Refund policy

Second: Exchange and Return Policy

In our commitment to ensuring the rights and safety of our valued customers, we provide the following terms for the exchange or return of products purchased from our pharmacy. These terms comply with the regulations set by the Ministries of Health and Commerce in the State of Kuwait, in accordance with the Executive Regulations of Law No. 39/2024 and its amendments on consumer protection:

1.     The original invoice must be provided.

2.     The exchange or return must be completed within 14 days from the invoice date.

3.     The product must be in the same condition as when purchased, i.e., intact, unused, in its original packaging, accompanied by all its accessories, and fit for resale.

4.     The product must be among those eligible for exchange or return as per Circular No. 2 of 2012 and Circular No. 2 of 2013 issued by the Kuwaiti Ministry of Health.

5.     For returns, any gifts given to the customer during the purchase must also be returned under the same return conditions as the returned product.

6.     For medical devices covered under a warranty, they will be repaired through the authorized agent in Kuwait at the customer’s request. If repair is not possible, the device will be replaced upon confirmation from the agent.

7.     If a product cannot be exchanged, its value as stated on the invoice will be refunded at the same purchase price. For example, if the product was purchased during a sale, the refund will be at the discounted price, even if the return occurs after the sale period ends.

Exceptions to Exchange and Return Policy

We apologize for not accepting exchange or return requests in the following cases:

1.     If the product is a pharmaceutical preparation.

2.     All milk products are non-returnable or non-exchangeable.

3.     Items stored in refrigerators.

4.     All dietary supplements.

5.     All personal care products.

6.     If the product or its packaging has been altered, either externally or internally, deviating from its original condition at the time of purchase.

7.     If the product or any of its components, accessories, or packaging is damaged or missing, rendering it unfit for resale.