Last updated: 13 July 2026
This policy explains how pharmacy delivery and laboratory home sample collection work on HelloDr. Orders are fulfilled by independent pharmacies and laboratories ("Providers"); HelloDr provides the platform.
1. Who Fulfils Your Order
Medicine delivery and lab sample collection are carried out by the independent Provider you order from. Prices, coverage areas and timings are set by that Provider and shown before you confirm.
2. Pharmacy Delivery
- Delivery is available in the areas shown at checkout; if your area is not covered you will be informed before payment.
- Estimated delivery times are indicative and may vary with location, stock and conditions outside our control.
- Prescription medicines require a valid prescription where the law or the pharmacy requires one.
- Any delivery charge is shown before you confirm your order.
3. Laboratory Home Sample Collection
- Where offered, a phlebotomist collects your sample at your chosen address and time slot.
- Please follow any preparation instructions (for example fasting) shown for your test.
- Any home-collection charge is shown before you confirm.
- Results are delivered digitally to your HelloDr account within the lab's stated turnaround time; critical results may be flagged for follow-up.
4. Delays & Missed Attempts
If a delivery or collection cannot be completed because no one is available at the address, or the details provided are incorrect, the Provider may reattempt or reschedule. Repeated failed attempts may lead to cancellation under this policy.
5. Cancellations, Returns & Refunds
You may cancel an order before it is dispatched or before a sample is collected. Once medicines are dispatched or a sample is collected, cancellation may not be possible. For safety and hygiene reasons, medicines and collected samples generally cannot be returned once delivered/collected, except where an item is incorrect, damaged or expired on arrival. Eligible refunds follow our Refund Policy.
6. Incorrect, Damaged or Expired Items
If you receive an incorrect, damaged or expired item, contact us within 48 hours with photos and your order reference so we can arrange a replacement or refund.
7. Charges & Taxes
Product/test prices, delivery and collection charges and any applicable taxes are shown at checkout and explained in Charges & Fees.
8. Changes to This Policy
We may update this policy; the version shown at the time of your order applies.
9. Contact Us
Questions about a delivery or collection? Visit Help Center or email [email protected].
