Returns and Refund Policy

This policy explains when you may request a refund, what evidence is required, and how the process works. It supplements clause 5 of our Terms and Conditions of Service.

1. Scope

1.1 This policy applies to physical goods delivered through the MORRU service, namely prescription medicines, vitamins, dietary supplements, and medical supplies.

1.2 This policy does not apply to service fees, such as telemedicine consultation fees, appointment fees, or any other service charge, which are governed by clause 5 below.

2. When a Refund Is Available

You may request a full refund where the goods you received are defective due to our error or the delivery process, namely:

• goods that are damaged, broken, or leaking
• the wrong item, wrong size, wrong strength, or an incomplete quantity
• goods that have expired, or whose remaining shelf life is abnormally short on the date of receipt
• packaging or seals that were opened or damaged before they reached you

3. Required Evidence

3.1 An unboxing video is essential evidence. It must be recorded continuously and without editing, starting before the parcel is opened, and must show:

• the condition of the sealed outer parcel before opening
• the shipping label with the tracking number clearly legible
• the opening process through to the condition of the goods inside

3.2 Photographs of the goods, the packaging, and the shipping label.

3.3 Your order number.

3.4 Without the unboxing video described in clause 3.1, we cannot consider a refund request, because there is no way to establish whether the damage occurred before or after the goods reached you. Please record a video every time you open a parcel.

4. Timeframe and Process

4.1 You must notify us within 7 days of the date you receive the goods.

4.2 Notify us at morru@morru.com with your order number and the evidence described in clause 3.

4.3 We will review and inform you of the outcome within 7 business days of receiving complete evidence.

4.4 Once approved, we will refund the full amount to the same payment method you used within 14 business days. The time for funds to appear in your account or card limit depends on your bank or card issuer.

4.5 Where goods must be returned, we bear the return shipping cost, as the matter arises from our error.

5. When a Refund Is Not Available

5.1 Appointment cancellations. We reserve the right not to refund in any case, as the practitioner’s time has already been reserved.

5.2 A change of mind, no longer wanting the goods, or ordering the wrong item where the goods themselves are not defective.

5.3 Goods that have been opened or partially used, where there is no defect under clause 2.

5.4 Notification given after the 7-day period in clause 4.1.

5.5 Absence of the evidence required under clause 3.

5.6 Damage occurring after the goods reached you, such as improper storage, dropping, or exposure to heat or humidity beyond what the label specifies.

6. Why Returns of Medicines Are Limited

For the safety of patients, medicines and medical supplies that have left the pharmacy cannot be returned to stock, because we have no way to verify that they were stored under suitable conditions throughout. We therefore accept returns only where the matter arises from our error or the delivery process, as set out in clause 2.

7. Contact Us

If you have questions about this policy, contact us at morru@morru.com

Effective from 17 September 2026