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Refund policy

Online Purchases

Items purchased through the online platform may be returned within 3 calendar days from the date of delivery, subject to eligibility conditions and regulatory restrictions.

In-Store Purchases

Items purchased in-store may be returned within 7 calendar days from the date of purchase, subject to proof of purchase and compliance with this policy.

Return timelines are applied in line with UAE Consumer Protection requirements for non-defective consumer goods.

Condition of Returned Items

To be eligible for return or exchange:

The original invoice or receipt must be presented for in-store purchases.Items must be:

  • Unused
  • In original condition
  • In resalable condition
  • With original packaging, seals, and labels intact

  • If the product includes accessories, components, or bundled items, all components must be returned together.

Promotional or Gift Items

  • If a purchase included a complimentary or promotional item, the gift must be returned in its original condition if the return causes the transaction to no longer qualify for the promotion.
  • If either the main item or the gift item fails inspection or is not in resalable condition, the return request may be rejected.

These conditions are applied to prevent unfair enrichment and comply with consumer fairness principles.

Return Process & Quality Assessment

Online Orders

  • Once a return request is raised, a pickup may be arranged where applicable.

  • Refunds will be processed only after the returned item has been received and inspected.

Quality Inspection

  • All returned items are subject to a mandatory quality and safety assessment.
  • Refunds or exchanges will be approved only if the item passes inspection.
  • Items found to be used, damaged, tampered with, improperly stored, or unsafe for resale will not be eligible for return.

Quality assessments are conducted in accordance with DoH / MOHAP pharmaceutical safety and handling requirements.

Non-Returnable Items (Regulatory Exclusions)

In compliance with DoH / MOHAP regulations, the following items cannot be returned or exchanged, except where a verified defect or error has occurred:

  • Prescription medicines
  • Over-the-counter medicines
  • Milk and infant nutrition products
  • Temperature-regulated or cold-chain products
  • Perishable goods
  • Wearable or body-support items
  • Sale Products

These exclusions are mandated due to hygiene, patient safety, and storage integrity requirements.

Refunds

Online Orders

  • Approved refunds will be processed to the original payment method used for the transaction.
  • Refund timelines are subject to the issuing bank or payment service provider.

In-Store Purchases

  • Refunds for in-store purchases will be issued in the form of a Store Credit Note, unless otherwise required by law in cases of verified defects or regulatory non-compliance.

Gift Vouchers

  • Items purchased using gift vouchers are non-returnable, non-exchangeable, and non-refundable, except where required by UAE law due to proven defects or errors.

Defective or Damaged Items

Any defect or damage must be reported immediately at the time of delivery or purchase.Once verified through inspection and quality assessment, the customer will be offered:

  • A replacement, or
  • A refund, as applicable

  • Approved refunds will be processed using the original payment method, in accordance with consumer protection regulations.

Wrong Item Delivered

Any incorrect or missing item must be reported promptly upon receipt.Upon verification, the customer will be offered either:

  • A replacement, or
  • A refund
  • The item must be returned unused, in its original condition, and compliant with return eligibility requirements.

Rights, Regulatory Compliance & Disclaimers

The platform and/or participating pharmacy reserves the right to refuse any return, exchange, or refund that does not meet:

  • This policy
  • UAE Consumer Protection Law
  • DoH / MOHAP pharmaceutical regulations

  • Decisions are made to ensure patient safety, product integrity, and regulatory compliance.

This policy does not affect statutory rights granted under UAE law.