Because we sell medicines and are paid in cryptocurrency, our policy is built around one promise: if an order does not reach you in the condition you paid for, we put it right, by reshipping or by store credit. Here is exactly how that works.
Returns
We do not accept returns of medicines. Once a sealed product has left our warehouse it cannot be resold, in the same way a pharmacy cannot take back what it has dispensed. Please check the product, strength and pack size before you check out; changes are free until dispatch.
Missing, wrong or damaged items
Email [email protected] within 7 days of delivery with:
- your order number,
- photos of the outer parcel and the packing slip,
- photos of the items you received and any damage.
Keep everything that arrived. We do not ask you to send anything back. Within 7 days of receiving the photos we resend the missing or damaged items, at no cost.
Parcels stopped by customs
Under the reshipping guarantee a seized parcel is reshipped once, free of charge, if it weighed 360 g or less and you send us the customs letter or tracking showing the seizure. Andractim gel is reshipped for a flat 7 euros.
Seized parcels are reshipped, not refunded. The goods were dispatched in good faith and the shipping cost was spent; the guarantee exists so that you still receive your order, and it is priced into everything we sell.
Lost parcels
If tracking shows no movement for 25 business days, the parcel is treated as lost and you choose between a free reshipment and store credit for the full value of the order.
Store credit
Store credit is added to your PCTMart account, never expires, and is applied at checkout on any future order. If you paid as a guest, we will create an account for you at the email used on the order.
Refunds
Refunds are made in the cryptocurrency you paid with, to a wallet address you give us, and only in these situations:
- You cancel before the order is dispatched.
- A product you ordered turns out to be unavailable and you do not want a substitute.
- We are unable to reship a lost or damaged order and you do not want store credit.
The refund is the amount received in crypto less the network fee for sending it back. Because exchange rates move, the value in your local currency may differ slightly from the day you paid. Refunds are sent within 5 working days of being agreed.
What is not covered
- Parcels delayed in transit but still moving (see the 25 business day rule above).
- Parcels returned or lost because of an incorrect or incomplete address given at checkout.
- Products that were ordered in the wrong strength or pack size.
- Claims made more than 7 days after delivery.
How to make a claim
Email [email protected] with your order number and the evidence listed above. We reply within a day, usually within hours, and tell you what happens next.