Overview

All online orders placed through the Biogen SA website (www.biogen.co.za) are fulfilled by Dis-Chem Pharmacies (Pty) Ltd (“Dis-Chem”), a partner that provides fulfillment and careline support for Biogen SA, an independent brand offering its own range of products. This Returns Policy governs any returns or refunds related to these orders, processed in accordance with Dis-Chem Pharmacies’ framework as outlined below. This policy applies to all purchases made via the Biogen SA online store and ensures consistency with Dis-Chem’s fulfillment processes.

Returns and Refund Eligibility

If you are dissatisfied with an item purchased from the Biogen SA online store, you may return it under the following conditions:

  • Timeframe: Items must be returned within six (6) months of the purchase date, provided the product has not expired within that period.
  • Proof of Purchase: You must present the original tax invoice or order confirmation as proof of purchase.
  • Condition of Product:
    • Items must be unopened, unused, and in their original packaging, with no evidence of tampering.
    • For hygiene and health reasons, certain Biogen SA items – including clothing, gym equipment, accessories, socks – cannot be returned or exchanged once worn, used, or opened.
  • Process: Returns can be made at any physical Dis-Chem store. Alternatively, if you are unable to access a store, contact us at online@biogen.co.za to arrange a courier collection, provided the item remains in its original, unopened packaging.

Refund or Exchange Options

  • Refunds:
    • Refunds are not guaranteed and are subject to the discretion of the store manager at the point of return, based on the condition of the returned item.
    • If approved, refunds may be issued via cash, a gift card (electronic or otherwise), or by crediting the payment method used for the original purchase. Note that, depending on your payment method, there may be a delay in the funds reflecting in your account.
    • Gift cards purchased online or in-store from Biogen SA are non-refundable and cannot be exchanged for cash.
  • Exchanges:
    • Eligible items may be exchanged for a replacement at the current price, provided they meet the conditions outlined above and have not expired or been tampered with.
    • Exchanges are subject to stock availability.

Non-Returnable Items and Exceptions

  • Biogen SA and Dis-Chem Pharmacies do not accept returns for products where the packaging has been removed, opened, or tampered with, except where the item was delivered incorrectly or damaged.
  • Per South African pharmacy law, pharmacy products (e.g., medications) sold by Biogen SA may not be returned for credit unless delivered in error or defective.

Procedure for Queries or Issues

  • Order Reference: When querying a return or refund, please use your Dis-Chem order reference number, provided with your purchase confirmation. If you are unsure of this number, contact online@biogen.co.za for assistance.
  • Contact Options:
  • Online Purchases: For online orders, if an incorrect delivery address is provided or delivery is refused, resulting in the parcel being returned to Dis-Chem, additional shipping fees may apply to reprocess the return or re-deliver the item.

Limitations of Liability

  • Biogen SA and Dis-Chem Pharmacies make no representations or warranties regarding latent or patent defects in Biogen SA products. All implied conditions and warranties are expressly excluded, unless otherwise required by law.
  • Neither Biogen SA nor Dis-Chem Pharmacies shall be liable for any injury, loss, or damage arising from the use of purchased products, provided they are handled, stored, and used in a manner consistent with their intended purpose and any provided instructions.

Additional Notes