Dispensing Policy

Your safety comes first. Every medicine ordered from this store is supplied by CAREPLUS Clinic (Chye Family Medicine Specialist Clinic), a licensed private medical clinic at 48 Jalan Lang Kuning, 52100 Kepong Baru, Kuala Lumpur, under the supervision of our doctors and in line with Ministry of Health (KKM) rules. This page explains how we check and supply your medicines.

1. Types of products

• Prescription medicines (Group B, labelled “Prescription”): supplied only after one of our doctors has reviewed your order and approved it, with a CAREPLUS e-prescription. We need the patient’s full name, date of birth and IC or passport number.
• Doctor approval required (Group C, labelled “Doctor approval required”): no prescription is needed, but a doctor must check the medicine is suitable before it is supplied. You answer a short health questionnaire and give the patient’s full name and date of birth (IC or passport is optional). Our doctor reviews it and may contact you first.
• Health products and over-the-counter items: no prescription or doctor review is needed.

2. How we check a prescription medicine order

1. Health questions. At checkout you answer a short medical questionnaire about the person who will use the medicine, and give their full name and date of birth, plus their IC or passport number for prescription medicine, as KKM requires for prescription records.
2. Your documents. You can attach a valid prescription, recent test results (for example the blood tests needed for HIV PrEP), or use an existing CAREPLUS e-prescription that is still valid.
3. Doctor review. Our doctor reviews your answers and documents, including allergies, other medicines, pregnancy or breastfeeding, and other health conditions.
4. Consultation if needed. If anything is missing or needs checking, our doctor will contact you by phone or WhatsApp, usually for a free consultation, before anything is supplied.
5. Decision. If the medicine is suitable, our doctor approves it (and issues a CAREPLUS e-prescription for prescription medicine), records the review in your medical record, and your order is prepared. If it is not suitable, we cancel the item and refund it (see section 6).

You can follow each step on your order page: Waiting for payment, Doctor reviewing (paid), Being prepared, then Shipped or Ready to collect.

3. Prescriptions we accept

A prescription from another doctor must be issued by a doctor registered in Malaysia, be clear and complete, and show:

• the patient’s full name and IC or passport number
• the medicine, strength, dose and quantity
• the date it was issued
• the doctor’s name, signature and clinic stamp or address

We may decline a prescription that is incomplete, unclear, altered, expired, issued for someone else, or that we cannot verify. A CAREPLUS e-prescription is valid until the date printed on it, for the patient named on it.

4. Medicines with extra checks or limits

For safety, our doctor may limit the quantity supplied, ask for a consultation or tests first, or decline an order, especially for:

• medicines that can be misused or are harmful in high doses
• medicines that need regular monitoring (for example kidney tests for PrEP)
• children, older adults, pregnant or breastfeeding women, and people with several health conditions or medicines

We do not supply controlled drugs (under the Dangerous Drugs Act 1952), unregistered products, or any medicine for someone other than the person named in the order.

5. Packing, delivery and collection

• Medicines are labelled with your name and how to use them, and packed in plain, discreet packaging.
• Medicines that must be kept cold (such as injection pens) are packed with cold packs and sent by the fastest suitable courier, or can be collected at the clinic.
• Prescription medicine is sent only after our doctor has approved it, and only to the address in the order. If you collect at the clinic, please bring your IC or passport.
• Fees and delivery times are on our Delivery Information page.

6. Payment does not guarantee supply

Paying for a prescription medicine does not guarantee that it will be supplied. The final decision is our doctor’s clinical judgement. If our doctor decides a medicine is not suitable for you, we cancel it and refund the amount you paid for it. For HIV PrEP ordered without a valid blood test or prescription, an 8% processing fee applies only if you ask for a refund instead of completing the tests or a consultation. Unpaid orders are cancelled after 7 days.

7. Returns

For safety, medicines cannot be returned once they have left the clinic, unless you received the wrong item or a damaged or faulty product. Contact us within 24 hours of delivery with photos. The full rules are on our Delivery Information page.

8. Your part

• Give true, complete and up-to-date information about the person who will use the medicine, including other medicines, allergies, pregnancy and health conditions.
• Read the label and the instructions, and take the medicine only as advised.
• Tell us straight away about any side effect or problem. In an emergency, go to the nearest hospital or call 999.

Results differ from person to person, and we cannot guarantee a particular result. We are not responsible for harm caused by misuse, not following our doctor’s advice, or information that was wrong or left out.

9. Your privacy

Your IC or passport number, questionnaire answers and documents are used only to check your medicine safely and to keep the prescription records KKM requires. They are seen only by our doctors and clinic staff, and are never shared with third parties. See our Privacy Policy.

10. Contact us

Questions about a medicine or your order? WhatsApp or call +60 11-2615 1500, or email contact@chyeclinic.com.