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Buyer account management


Click “Sign Up” on the homepage, enter your name, email, mobile number, and create a password. You’ll receive a verification code to confirm your account.

Yes. Creating and maintaining a buyer account is completely free on ValueCeylonHealth.com.

With an account, you can:
• Browse and order medicines and healthcare products
• Upload prescriptions
• Track orders
• Manage shipping addresses
• Request returns or refunds
• Access order history and invoices

Log in, go to “My Account > Profile”, and you can update your personal details, delivery address, or contact number anytime.

Click “Forgot Password” on the login page, enter your registered email or phone number, and follow the link or code sent to reset your password.

Go to Account Settings, and under “Contact Info,” you can update your details. You may be asked to verify the new number or email address.

Yes. ValueCeylonHealth.com uses SSL encryption and data protection protocols to keep your personal and medical information safe and confidential.

Yes. You can add and manage multiple addresses for different locations (e.g., home, office, relatives) in your address book under your account.

To permanently delete your account, contact Customer Support through the Help Center. Note that once deleted, all order history and data will be removed.

Yes. You must have an account to upload prescriptions, track orders, and ensure secure checkout and delivery of medical products.

Placing Orders


To place an order:
• Log in to your buyer account
• Browse or search for a product
• Click “Add to Cart”, then go to Checkout
• Select your delivery address and payment method
• Confirm and place the order

Only for prescription (Rx) medicines. If required, the system will prompt you to upload a valid prescription during checkout. Non-prescription items can be ordered directly.

Yes. ValueCeylonHealth.com is mobile-friendly, and you can easily place orders using your smartphone or tablet.

During checkout, click the “Upload Prescription” button and select a scanned copy or photo of the valid prescription. Ensure the image is clear and complete.

Yes, you can upload more than one prescription — but only to a single selected pharmacy per order.
If you need to buy prescription medicines from different pharmacies, you must place separate orders for each pharmacy. This ensures that each licensed pharmacy can verify and dispense the correct medication based on the prescriptions you provide.

You will receive a confirmation message and email with an order ID once your order is successfully placed. You can also check “My Orders” in your account.

Yes, but only before the order is processed by the seller. Go to My Orders, select the order, and choose Cancel. For modifications, contact Customer Support as soon as possible.

Go to My Orders, select your order, and you will see the live status (e.g., Processing, Shipped, Delivered). You’ll also receive email/SMS updates.

If a product is unavailable, the seller will notify you, and you may:
• Choose a substitute product
• Wait until restocked
• Receive a refund if already paid

There may be a minimum order requirement for certain vendors or offers. This will be shown at checkout if applicable.

Product & Patient Information


Each product page includes comprehensive details such as:
• Generic name & brand name
• Ingredients
• Dosage & usage instructions
• Side effects
• Storage information
• Manufacturer details

We strongly recommend consulting with a licensed doctor or pharmacist before purchasing or consuming any medication.

Yes. All products are sold by licensed pharmacies and healthcare providers. Every seller is verified to ensure compliance with Sri Lankan regulations.

If you’re unsure about dosage, ingredients, or suitability, you can:
• Use the “Ask a Pharmacist” feature
• Send a query through the product Q&A section

Yes. Many product pages include digital leaflets or PDFs with official patient information. You may also request one through customer support if unavailable.

Check the Usage Guidelines and Caution Statements listed on the product page. For specific cases, consult with a professional via our Doctor’s Counter.

Yes. Most prescription product pages include drug interaction warnings, contraindications, and precautionary advice. Always read the label and leaflet carefully.

Stop using the product immediately and seek medical attention. You can also report the incident to us so we can notify the seller and health authorities if needed.

Yes. When you purchase prescription medications, you may opt-in to reminder notifications, refill alerts, and health tips related to your treatment.

Safety & Quality Assurance


Yes. All medicines and health products sold on our platform are sourced from licensed pharmacies, registered manufacturers, and verified healthcare vendors. Each product must meet Sri Lankan regulatory standards.

