REFUND, RETURN AND EXCHANGE POLICY
Dr. Magdy El Haddad Pharmacy
Effective Date: August 29, 2026
Last Updated: August 29, 2026
Dr. Magdy El Haddad Pharmacy ("Pharmacy", "we", "us", or "our") is committed to providing customers with safe, authentic, and properly handled products through our website, mobile applications, and e-commerce platform.
This Refund, Return and Exchange Policy ("Policy") explains the rules and procedures governing order cancellation, returns, exchanges, replacements, and refunds for purchases made through the Dr. Magdy El Haddad Pharmacy Platform.
This Policy applies to purchases made through:
Our official website;
Our mobile applications;
Our online ordering platform; and
Any other official digital ordering channel operated by Dr. Magdy El Haddad Pharmacy.
Official Website:
https://magdyelhaddad.com/
Nothing in this Policy is intended to limit or remove any mandatory consumer rights available under applicable Egyptian law.
1. GENERAL RETURN AND REFUND PRINCIPLES
Because Dr. Magdy El Haddad Pharmacy sells medicines, healthcare products, cosmetics, personal-care products, and other health-related products, returns and exchanges may be subject to additional health, safety, storage, and regulatory requirements.
The eligibility of a return, exchange, replacement, or refund depends on:
The type of product;
The condition of the product;
Whether the product has been opened or used;
Whether the product requires special storage;
Whether the product is a medicine;
The reason for the return;
The time elapsed since delivery;
The applicable legal requirements; and
Whether the product can safely and legally be returned to inventory.
2. ORDER CANCELLATION
Customers may request cancellation of an order before the order has been prepared or dispatched.
Cancellation requests should be submitted through the available customer-service channels as soon as possible.
Once an order has been prepared, handed to the delivery provider, or delivered, cancellation may be treated as a return request and may be subject to the applicable return rules.
If an order is successfully cancelled before fulfillment, any eligible payment refund will be processed according to the original payment method and applicable payment-provider procedures.
3. WHEN A CUSTOMER MAY REQUEST A RETURN
A customer may request a return or replacement where permitted by applicable law and this Policy, including situations where:
The wrong product was delivered;
The delivered product is materially different from the product ordered;
The product arrived damaged;
The product is defective;
The product is expired at the time of delivery;
A product is missing from the order;
The delivered quantity is incorrect;
The product has a verified quality issue; or
Another legally recognized reason applies.
Requests will be reviewed individually based on the circumstances and applicable law.
4. DAMAGED PRODUCTS
If a product arrives visibly damaged, the customer should contact us as soon as reasonably possible after delivery.
The customer may be asked to provide:
Order number;
Customer name;
Mobile phone number;
Product name;
Photographs of the product;
Photographs of the packaging;
Description of the damage;
Delivery information; and
Other information reasonably required to investigate the issue.
Where the damage is confirmed to have occurred before or during delivery, we may offer an appropriate remedy, which may include:
Replacement;
Exchange;
Refund; or
Another remedy required by applicable law.
5. WRONG PRODUCT
If the customer receives a product different from the product ordered, the customer should contact customer service as soon as reasonably possible.
After verification, the Pharmacy may arrange for:
Collection of the incorrect product;
Delivery of the correct product;
Replacement;
Exchange; or
Refund.
The customer should not use or open the incorrectly delivered product where possible.
6. MISSING PRODUCTS
If one or more products are missing from an order, the customer should contact customer service.
We may verify the order against:
The original order;
The packing record;
Delivery records; and
Other relevant information.
If a product is confirmed to be missing, we may provide:
The missing product;
A replacement;
A refund for the missing item; or
Another appropriate remedy under applicable law.
7. EXPIRED PRODUCTS
Customers should not accept or use a product that appears to be expired.
If an expired product is delivered, the customer should contact us immediately and provide the relevant product and order information.
Subject to verification, an expired product may be eligible for:
Replacement;
Exchange;
Refund; or
Another remedy required by applicable law.
8. MEDICINES
Medicines are subject to special health, safety, professional, and regulatory requirements.
Because of the nature of pharmaceutical products, a medicine may not be eligible for return or resale once it has been delivered or has left the Pharmacy's controlled inventory, except where a return, replacement, or refund is required or permitted under applicable law or where the Pharmacy determines that the product can safely and legally be handled.
