Return policy

We want customers to receive the correct product in saleable condition. This policy explains when an item may be returned. It also explains how exchanges and refunds are handled.

Change-of-mind returns

You may request a return within seven calendar days after delivery if the item remains unused and unopened. The original seal must be intact. The packaging must be undamaged and suitable for resale.

We may decline a change-of-mind return when product safety or hygiene could have been affected. This applies to supplements and personal-care products after opening or seal removal.

Items that cannot be returned for a change of mind

A change-of-mind return is unavailable for:

• Opened or used products
• Products with a broken or removed safety seal
• Products damaged after delivery through misuse or unsuitable storage
• Goods with a short shelf life of three weeks or less
• Products identified as non-returnable before purchase where applicable law permits

These exclusions do not remove any right you have when an item is defective or damaged. They also do not affect your rights when an item is incomplete or different from the description.

Damaged, defective, incomplete or incorrect orders

Contact us as soon as possible after delivery if an order has a problem. Reporting visible damage within 48 hours helps us investigate it with the courier. A later report will still be considered where applicable law gives you a remedy.

Please provide:

• Your order number
• A description of the issue
• Photographs or video showing the product and outer packaging
• The batch number and expiry date where relevant

Do not discard the item or its packaging until we confirm the next step. We may arrange collection or ask you to send the item through an approved return method.

How to request a return

Email info@sehapharmaceuticals.ae with the order number and reason for the request. Wait for return instructions before sending the item. Returns sent without approval may be delayed or refused where the item cannot be identified.

The customer is responsible for the reasonable return delivery cost for an approved change-of-mind return. Seha will cover that cost when the return results from our error or a qualifying defect.

Inspection and outcome

We will inspect the returned item. An approved claim may result in a replacement or exchange. A refund may be offered where appropriate. The remedy will reflect the nature of the issue and applicable UAE consumer law.

A change-of-mind refund will cover the price paid for the returned product. The original delivery charge is refundable only when required by law or when the return results from our error.

Refund timing

After approval, we aim to issue the refund to the original payment method within ten working days. Your bank or payment provider may need more time to show the credit. Cash refunds may be handled through another agreed method when the original payment route does not support a reversal.

Promotional discounts and gift amounts will be taken into account when calculating the refund. We will never refund more than the amount actually paid for the returned item.

Order cancellations

You may ask to cancel before dispatch. We will confirm whether cancellation is still possible. Once an order has been dispatched, the return conditions in this policy apply.

Your legal rights

Nothing in this policy limits a mandatory right under UAE law. Customers may be entitled to a return or exchange when goods breach applicable law or arrive defective. The same applies when goods are incomplete or damaged. A remedy may also apply when goods differ from their description or arrive too late to be useful.

Contact us

Email: info@sehapharmaceuticals.ae

Seha Pharmaceuticals Trading LLC

PO Box 4191, Al Quoz Industrial Area 2, Dubai, United Arab Emirates