Ailaaj

Refund Policy

Last updated: May 2026

Your safety is our top priority. Because medicines are regulated and many cannot be re-sold once dispensed, our refund rules differ from a typical e-commerce store. Please read this policy in full.

1. What we will always refund

  • Damaged on arrival — packaging tampered, blister broken, bottle cracked, or seal missing.
  • Wrong item shipped — you received something other than what you ordered.
  • Expired or near-expiry — items dispensed with less than 6 months to expiry (or 50% of stated shelf life if shorter).
  • Cold-chain breach — for refrigerated items (insulin, vaccines, biologics) where the temperature log shows excursion.
  • Order never delivered — confirmed by courier scan.

2. What we cannot refund

  • Opened or partially used medicines, including blister packs with even one tablet removed (DRAP regulation).
  • Personal-use items unsealed after delivery (thermometers, BP monitors, breast pumps, intimate care).
  • Custom-compounded prescriptions prepared specifically for you.
  • "Change of mind" on Rx-only items once dispensed.

3. How to report a problem

Within 48 hours of delivery: open My Orders → the order → "Report an issue", or WhatsApp +92 300 0000111. Please include:

  • Order ID
  • Photo of the item and packaging (and batch number if visible)
  • Brief description of the issue

4. Review and outcome

Our pharmacist reviews every claim within 24 hours. We may ask for additional photos or arrange a courier pickup. We will then offer one of:

  • Replacement — same item, dispatched the next working day.
  • Refund to original payment method — credited within 5–7 working days.
  • Ailaaj store credit — credited instantly, never expires, can be used on any order.

5. Cancellations

You can cancel an order from My Orders before our pharmacist starts packing it (usually within 30 minutes of placing). Cancelled orders are refunded in full to the original payment method.

6. Subscription deliveries

You can skip, pause, change cadence or cancel a subscription before the next charge with no fee. Already-shipped subscription deliveries follow the same rules as one-time orders above.

7. Cash on Delivery (COD)

For COD orders refunded to store credit, the credit is available immediately. For bank-transfer refunds, please share your bank details when prompted; transfer typically completes within 3–5 working days.

8. Need help?

Visit Help & Support, WhatsApp +92 300 0000111, or email care@ailaaj.com.