This may apply particularly where:
The package has been opened;
The product has been used;
The product has been stored outside required conditions;
The product has left the Pharmacy's controlled environment;
The medicine is temperature-sensitive;
The product has been contaminated;
The product cannot safely be resold; or
Applicable law or pharmacy regulations restrict its return.
This provision does not limit any mandatory legal rights relating to defective, incorrect, expired, or otherwise non-conforming products.
9. PRESCRIPTION MEDICINES
Prescription medicines may be subject to additional restrictions.
Once a prescription medicine has been dispensed and delivered, return or exchange may be restricted due to patient safety, storage, authenticity, and regulatory considerations.
If the Pharmacy delivered:
The wrong medicine;
The wrong strength;
The wrong quantity;
A damaged medicine;
An expired medicine; or
Another dispensing error,
the customer should contact the Pharmacy immediately.
The Pharmacy will investigate the issue and provide an appropriate remedy in accordance with applicable law and professional requirements.
10. COSMETICS AND PERSONAL-CARE PRODUCTS
Cosmetics, skincare products, personal-care products, hygiene products, and similar items may be subject to special return conditions.
Where permitted by law, an unopened and unused product may be eligible for return if:
The original packaging is intact;
Safety seals are intact where applicable;
The product has not been used;
The product has not been damaged;
The product can legally and safely be returned to inventory; and
The applicable return conditions are satisfied.
Opened or used personal-care and hygiene products may not be eligible for return where health, hygiene, or safety considerations prevent resale, subject to applicable law.
11. PRODUCTS REQUIRING SPECIAL STORAGE
Certain products may require:
Refrigeration;
Temperature-controlled storage;
Protection from light;
Controlled humidity;
Special handling; or
Other storage conditions.
Where a product requires special storage, the Pharmacy may not accept a return if there is uncertainty about whether the product remained within the required storage conditions after delivery.
This is intended to protect customer safety and product integrity.
Any legally required remedy for a defective, incorrect, or non-conforming product remains unaffected.
12. OPENED OR USED PRODUCTS
For health, safety, hygiene, and product-integrity reasons, opened or used products may not be eligible for return or exchange where they cannot safely be resold.
This may include:
Opened medicines;
Opened cosmetics;
Opened personal-care products;
Hygiene products;
Products with broken safety seals;
Products contaminated after delivery;
Products that require controlled storage; and
Other products for which resale would create a health or safety concern.
This restriction does not apply where applicable law requires a return, replacement, refund, or other remedy.
13. CHANGE OF MIND
Where permitted by applicable law, a customer may request a return because they no longer want a product.
However, the product must generally be:
Unopened;
Unused;
In its original condition;
In its original packaging;
With all original seals intact where applicable;
Suitable for safe and lawful resale; and
Not subject to a legal or health-related return restriction.
Change-of-mind returns may not be available for medicines, opened healthcare products, hygiene products, or other products where return is restricted by law or safety requirements.
14. RETURN REQUEST PERIOD
Customers should contact the Pharmacy as soon as possible after receiving an order when they identify a problem.
For damaged, incorrect, missing, or defective products, customers should report the issue within 48 hours of delivery whenever reasonably possible.
Reporting within this period helps us investigate delivery and product-condition issues efficiently.
A delay in reporting does not automatically eliminate any mandatory legal rights the customer may have.
15. RETURN REQUEST INFORMATION
When submitting a return or refund request, the customer may be asked to provide:
Full name;
Order number;
Mobile phone number;
Email address, where applicable;
Product name;
Reason for the request;
Photographs of the product;
Photographs of packaging;
Proof of purchase;
Delivery information; and
Other information reasonably required to verify the request.
16. RETURN AUTHORIZATION
Customers should not send products back to the Pharmacy without first contacting customer service and receiving return instructions where such authorization is required.
We may need to determine:
Whether the product is eligible for return;
Whether collection is required;
Whether the product should be destroyed rather than returned;
Whether a replacement should be issued;
Whether a refund is appropriate; and
How the applicable legal and safety requirements should be handled.
17. RETURN INSPECTION
Returned products may be inspected before a final decision is made.
The inspection may verify:
Product identity;
Order details;
Packaging condition;
Seals;
Expiry date;
Damage;
Signs of use;
Storage condition where relevant;
Delivery condition; and
Other factors relevant to the claim.
