Return & Exchange Policy
Without prejudice to applicable contractual and statutory warranty rights, the customer has the right to return or exchange a product within 72 hours from the date of receiving it.
The categories listed below are excluded from return or exchange in order to ensure the health and safety of all our products for our valued customers, and they are not subject to return or exchange.
Items Not Eligible for Return or Exchange:
• All medicines, infant milk, and any refrigerated products that must be stored in a refrigerator.
• Makeup, contact lenses, and personal care tools.
• Deodorants.
• Medical braces.
• Any product that has been fully or partially opened, or if there has been any change to the external or internal packaging.
Conditions for Return or Exchange:
• The product must be in its original condition.
• The product must not have been used or benefited from in any way.
• The product must not have been opened.
• The product must be in its original packaging.
• No layer of the packaging should be opened or removed.
• Note: The store reserves the right to inspect the product before approving any return or exchange to ensure its safety.
• If the customer returns or exchanges the product by visiting one of the physical branches within the allowed period and meeting the conditions, the customer will not bear any fees.
Fees and Charges:
• If the return or exchange is requested via shipping companies: The customer bears the return shipping fees, and also bears re-shipping fees in case of exchange.
• If the product received is incorrect, damaged, or defective: The customer does not bear any fees for return or exchange shipping.
Return & Exchange Channels:
• For purchases made through the online store: The product can be returned or exchanged at any branch, within the allowed period and conditions.
• For purchases made from a branch: Returns or exchanges must be processed only through the same branch of purchase.
Order Cancellation & Refunds:
• If the order is canceled before dispatch: The full purchase amount, including delivery fees, will be refunded to the customer through the same payment method used for the original purchase.
• If a return is requested after delivery (including refusal to receive the order): The purchase amount will be refunded to the customer through the same payment method used for the original purchase after deducting shipping fees.
• If delivery fees were paid: Delivery fees are non-refundable.
• If the order had free delivery: The return shipping cost will be deducted from the invoice value.
Refund Processing Time:
In case of refunds, the time required for the refunded amount to appear in the customer’s account depends on the payment card used:
• Mada Cards: Refunds are usually processed within 24 hours to 3 business days.
• Visa Cards: Refunds may take between 7 to 14 business days.
• Orders paid via Tabby or Tamara: Once your refund request has been approved by Geen Pharmacy, the refund will be processed in accordance with the payment provider's refund policy. For Tamara, refunds are typically processed within 3–5 business days. For Tabby, the refund processing time depends on Tabby's procedures and the card-issuing bank. If the refund has not been credited after the expected processing period, please contact your card-issuing bank for further assistance.
• Notice: Please note that weekends and official holidays are not included in the processing period. If the refund period has passed and the amount has still not been received, kindly advise the customer to contact the card-issuing bank and file a claim for further investigation.
Reporting Issues:
In case of any defect, shortage, or damage:
• Must report the issue within 3 days from the date of delivery.
• The request will be verified and the customer will be informed.
• Claims submitted after more than 3 days from the date of delivery will not be accepted.
Additional Conditions:
• Free gift items cannot be returned or exchanged.
• Placing an order on the Geen Pharmacy website indicates acceptance of all site policies, and Geen Pharmacy is not responsible if the customer does not read the policy before placing the order.
• Items purchased using loyalty points cannot be returned or exchanged.
• For multi-item offers (e.g., 1+1, 2+1, or similar): All items within the same offer must be returned together to complete the return or exchange process.