Return & Refund Policy – Smart Life Pharmacy

1. Return Eligibility

You may request a return for non-medication items (e.g., vitamins, cosmetics, personal care) within 7 days of receiving your order.

Returned items must be unopened, unused, and in their original packaging, with all labels and seals intact.

For medicines / prescription medications, returns are not permitted once delivered, due to safety, hygiene, and regulatory requirements. (This aligns with pharmacy practices in UAE.) 

2. Exceptions

We do not accept returns for:

Opened or partially used medicines

Milk products or perishable health products (if applicable)

Temperature-sensitive items (unless defective on arrival)

If a product is defective, damaged, or incorrect (wrong item), please contact us within 48 hours of delivery to arrange a return or replacement.

3. How to Initiate a Return

Contact our Customer Service (via email or phone) with:

Order number

Item(s) you wish to return

Reason for return (defective, wrong item, change of mind, etc.)

We will provide a Return Authorization and instructions for returning the product.

Make sure the item is securely packaged in its original packaging for the return.

4. Return Shipping

For returns due to our error (e.g. damaged, wrong item), we will arrange or reimburse return shipping costs.

For returns due to a “change of mind,” return shipping costs are the responsibility of the customer (unless otherwise stated).

5. Refunds

Once we receive and inspect the returned item, we will notify you about your refund status.

If approved, refunds are issued to the original payment method within 7-15 business days, depending on your bank or payment provider.

For partial returns (if your order had multiple items), only the refunded items’ cost will be returned; shipping fees may or may not be refunded — depends on the situation.

6. Exchanges

Exchanges are possible for eligible (non-medicine) items if the new item is available.

Contact Customer Service for help with an exchange.

7. Non-Refundable Items

Prescription medicines / dispensed drugs

Opened hygiene or personal care items

Products that are marked “final sale” or “non-returnable”

8. Customer Rights

Under UAE law, you may have the right to return goods that are defective or not as described. 

Please keep your proof of purchase (invoice / order confirmation) when making any return.

9. Contact Us

Email: muweilah@smartlife-pharmacy.com

ph;068040445

Phone: [your-support-phone]

Address: [your physical pharmacy address if any]