediately stop selling or distributing the affected product.
• Members shall follow the return instructions issued by P-Hub.
• Credit or replacement will be processed in accordance with the manufacturer's recall programme.

9. Transportation Costs

Where the return is due to:

• Wrong product supplied;
• Short supply;
• Damage during delivery;
• Manufacturing defects; or
• Product recall,

P-Hub will bear the transportation cost.

Where the return is due to reasons not attributable to P-Hub, transportation and handling charges shall be borne by the member.

10. Discretion

P-Hub reserves the right to make the final decision on all return, replacement and credit requests.

Any exception to this policy shall be considered on a case-by-case basis.

11. Acceptance of Policy

By placing an order through the P-Hub Ordering Platform, members acknowledge that they have read, understood and agreed to be bound by this Return & Credit Policy and any amendments issued by P-Hub from time to time.