The Pharmacy reserves the right to request reasonable evidence before approving a return, replacement, or refund.
18. EXCHANGE AND REPLACEMENT
Where a product is eligible for exchange or replacement, we may provide the same product where available.
If the same product is unavailable, we may offer:
A refund;
An alternative remedy agreed with the customer; or
Another remedy required by applicable law.
No substitute medicine will be provided for a prescription product unless the substitution is legally and professionally permitted and appropriately authorized.
19. REFUND ELIGIBILITY
A refund may be provided where:
An order is successfully cancelled before fulfillment;
A wrong product was delivered and cannot be replaced;
A product is defective and replacement is unavailable;
A product arrived damaged and replacement is unavailable;
A product was confirmed missing;
A product was confirmed expired;
The Pharmacy cannot fulfill an accepted order;
A refund is required under applicable law; or
Another circumstance approved by the Pharmacy qualifies for a refund.
20. REFUND METHOD
Where possible, refunds will be made using the original payment method.
For example:
Card payments may be refunded through the relevant payment provider;
Electronic payments may be refunded through the applicable payment system;
Cash-on-delivery transactions may be refunded through an agreed method available from the Pharmacy.
Additional verification may be required before processing certain refunds.
21. REFUND PROCESSING TIME
Once a refund has been approved, the Pharmacy will initiate the refund within a reasonable processing period.
The time required for the customer to receive the refunded amount may vary depending on:
Payment method;
Bank;
Payment provider;
Card issuer;
Electronic payment system;
Weekends and public holidays; and
Other banking or payment-processing procedures.
The Pharmacy does not control the processing time of independent banks or payment providers.
22. DELIVERY FEES AND REFUNDS
Where the Pharmacy is responsible for an incorrect, defective, damaged, expired, or otherwise non-conforming product, applicable delivery charges may be refunded or otherwise addressed as required by applicable law and the circumstances.
Where a customer requests a return solely because of a change of mind, any treatment of delivery or return charges will depend on the applicable law and the circumstances of the transaction.
23. FAILED DELIVERY
If an order cannot be delivered because:
The customer provided an incorrect address;
The customer provided an incorrect phone number;
The customer was unavailable;
The customer refused delivery without a valid reason;
The customer could not be reached; or
Other circumstances attributable to the customer prevent delivery,
additional delivery arrangements or charges may apply where permitted by law.
Any refund will be assessed based on the circumstances and applicable law.
24. REFUSED DELIVERY
Customers should not refuse delivery solely to initiate a return without first contacting customer service where possible.
If a customer refuses a delivery, the order may be returned to the Pharmacy and reviewed under this Policy.
For medicines and health-related products, additional safety and regulatory considerations may apply.
25. PROMOTIONAL PRODUCTS
Products purchased as part of:
Bundles;
Buy-one-get-one offers;
Promotional packages;
Discount campaigns;
Free-gift offers; or
Other promotional arrangements
may be subject to special return and refund conditions.
If a refund affects the eligibility or value of a promotional offer, the refund amount may be adjusted in accordance with the terms of that promotion and applicable law.
26. DISCOUNT CODES
If an order is refunded, the treatment of discount codes depends on the applicable promotion.
Unless otherwise stated:
A discount code may not be converted into cash;
A used discount code may not be reissued automatically;
Promotional benefits may be cancelled when the underlying transaction is cancelled.
Mandatory consumer rights remain unaffected.
27. PARTIAL REFUNDS
Where only part of an order is eligible for refund, the Pharmacy may issue a refund for the eligible product or portion of the order.
A partial refund may apply when:
One item is missing;
One product is defective;
One product is cancelled;
Part of an order cannot be fulfilled; or
Another legally recognized circumstance applies.
28. CASH-ON-DELIVERY ORDERS
For cash-on-delivery orders, refunds cannot be processed through the original payment method because no electronic payment was made.
Where a cash-on-delivery order qualifies for a refund, the Pharmacy may contact the customer to arrange an appropriate refund method, subject to identity verification and applicable procedures.
Additional information may be requested to prevent fraudulent refund requests.
29. ELECTRONIC PAYMENT REFUNDS
For electronic payments, refunds may be processed through the payment provider used for the original transaction.
The Pharmacy may not be able to manually accelerate the time required by the payment provider or bank to credit the customer's account.
Customers should retain transaction references where available.
