Refund & Return Policy
Elhady Pharmacy – Egypt (Online Orders)
This policy applies to all purchases made through the Elhady Pharmacy website, mobile channels, and WhatsApp ordering system.
Due to the nature of pharmaceutical and healthcare products, returns are strictly regulated to protect public health and comply with Egyptian Ministry of Health regulations and Consumer Protection Law No. 181 of 2018.
1. Non-Returnable Products
For safety and regulatory reasons, the following items cannot be returned or refunded once delivered:
Controlled substances
Insulin and refrigerated products
Vaccines
Opened medical devices (e.g., glucometers, nebulizers, thermometers)
Opened cosmetics or personal care items
Any product with broken safety seal
Products requiring temperature-controlled storage
Even if unopened, medicines cannot be returned once delivered due to storage and handling integrity requirements.
2. Eligible Return Cases (E-Commerce Only)
Returns may be accepted only in the following situations:
A. Wrong Item Delivered (Pharmacy Error)
If Elhady Pharmacy delivers:
Incorrect product
Incorrect strength or dosage
Incorrect quantity
We will arrange pickup and replacement at no additional cost.
B. Damaged During Shipping
If the product arrives:
Physically damaged
Leaking or broken
With compromised packaging
Customer must notify us within 24 hours of delivery with clear photos. Replacement or refund will be arranged after review.
C. Expired Product at Delivery
If a product is delivered expired or near expiry in an unreasonable manner (less than acceptable consumption window), it will be replaced immediately.
D. Non-Medical Retail Items (Conditional)
Sealed cosmetics, supplements, and accessories may be eligible for return if:
Request is made within 24–48 hours
Item is unopened and unused
Original packaging intact
Original invoice provided
Approval remains subject to inspection upon return.
3. Non-Eligible Cases
Returns will not be accepted in the following situations:
Change of mind
Incorrect product selection by customer
Allergy or intolerance after use
Improper storage after delivery
Delay in return request beyond stated timeframe
4. Return Process
Contact Elhady Pharmacy Customer Support within 24 hours of receiving the order.
Provide order number and clear images (if damage/defect case).
Wait for confirmation before sending or handing over product.
Approved returns will be collected by courier where applicable.
No returns will be accepted without prior approval.
5. Refund Method
If refund is approved:
Card payments → refunded to original payment method (3–14 working days).
Cash on delivery → refunded via bank transfer or store credit.
Wallet/online payments → refunded to same method where applicable.
In certain cases, store credit may be offered instead of cash refund.
6. Delivery Responsibility
Customers must:
Inspect order immediately upon delivery.
Verify product name, strength, and quantity.
Report issues within 24 hours.
After this period, the order is considered accepted.
7. Regulatory Compliance
This policy complies with:
Egyptian Consumer Protection Law No. 181 of 2018
Egyptian Pharmacy Law
Ministry of Health pharmaceutical handling regulations.