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.