Chargeback & Dispute Policy

Before filing any payment dispute or chargeback, write to returns@thenextgenpharma.com with your order number and what went wrong. You agree to this when you enter the site.

We aim to respond within two business days. Most problems — a delayed shipment, a wrong item, a payment we have not matched to your order yet — are resolved the same week, without anyone's bank being involved.

Orders are paid offline, by Zelle or bank transfer. Your order stays awaiting payment until we confirm the funds have arrived, and only then is it shipped.

This means we can see exactly what was sent and when. If a payment cannot be matched to an order, tell us — it is usually a name or reference that did not carry across, and it is quicker to fix directly.

Refunds are handled under our Returns & Refunds policy. Where a refund is due it is returned by the same route the payment arrived, to the account it came from.

A dispute raised before you have contacted support is one we will contest, using the records we keep for every order: your acceptance of these terms on entry, the order and its contents, the payment we received, and the carrier's tracking and delivery confirmation.

We may also decline to accept further orders from a buyer who disputes a payment for an order that was delivered as described.

Where a dispute is knowingly false, we reserve the right to recover the amount owed and the costs of recovering it, and to refer the matter onward.

Support: returns@thenextgenpharma.com. Have your order number ready and tell us what you would like us to do — it is the fastest route to a resolution.