Return & Refund Policy

At SahaJamal Pharmacy, customer satisfaction and product safety come first. We follow the highest standards set by the UAE Ministry of Health (MoH) to protect your well-being while ensuring a clear and transparent return process.

1. Eligibility for Returns

• Returns are accepted within 48 hours of delivery only for equipment and non-personal-use items (e.g., vaporizers, thermometers, medical devices).
• Returned items must be unused, sealed, and in their original packaging.
• Pharmacy, health, or cosmetic items cannot be returned or exchanged for hygiene and safety reasons, as per MoH regulations.
• If you receive a damaged, defective, or incorrect product, contact us immediately within 3 days of delivery to qualify for a replacement or refund.

2. Non-Returnable Items

For regulatory and hygiene reasons, the following categories are strictly non-returnable:

• Medications, supplements, and vitamins under any circumstances.
• Cosmetic and skincare products, whether opened or sealed.
• Personal care and hygiene products (e.g., toothbrushes, thermometers, masks, or any item that comes in direct contact with the body).
• Products past their expiry date or damaged due to improper storage after delivery.
• Items not purchased directly from our official website.
• Items exceeding 48 hours from the delivery date.

3. Return Process

To initiate a return for eligible items (equipment only):

• Contact Customer Support at [email protected] or call +971 561 880 123 within 48 hours of delivery.
• Provide your order number, product name(s), and reason for return.
• Upon approval, you will receive a Return Authorization (RA) number and instructions for return shipping.
• Items must be securely packed and clearly labeled with the RA number.

4. Shipping Costs

• If the return is due to our error (e.g., wrong or damaged item), return shipping is free.
• For all other eligible returns, the customer bears return shipping costs.
• Returned packages must be shipped to the address provided by Customer Support.

5. Refunds

• Refunds are processed within 7–14 business days after we receive and inspect the returned item.
• Refunds are issued to the original payment method.
• Shipping fees and COD (Cash on Delivery) charges are non-refundable, unless the return is due to our mistake.
• You will receive an email confirmation once your refund has been processed.

6. Exchanges

• Exchanges apply only to equipment or devices that are defective or damaged upon arrival.
• Follow the same return procedure; once approved, a replacement will be shipped at no extra cost.
• Any price difference between products must be settled before dispatching the replacement.

7. Faulty or Incorrect Items

• If you receive the wrong product or the item arrives damaged, notify us within 3 days of delivery.
• We will arrange a prepaid return pickup and send a replacement or issue a full refund, including shipping costs.

8. Delivery Policy

• Once the order has been dispatched, product ownership and responsibility transfer to the customer. Our store is not liable for any issues arising during transit after shipment. We kindly ask customers to ensure accurate shipping details and to coordinate directly with the courier when necessary.

9. Expiry and Shelf Life

• All products are dispatched with valid shelf life and expiry.
• Check expiry dates immediately upon receipt.
• Report any issue within 3 days of delivery to qualify for replacement or refund.

10. Saudi Arabia – Return & Delivery Policy

• Refund Process: Refunds are issued after the courier verifies the condition of returned goods.
• Our Error: Full refund provided including shipping and return fees.
• Customer-Initiated Return: Shipping and return costs are deducted from the refund.
• For assistance, contact our Customer Support team.

11. Contact Us

📧 [email protected]
📞 +971 561 880 123
🕒 Monday to Saturday, 10 AM – 7 PM