refund policy

Oasis Pharmacy is committed to your satisfaction. We offer a hassle-free return and refund policy for most items. Please review the following conditions to determine if you are eligible for a refund.

1. Conditions for Refund

• You can claim a refund for purchased products within 3 days from the date of receiving the products.
• Physically damaged and/or missing products will only be considered for a refund if reported at the time of delivery.
• The refund amount will only cover the cost of the products purchased. Shipping and payment processing charges are non-refundable.
• If a coupon, discount, voucher, or special offer was used in the original order, the amount will be deducted from the refund.
• Depending on your mode of payment, the refund will be processed in one of the following ways:
  • Online payment: The refund will be issued as store credit or credited back to the original account/card used for the purchase. This is at the discretion of Oasis Pharmacy and the action is irreversible once processed.
  • Cash on delivery: The refund will be issued as store credit only. This action is irreversible once processed.
• Oasis Pharmacy reserves the right to offer compensation in the form of coupons or vouchers in certain cases.

*Promotional items are strictly non-refundable unless there is a manufacturing defect. In such cases, the decision for a refund is at the discretion of Oasis Pharmacy.

2. Refund Process

If your product qualifies for a refund, please follow these steps:

1. Raise a Complaint: Use our online portal to raise a complaint and save the complaint number for future reference.
2. Review: Our team will review your complaint and approve the refund if it meets the conditions.
   • You can file multiple complaints for different products received in the same order. However, a pickup charge of AED 25 will apply to all subsequent complaints after the first one.

- Pickup Process

• Within UAE: Our delivery team will pick up the products from you. There will be a pickup charge of AED 25 if the return claim is raised within 3 days of delivery, but the order was delivered correctly and properly.
• You can reschedule a pickup request that is cancelled for any reason without additional charges. However, if you cancel the second pickup request, your claim ticket will be automatically closed.
• Outside UAE: You will be responsible for returning the products to the Oasis Pharmacy warehouse in Al Barsha, Dubai, UAE, at your own expense. This includes shipping charges, customs, and taxes (if any). You will need to provide the tracking number on your claim ticket within 3 days of creating the ticket.

All shipments must be delivered to our warehouse within 15 days from the date the ticket is created. If we do not receive the items within this timeframe, your complaint ticket will be closed.

- Inspection Process

• Approved: If the products are found to be faulty as per our policy, the refund process will be initiated.
• Not Approved: Products returned in damaged condition, without complete items or boxes, will be returned to the customer.

Quick and Hassle-Free Warranty

Products with no specific warranty period are considered non-warranty items. You must file a complaint within 72 hours of delivery to be eligible for a refund under the following conditions:

• The products must be unused and show no signs of previous use.
• The original seal must be intact.
• The products must have the complete original packaging (if applicable).
• All accessories, consumables, components, labels, accompanying documentation, etc., and their packaging must be undamaged.
• Physically damaged and/or missing products will only be considered for a refund if reported at the time of delivery.
• For items that are not damaged but are being returned because they are not as expected, a pickup charge of AED 25 and a restocking fee of 15% of the product value will apply.
• Free-size or multicolor products cannot be exchanged or returned. This applies to products listed on the website as multi-color, free-size, assorted color, assorted design, etc., where size/color cannot be guaranteed and is subject to availability.

We hope this refund policy clarifies our return and refund process. If you have any questions, please don't hesitate to contact us.