In our commitment at Malak Pharmacy to providing the best service to our customers and ensuring your complete satisfaction with your purchases, the exchange and return system is subject to the following controls and conditions in accordance with the health and commercial regulations in force in the Kingdom of Saudi Arabia:
General Terms and Conditions for Exchange and Return
- Timeframe: You can exchange or return products within 14 days from the date of purchase or receipt of the order.
- Proof of purchase: The original purchase invoice is a prerequisite for benefiting from the exchange or return service.
- Product condition: Products to be returned or exchanged must be in their original condition, unused and undamaged , with the original packaging unaltered (such as cuts in the packaging, a change in color, or damage to the product).
- Offers and discounts:
- When returning products that include promotional offers (such as: 1+1 free, 2+1 free, or a discount on the second item), the entire offer set must be returned .
- When returning promotional items, their value is calculated according to their purchase price during the promotion.
- Loyalty Program: In the event of a cash refund for purchases, the points earned for these purchases will be automatically deducted from your account in the loyalty program.
Order cancellation and refunds
- Cancellation before delivery: If the order is cancelled before it leaves with the delivery representative, the full purchase amount, including delivery fees, will be refunded to the same payment card (credit/Mada) used within 7 to 14 business days .
- Returns after delivery: If the order is returned or exchanged after delivery, the product price will only be refunded to the same payment card within [timeframe]. 7 to 14 business days , with delivery fees non-refundable due to actual use of the service.
- Purchase from branches: You can visit any of the Malak Pharmacy branches with the product and purchase invoice, and our team will provide an exchange or return service immediately according to the terms.
Products that cannot be returned or exchanged
In order to protect public health and ensure drug safety, in accordance with the directives of the Ministry of Health and the General Authority for Food and Drug, the following products may not be returned or exchanged under any circumstances :
- Damaged or used products.
- Medicines and preparations whose barcodes have been scanned or removed.
- Products and medicines that require special storage conditions (e.g., refrigerator medicines, insulin, and baby food and milk).
- Clothing and personal products for mothers and children, for reasons of public safety and health.
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If you have any questions about our exchange and return policy, we would be happy to connect you with customer service at Malak Pharmacy through our approved platform.