We enforce strict vendor verification, require batch tracking, and perform routine compliance checks to ensure all sellers maintain proper storage, expiry tracking, and handling of medical products.

Absolutely not. Our platform policy strictly prohibits the sale of expired, damaged, or tampered products. Sellers are required to regularly update expiry information, and products near expiry are flagged.

Uploaded prescriptions are reviewed by licensed pharmacists before dispensing. Sellers are obligated to cross-verify prescriptions with product orders for patient safety and regulatory compliance.

Yes. Vendors dealing with temperature-sensitive products must follow cold chain logistics protocols, including insulated packaging and temperature monitoring during transit.

Yes. You can report safety concerns directly through the “Report a Product” option on the product page or contact Customer Support. We investigate all reports immediately.

Our Quality Assurance team conducts:
• Regular audits
• Document verification (licenses, storage logs)
• Surprise inspections
• Tracking of buyer complaints and feedback

Yes. Medical devices must be from MOH-approved brands or NMRA-registered suppliers. Each device listing must include instructions, warranty details, and safety certifications where applicable.

Yes. Reviews and ratings are verified to ensure they come from real buyers. Fake or misleading reviews are flagged and removed to protect buyers.

Look for the “Verified Seller” badge on store pages. These sellers have passed ValueCeylonHealth.com's background checks and meet high standards in product handling, safety, and service.

Shipping and Delivery


Each order is shipped directly by the seller (pharmacy or vendor). If your order contains items from multiple sellers, they will be delivered separately.

We deliver to most regions across Sri Lanka, including urban, suburban, and many rural areas. Availability may vary based on seller location and courier services.

• Colombo and suburbs: 1–3 working days
• Other regions: 2–5 working days
Prescription approval or stock verification may affect timelines.

Yes. Once your order is shipped, you will receive a tracking link via SMS or email. You can also check real-time updates in My Orders.

Such items (e.g., insulin, vaccines) are shipped using cold chain logistics or special handling methods to maintain product safety and effectiveness.

Delivery fees may vary based on:
• Location
• Weight or size of the package
• Seller’s shipping policy
Charges are shown during checkout before you place the order.

Some sellers may offer same-day or next-day delivery within Colombo and nearby areas. Look for the “Express Delivery” badge on product pages.

Scheduled delivery is not yet available. However, sellers or delivery agents may contact you prior to delivery for coordination.

If you miss the delivery attempt, the courier will usually try again or contact you. You can also contact Customer Support for assistance in rescheduling.

You can edit the delivery address only before the order is shipped. Contact Customer Support or the seller immediately to request the change.

Returns and Refunds


Returns are accepted for damaged, incorrect, or expired products. For prescription medicines, returns are accepted only if the product is unopened and sealed, unless there is a clear quality issue.

Go to My Orders, select the item you want to return, and click “Request Return”. Follow the instructions to upload photos and provide details about the issue.

Returns must be requested within 7 days of delivery. Some products may have shorter or longer return windows, which will be specified on the product page.

If the return is due to a seller’s error (wrong product, damaged item), ValueCeylonHealth.com covers the shipping cost. For buyer’s remorse or change of mind, the buyer may be responsible for return shipping.

Refunds are typically processed within 7-10 business days after the seller receives and inspects the returned product.

Refunds are issued to the original payment method used during purchase, such as bank transfer or credit/debit card.

Exchanges are handled on a case-by-case basis. Contact Customer Support to discuss if an exchange is possible for your order.

Report the issue immediately via the return request form or contact Customer Support with photos of the defect. We will prioritize such cases for swift resolution.

Yes, if the order has not been shipped or processed. Go to My Orders to cancel or contact Customer Support as soon as possible.

If your refund is delayed or missing, contact Customer Support with your order ID and details. We will investigate and ensure your refund is processed.