30. FRAUDULENT OR ABUSIVE REFUND REQUESTS
We reserve the right to investigate refund requests where we reasonably suspect:
Fraud;
False claims;
Repeated abusive returns;
Product substitution;
Product tampering;
Deliberate damage;
Unauthorized payment activity;
Forged documents;
Misuse of the return process; or
Other fraudulent conduct.
Where legally permitted, we may refuse or restrict a fraudulent or abusive request and may take appropriate legal or security measures.
Nothing in this section limits any rights granted by applicable law.
31. PRODUCTS DAMAGED AFTER DELIVERY
The Pharmacy may not be responsible for damage that occurs after delivery due to:
Improper storage;
Exposure to excessive heat;
Exposure to direct sunlight;
Freezing where inappropriate;
Moisture;
Improper handling;
Incorrect use;
Opening or modifying the product;
Failure to follow manufacturer instructions; or
Other customer-controlled circumstances.
This does not affect any rights the customer may have where the damage was caused by a pre-existing defect or a problem attributable to the Pharmacy or delivery process.
32. AUTHENTICITY AND QUALITY
Dr. Magdy El Haddad Pharmacy aims to provide authentic and properly sourced products through its authorized supply channels.
If a customer has concerns regarding:
Product authenticity;
Packaging;
Batch information;
Expiry;
Product quality; or
Other quality-related matters,
the customer should contact the Pharmacy immediately and provide the relevant product and order information.
33. PRESCRIPTION REFUNDS
If a prescription order cannot be fulfilled because:
The prescription is invalid;
The prescription is unclear;
The prescribed product is unavailable;
Dispensing is not legally permitted;
The prescription requires clarification;
The customer cannot satisfy a legal requirement; or
Another pharmacy-related requirement prevents fulfillment,
the Pharmacy may cancel the affected order or product.
Any eligible refund will be processed according to the applicable payment method, this Policy, and applicable law.
34. CUSTOMER RESPONSIBILITY AFTER DELIVERY
Customers are responsible for:
Inspecting products when reasonably possible;
Following storage instructions;
Keeping medicines away from children where appropriate;
Following physician and pharmacist instructions;
Following manufacturer instructions;
Reporting problems promptly; and
Providing accurate information when requesting a return or refund.
35. NO WAIVER OF LEGAL RIGHTS
This Policy does not remove or restrict any mandatory rights provided to consumers under applicable Egyptian law.
If applicable law provides a customer with a right to return, replace, repair, cancel, or receive a refund that differs from this Policy, the applicable legal right will prevail to the extent required by law.
36. CHANGES TO THIS POLICY
We may update this Refund, Return and Exchange Policy from time to time due to:
Changes in applicable laws;
Changes in pharmacy regulations;
Changes to our products;
Changes to our delivery process;
Changes to our payment systems;
Changes to the Platform; or
Operational improvements.
The Last Updated date at the beginning of this Policy will be updated when material changes are made.
Where required by law, we may provide additional notice.
37. CONTACTING CUSTOMER SERVICE
For return, exchange, replacement, cancellation, or refund requests, customers should contact Dr. Magdy El Haddad Pharmacy through the customer-service channels available on the official Platform.
Customers should provide their order number and relevant information to help us process the request efficiently.
Official Website:
https://magdyelhaddad.com/
38. GOVERNING LAW
This Policy is governed by the laws of the Arab Republic of Egypt.
All returns, exchanges, cancellations, refunds, and related matters will be handled in accordance with applicable Egyptian laws and regulations, including applicable consumer-protection, e-commerce, pharmacy, medicine, and personal-data requirements.
39. DISPUTE RESOLUTION
If a dispute arises regarding a return, exchange, cancellation, or refund, the customer should first contact Dr. Magdy El Haddad Pharmacy customer service to attempt to resolve the matter amicably.
If the matter cannot be resolved amicably, it will be handled in accordance with applicable Egyptian law and by the competent authorities or courts having jurisdiction.
40. EFFECTIVE DATE AND VERSION
Policy Name: Refund, Return and Exchange Policy
Business: Dr. Magdy El Haddad Pharmacy
Effective Date: August 29, 2026
Last Updated: August 29, 2026
Version: 1.0
© 2026 Dr. Magdy El Haddad Pharmacy. All Rights Reserved.
Official Website:
https://magdyelhaddad.com/
