This policy applies to orders placed through the online store operated by Seha Pharmaceuticals Trading LLC (Seha). It explains where we deliver and how delivery charges are set. It also explains what happens when an order is delayed or arrives with a problem.

Where we deliver

We deliver to addresses in the United Arab Emirates that are accepted at checkout. Delivery availability may depend on the courier network and the product ordered. If we cannot deliver to your address, checkout will prevent the order or our team will contact you.

Please provide a complete physical delivery address. Add the building name or number. Add the area and emirate. Include a working UAE phone number.

Processing your order

We begin processing after payment has been authorised and the order has been accepted. Orders placed outside working hours or on a UAE public holiday may begin processing on the next working day.

You will receive an order confirmation at the email address or phone number supplied during checkout. A dispatch message may follow when tracking information becomes available.

Delivery times

The estimated delivery window is shown during checkout or in the order confirmation. Delivery times are estimates. They may change because of public holidays or courier capacity. Weather and access restrictions can also cause delay.

If a material delay makes the order unusable for its intended purpose, contact us. We will review the available remedy under the Return policy and applicable UAE law.

Delivery charges

Any delivery charge will be shown before you place the order. We will not add an undisclosed delivery fee after purchase. Free-delivery offers may carry a minimum order value or another condition shown with the offer.

Receiving your order

The customer must ensure that someone can receive the order at the delivery address. The courier may contact the number supplied at checkout. Identification or a delivery confirmation may be requested where appropriate.

Inspect the parcel when it arrives. Do not accept a parcel that appears opened or materially damaged if you can reasonably refuse it. If you accept it, keep the packaging and photograph the condition before opening the contents.

Failed delivery

A delivery may fail when the address is incomplete or inaccessible. It may also fail when the recipient cannot be reached. The courier may make another attempt or return the parcel to us.

If the failure resulted from incorrect customer details or repeated unavailability, we may charge the reasonable cost of another delivery. We will tell you the amount before arranging it. If the order is cancelled after return to us, any refund may exclude delivery costs that were properly incurred, subject to applicable law.

Missing, damaged or incorrect items

Contact us as soon as possible if the parcel is missing an item or contains the wrong product. 

The same applies if a product arrives damaged or defective. Please provide:

• Your order number
• A description of the problem
• Hotographs of the parcel and product where relevant
• The batch number or expiry date where relevant

We may ask for the item and packaging to be returned for inspection. When the issue is attributable to Seha or its delivery partner, we will arrange the appropriate replacement or refund without charging you the return cost.

Order changes and cancellations

Contact us promptly if you need to change the address or cancel an order. We may be unable to change an order after packing or dispatch. A dispatched order will be handled under the Return policy.

Contact us

For delivery questions, email info@sehapharmaceuticals.ae and include your order number.

Seha Pharmaceuticals Trading LLC

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