Yes, certain products are non-refundable and non-exchangeable due to hygiene, safety, or regulatory reasons. These include surgical items and medical devices, baby care products, injections and injectables, and beauty or personal care products. Once opened or used, such items cannot be resold, as this could compromise consumer health and safety. We also reserve the right to refuse returns for other products that do not meet our return conditions.

Payments and Security


We accept multiple payment options including:
  • Credit/Debit cards (Visa, MasterCard, etc.)
  • Online bank transfers
  • Mobile wallets (e.g., eZ Cash, mCash)

Yes. We use secure SSL encryption and partner with trusted payment gateways to ensure your payment details are protected at all times.

For your convenience, you can securely save your payment methods in your account. All saved data is encrypted and protected according to industry standards.

Check your internet connection and payment details, then try again. If the problem persists, contact your bank or Customer Support for assistance.

Payments are usually charged at the time of order confirmation. For Cash on Delivery, payment is collected upon product delivery.

After your payment is successful, a digital invoice is automatically emailed to you. You can also download it from My Orders in your account.

We follow strict data privacy policies and use encrypted storage to protect your personal and financial data. We never share your payment info with third parties.

Yes. Refunds are processed according to our Returns and Refunds Policy. Contact Customer Support with your order details to initiate a refund.

Immediately contact our Customer Support team and change your account password. We take fraud very seriously and will assist you with securing your account.

Customer Support


You can reach us via:
  • Live chat on the website
  • Email: support@valueceylonhealth.com
  • Phone: +94 76 1837685
  • Contact form on the website

Our support team is available Monday to Friday, 8:00 AM to 6:00 PM. For urgent matters, use the live chat feature for quicker responses.

If your order is delayed or incomplete, please contact our customer support team immediately. We will coordinate with the pharmacy to resolve the issue.

Yes, you can choose a different pharmacy during the ordering process or for future orders based on your preferences.

Yes. Please enter your email and mobile number on the upload page, so you will get the quotation sent to your e-mail address.

If the specific drugs in your prescription are unavailable on Value Ceylon:
  1. Check Alternatives: Our platform might list alternative brands or generic versions of the same medication. Consult your healthcare provider or pharmacist to confirm if these are suitable replacements.
  2. Set Alerts: Use the "Notify Me" feature on Value Ceylon to get updates when the drug is back in stock.
  3. Contact Us: Reach out to our customer support team for assistance. They can help locate the medicine from other sellers or recommend next steps.
  4. Consult Your Doctor: If the medicine is unavailable across multiple sources, consult your doctor for alternative treatments or prescriptions.

Platform Policies


Buyers should be aware of our policies on order placement, payment, returns and refunds, privacy, and product authenticity. Detailed policies are available in the Terms & Conditions section on our website.

Sellers must comply with regulations related to licensing, product listings, order fulfillment, customer service, and data privacy. Non-compliance can lead to suspension or removal from the platform.

We follow strict data protection laws and ensure that your personal and medical data are securely stored and never shared without consent. Our Privacy Policy explains this in detail.

Yes. Prescription medicines require a valid prescription uploaded by the buyer. Sellers are required to verify prescriptions before dispensing, ensuring legal compliance and patient safety.

Certain products, such as unapproved drugs, narcotics, and unsafe supplements, are strictly prohibited. Sellers found listing prohibited items face immediate suspension.

We encourage buyers and sellers to resolve disputes amicably. If needed, our Dispute Resolution Team will intervene to mediate and enforce platform rules.

Yes. Policies may be updated periodically. Users will be notified via email and platform announcements. Continued use of the platform implies acceptance of updated policies.

Advertisers must follow ethical marketing practices, avoiding false claims or misleading information. Our Advertising Policy details acceptable content and promotional guidelines.

Reviews, comments, and forum posts must comply with our Community Guidelines which prohibit offensive, spammy, or false content.

Use the “Report” feature on product or seller pages, or contact Customer Support directly with details. We investigate all reports promptly.
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