Refund and Returns Policy - Al Dewan Pharmacy

In accordance with U.A.E Federal Law No. 24 of 2006 on Consumer Protection, Al Dewan Pharmacy cannot accept returns or refunds in the following situations:

The product is free from any defects that could pose a risk to the consumer’s health and safety.
The consumer no longer wants the product after purchasing.
The product was bought for someone else who either does not like it or already owns it.

According to the Department of Health Authority Circular No. (2) of 2005, all types of medicines dispensed to the public cannot be returned or refunded for any reason. This includes:

Vitamins, supplements, and health foods.
Milk, baby food, and baby care items.
Personal care products and any items that come into contact with skin or body fluids.
Medical equipment and diagnostic devices for personal use, such as nebulizers, breast pumps, and thermometers.
Clothing, body supports, and medical supplies (e.g., back or abdomen belts, body shapers, and medical plasters).
Medical and cosmetic products that require specific storage conditions, such as those sensitive to heat or light.
Medicines or products dispensed through health insurance cannot be returned or refunded.

Return or Refund Eligibility

Al Dewan Pharmacy will accept returns or refunds only if the following conditions are met:

You must contact us at 03 755 6112 within 48 hours of the purchase date as shown on the invoice, and only if the product is defective or does not meet the agreed-upon specifications or purpose.
The original proof of purchase or receipt must be presented.
The product must be in its original condition and packaging, unused, untampered, and stored under optimal conditions.
Items purchased on offer must be returned as a complete set, unused and without tampering.
Clothing, body supports, and medical instruments or supplies (e.g., back or abdomen belts, body shapers, medical plasters) may be returned if they meet the above criteria.
If a refund is approved, it will be processed using the same payment method used at the time of purchase.
Vouchers are non-refundable, cannot be exchanged for cash, and are valid for one transaction only.
Replacements will not be provided if the product has already been replaced once.
Returns or refunds can only be processed at the branch that issued the receipt.

If you receive a damaged, defective, or incorrect product, please contact us immediately via our toll-free number (03 755 6112). Defective products may also be eligible for manufacturer warranty coverage.

Refund Process

To request a refund, please follow the process below:

Pickup Process: Once your refund is approved, our logistics team will arrange the product pickup.
Refund Process: Refunds will be processed based on the original payment method. For credit/debit card payments, refunds will be credited back to the card within 15 working days. Please note that any delays due to bank processing are beyond our control.
For cash payments, refunds will be issued in the form of a voucher, valid only for the original purchaser’s account.
Vouchers can be used to purchase items from the refunded amount on the Al Dewan Pharmacy website or app.

Liability

Unless otherwise agreed in writing, our maximum liability to you, arising in connection with the supply of products, will be limited to the amount paid for the products in question. Our liability cannot be excluded or limited where it is not permissible under UAE law.

Force Majeure

We are not liable for any delay or failure to deliver products due to circumstances beyond our control, including but not limited to natural disasters, fire, floods, acts of God, government actions, war, riots, strikes, and industrial disputes.

Governing Law

This policy is governed by the laws of the United Arab Emirates. You consent to the exclusive jurisdiction of the courts in connection with any dispute arising from this policy. Other local, national, or international laws may also apply to your use of our website or services.

For any further assistance, please contact our customer service at 03 755 6112.

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