Damaged or incorrect items
Contact us if an order arrives damaged, defective, leaking, expired or different from what you ordered.
Customer Care
Returns handled with care.
Clear guidance for damaged, incorrect or eligible unwanted items—while protecting medicine and personal-care safety.
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Last updated: 31 August 2026
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What to do
- 1
Keep the item and packaging
Do not use the product. Keep the original packaging, seals, invoice and delivery materials where possible.
- 2
Contact us promptly
Share your order number, the affected item and clear photos if it arrived damaged, leaking or incorrect.
- 3
Let our team review it
We will confirm eligibility and arrange the appropriate collection, replacement or refund path.
Return eligibility
Unopened eligible goods
Some unopened, unused non-medicine products may be eligible when seals, packaging and resale condition are intact.
Safety-restricted products
Medicines, temperature-controlled goods and opened hygiene or personal-care products may not be returnable unless faulty or supplied incorrectly.
Refunds and replacements
Return eligibility depends on the product type and condition. Medicines cannot be exchanged under the legacy policy. Eligible sealed non-medicine items should be reported within 24 hours so customer care can review the order.
An approved remedy may be an exchange, replacement or account credit. Refund requests are reviewed by customer care according to the order circumstances and applicable UAE requirements; do not send an item back until the return route is confirmed.
Nothing in this policy limits rights that apply under UAE consumer protection requirements.
Need to report an order issue?
Have your order number and item photos ready so our team can help faster.