I. Consultation and Delivery Process for Medications/Goods at Vinmec Pharmacy
1.1 Scope of Application
- List of medications/goods available at the pharmacy.
- Not applicable to narcotic drugs – psychotropic drugs, refrigerated drugs, and other restricted drugs as regulated by State Management Agency at each period.
- Only applicable to individuals who are following medical examination and treatment at Vinmec and having list of prescribed medications that are suitable and updated in V-App.
1.2 Implementation Process:
- Step 1: Receive customer request.
- Step 2: Confirm payment information.
- Step 3: Pharmacy staff contact the customer to provide consultation and confirm a suitable delivery time.
- Step 4: Prepare medication and affix usage instructions with camera surveillance. Seal the package.
- Step 5: Deliver medication to the customer's address, which includes: prescribed medication/ goods following prescription (with instructions for use/advice on use) and a service fee statement/receipt of the medication, VAT invoice (if requested by the customer).
1.3 Contact Information
In urgent cases that need direct contact and immediate consultation, please contact the nearest Vinmec Hospital Pharmacy hotline:
- Pharmacy of Vinmec Times City International General Hospital: 0896.553.168
- Pharmacy of Vinmec Central Park International General Hospital: 0938.994.338
- Pharmacy of Vinmec Ha Long International General Hospital: 097.5165.603
- Pharmacy of Vinmec Hai Phong International General Hospital: 0904.265.119
- Pharmacy of Vinmec Da Nang International General Hospital: 0931.199.010
- Pharmacy of Vinmec Nha Trang International General Hospital: 0911.803.337
- Pharmacy of Vinmec Phu Quoc International General Hospital: 0981.482.180
II. Payment policies:
Customers can make payments to Pharmacy of Vinmec International General Hospital using the following two methods:
2.1 Payment via online payment gateway: Scan QR code
2.2 Payment via bank transfer: The account number will be provided by the pharmacist when contacting the customer directly.
III. Delivery Policy:
3.1 Delivery Scope:
Vinmec Hospital Pharmacy currently delivers within Vietnam and does not support international deliveries.
3.2 Delivery Time:
Delivery time is 1-2 days (within the same city as the pharmacy) or 3-5 days (outside the city where the pharmacy is located) from the date of payment completion.
Time of delivery might be extended in the following force majeure situations:
- Our staff are unable to contact the customer by phone, therefore delivery cannot be made.
- The delivery address provided by the customer is incorrect or difficult to find.
- A sudden surge in delivery volume has caused delays in processing.
- Supply is slower than expected, leading to delays in delivery, or other issues related to transportation and/or shipper.
3.3 Shipping Fee
Shipping fee will be calculated based on the delivery address and the volume of goods to be shipped. This cost will be paid on delivery when customer receives order at the delivery address.
IV. Return and Exchange Policy
4.1 Cases eligible for drug returns
- Drugs/goods on the list of recalled, banned/suspended products by Competent Authority.
- Customers experiencing allergies or adverse reactions to drugs/goods requiring discontinuation/change of medication/goods, as confirmed by their attending doctor(s).
- Customers complaining about drug quality.
4.2 Cases where medication will not be returned:
- Medications requiring special storage conditions: Refrigerated medications, medications protected from light.
- Medications that are dispensed in smaller, individual doses or are partially used, medications without original packaging, medications with changes in sensory attribute
- Purchased more than 30 days prior to the receipt date.
- Products ordered specifically for the patient's treatment needs.
- Note: Complaints regarding medication quality will be considered on a case-by-case basis.
4.3 Procedures for receiving and processing returned medication:
a. The buyer must present:
- A prescription/consultation form with confirmation from the doctor who prescribed regarding the suspected allergy or reaction.
- The receipt and VAT invoice received by the customer when purchasing the medication.
- The returned medication must have the correct batch number as issued by the pharmacy.
b. Return and Refund Procedure
- Customers must bring the product to be returned directly to the pharmacy at Vinmec International General Hospital where the purchase was made for exchange and refund.
- Refund Method: The Vinmec Hospital pharmacy will process the refund according to the hospital's policy, depending on the payment method.
- Sincerely -
To arrange an appointment, please call HOTLINE or make your reservation directly HERE. You may also download the MyVinmec app to schedule appointments faster and manage your reservations more conveniently.
