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.

In accordance with Egyptian Consumer Protection Law No. 181 of 2018 and applicable Ministry of Health pharmaceutical handling regulations, Elhady Pharmacy allows eligible returns within 14 days of delivery and processes approved refunds within 3 working days, at no additional cost to the customer.

1. Non-Returnable Products

For public health and safety 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 products

Any product with a broken or tampered safety seal

Products requiring temperature-controlled storage

Medicines that have been opened or improperly stored after delivery

Medicines may only be considered for return if they remain sealed, intact, and within approved handling conditions.

2. Eligible Return Cases

Returns may be requested within 14 days from the delivery date in the following cases:

A. Pharmacy Error (Wrong Item Delivered)

If Elhady Pharmacy delivers:

Incorrect product

Incorrect strength or dosage

Incorrect quantity

The item will be collected and replaced or refunded free of charge.

B. Damaged During Shipping

If the order arrives:

Physically damaged

Leaking or broken

With severely compromised packaging

Customer must provide clear photos. A replacement or refund will be arranged after verification.

C. Expired or Unreasonably Near Expiry Product

Any product delivered expired or with an unreasonably short consumption window will be replaced or refunded immediately.

D. Non-Medical Retail Items

Sealed cosmetics, supplements, accessories, and wellness items may be returned if:

Unopened and unused

Original packaging intact

Original invoice available

Product passes inspection after return

3. Non-Eligible Return Situations

Returns will not be accepted in the following cases:

Change of mind

Incorrect product selection by the customer

Allergy or intolerance after product use

Improper storage or misuse after delivery

Products returned without prior approval

4. Return Procedure

Customer contacts Elhady Pharmacy support within 14 days of delivery.

Order number and supporting images (if applicable) must be provided.

Customer receives return approval and pickup arrangement.

Approved returns are collected by courier at no cost.

No product will be accepted without prior authorization.

5. Refund Processing

Once the returned item is received and approved:

All refunds are processed within 3 working days.

Card payments → refunded to the original payment method.

Cash on delivery → refunded via bank transfer or store credit.

Wallet or online payments → refunded to the same payment channel.

6. Customer Responsibility

Customers must:

Inspect the order upon delivery.

Verify product name, strength, and quantity.

Keep products sealed and properly stored until return approval.

7. Legal Compliance

This policy complies with:

Egyptian Consumer Protection Law No. 181 of 2018

Egyptian Pharmacy Law

Ministry of Health pharmaceutical storage and handling regulations.

Refund and Return Policy

Elhady Pharmacy – Egypt
Online Orders

This policy applies to purchases made through the Elhady Pharmacy website, official mobile ordering channels, and official WhatsApp ordering service.

Elhady Pharmacy accepts returns of eligible defective and non-defective products within 14 calendar days from the date of delivery.

Eligible non-defective products may be returned because of a change of mind or incorrect product selection, provided that the products meet all return-condition requirements stated below.

Returns are accepted in store only. Elhady Pharmacy does not charge a return fee or restocking fee.

Elhady Pharmacy does not offer voluntary product exchanges. Eligible returned products are refunded in accordance with this policy. Any mandatory rights available to the customer under applicable Egyptian law remain unaffected.

1. Return Period

A return request for an eligible product must be made within 14 calendar days from the date the customer receives the order.

This 14-day period applies to eligible defective and non-defective products under the standard return policy.

Nothing in this policy limits any longer statutory period or mandatory remedy applicable to defective, unsafe, incorrectly supplied, or non-conforming products under Egyptian law.

2. Condition Required for Non-Defective Returns

A non-defective product is eligible for return only when it is:

• Unopened
• Unused
• In new and resaleable condition
• In its original packaging
• Accompanied by all supplied accessories and documentation
• Sealed, where the product was supplied with a safety or hygiene seal
• Accompanied by the order number, invoice, or other valid proof of purchase

The packaging and safety seal must not be broken, damaged, removed, or tampered with.

Eligible non-defective products may be returned because of:

• Change of mind
• Incorrect product selection by the customer
• Ordering the wrong size, type, quantity, or variant

The product will be inspected in store before the return is accepted.

3. Defective, Damaged, Incorrect, or Non-Conforming Products

A return may be requested when Elhady Pharmacy supplies a product that is:

• Incorrect
• The wrong strength, dosage, size, or quantity
• Physically damaged during delivery
• Broken or leaking
• Delivered with severely damaged packaging
• Expired
• Supplied with an unreasonably short remaining usage period
• Defective
• Not consistent with its stated specifications

The customer should provide the order number and, where relevant, photographs showing the problem.

Eligible products will be returned for a refund. General exchanges are not offered through this policy.

Mandatory remedies and statutory rights relating to defective or non-conforming products remain unaffected.

4. Products Subject to Return Restrictions

Certain products may be excluded from non-defective returns because of health, hygiene, safety, pharmaceutical-storage, or regulatory requirements.

These may include:

• Controlled substances
• Vaccines
• Insulin
• Refrigerated products
• Temperature-controlled products
• Opened medicines
• Medicines stored outside approved conditions after delivery
• Opened medical devices
• Opened cosmetics or personal-care products
• Products with broken or tampered safety seals
• Products that cannot safely be resold after delivery

These restrictions apply primarily to non-defective returns.

A restriction does not remove any mandatory customer right where the product was defective, damaged, expired, incorrectly supplied, unsafe, or not consistent with its specifications.

5. Return Method

Returns are accepted in store only.

The customer must bring the eligible product to an Elhady Pharmacy branch within the applicable return period.

The customer must provide:

• The returned product
• The order number, invoice, or other proof of purchase
• Original packaging and accessories
• Supporting photographs, where relevant

Returns are not accepted by mail or through third-party drop-off locations.

Customers may contact Elhady Pharmacy support before visiting a branch to confirm the required documents and nearest eligible return location.

6. Return Fees

Elhady Pharmacy charges:

• No restocking fee
• No in-store return fee
• No administrative return fee

Eligible returns are processed at no additional cost to the customer.

7. Exchanges

Elhady Pharmacy does not offer voluntary exchanges.

A customer who returns an eligible product will receive a refund and may place a separate order for another product.

This restriction does not limit any mandatory remedy required under applicable Egyptian law.

8. Refund Processing

Once the returned product has been received in store, inspected, and approved, the customer will receive the approved refund within one calendar day.

Refunds will normally be made as follows:

• Card payments: refunded to the original card or payment method
• Electronic-wallet payments: refunded to the original wallet
• Online payments: refunded through the original payment channel
• Cash-on-delivery payments: refunded in cash or through another agreed refund method

Store credit will only be provided when the customer expressly agrees to receive store credit.

9. Customer Responsibilities

The customer must:

• Inspect the order after delivery
• Verify the product name, strength, dosage, quantity, and condition
• Keep returnable products unused and unopened
• Maintain medicines and temperature-sensitive products under their required storage conditions
• Retain the order number, invoice, or valid proof of purchase
• Bring the product to an Elhady Pharmacy branch within the applicable return period

Elhady Pharmacy may reject a non-defective return when the product no longer meets the new-product condition requirements.

10. Legal Rights

This policy is subject to applicable Egyptian consumer-protection, pharmacy, health, product-safety, and pharmaceutical-handling requirements.

Nothing in this policy excludes or reduces any mandatory legal right available to the customer.