Alain Pharmacy Delivery & Returns Policy

Delivery Questions

  • How long does it take for orders to be delivered?

  • In Al Ain City, delivery is within 60 minutes. Orders to other Emirates qualify for next-day delivery if placed before 6pm. Remote areas may require 1-2 days for delivery. Please note, delivery times are estimated and may vary due to peak seasons, holidays, or unforeseen circumstances. You will be contacted if there is a delay.

    Delivery times are subject to change over time; please refer to the checkout page for the most up-to-date information.


  • What is our delivery charge?

  • Shipping fees may vary depending on your location, Free shipping applies for orders above 49 AED. There is a charge of AED 10 for total order value below 49 AED. These amounts may vary based on your location and are subject to change over time. Please refer to the checkout page for the most up-to-date shipping charges.


  • What is the minimum order for free delivery?

  • The minimum order for free delivery is AED 49. However, this may vary based on your location and is subject to change over time. Please refer to the checkout page for the most up-to-date information.


  • What are the different areas we deliver to?

  • We deliver across the UAE.


  • Is tracking available once the order is dispatched?

  • Yes, once the order is dispatched, you will receive a confirmation SMS upon successfully placing the order. To check the order status, simply go to 'My Account,' then 'My Orders,' and view the status of your order.


  • How will customers know when their package is delivered?

  • To check the order status, simply go to 'My Account,' then 'My Orders,' and view the status of your order.


  • Is it possible to specify a delivery time?

  • Currently, we do not offer the option to specify a delivery time. However, we strive to deliver your order as quickly as possible. You will receive an estimated delivery time when your order is dispatched, and you will be notified of any delays or changes.


  • What is the process when a customer is not available at the delivery address?

  • If a customer is not available at the delivery address, a third delivery attempt will be made within 24 hours. If the customer is still unavailable, the order might be rescheduled or cancelled based on their availability for contact.


Returns Questions

  • What is the time limit for a return?

  • Returns must be initiated within 48 hours from the purchase date.


  • What are the conditions for accepting returns?

  • Returns are accepted under the following conditions:

    • Original Packaging: The item must be in its original packaging, unused, unopened, untampered, and stored under optimal conditions.
    • Defective Product: If the product is defective or damaged upon receipt.
    • Incorrect Product: If the customer receives a product that differs from the one originally ordered.
    • Product Description Mismatch: If the product is not as described or does not meet the agreed specifications.
    • Proof of Purchase: The customer must provide the original proof of purchase or receipt.
    • Items on Offer: Items purchased as part of a promotion or offer must be returned as a full set, unused, with no signs of tampering.
    • Vouchers: Any voucher issued is non-refundable, cannot be exchanged for cash, and is valid for a single transaction only.

  • What products are not eligible for return?

  • For health and safety reasons, we cannot offer refunds on the following items:

    • Vitamins, Supplements, and Health Foods
    • Milk, Baby Food, and Baby Care Supplies
    • Personal Care Items: (products that come into direct contact with skin, body fluids, or are intended for internal use)
    • Medical Equipment and Diagnostic/Measurement Devices: (e.g., nebulizers, breast pumps, thermometers, etc.)
    • Clothing, Body Support, and Medical Instruments/Supplies: (e.g., back belts, body shapers, medical plasters)
    • Medical and Cosmetic Preparations: (products that are sensitive to specific storage conditions)
    • Medicines or Products Dispensed via Health Insurance: Cannot be returned or refunded once dispensed.

  • Who pays for the return shipping fee?

  • The responsibility for the return shipping fee depends on the reason for the return. Please contact our customer service team at 800-500-800 for clarification on your specific case.


  • What if the product is faulty/damaged?

  • Faulty or damaged products may be refunded or replaced, depending on the item's condition and location.


  • How does the customer return the item?

  • Returned items are picked up by the logistics team or can be dropped off at a store, depending on the location and item type.


  • What is the process for initiating a return?

  • Customers must contact the toll-free number (800-500-800) to initiate a return or refund request.


  • How long will the refund process for a return take?

    • Credit/Debit Card Payments: Refunds are processed within 15 working days, subject to bank processing times.
    • Cash Payments: Refunds are issued as a voucher within 48 hours, voucher valid only for use on the website or app.

  • Can a customer exchange a product rather than receive a refund?

  • Exchanges are available depending on the case. If you wish to exchange a product, please contact our customer service team at 800-500-800, and we will guide you through the process. Eligibility for an exchange depends on the product condition and circumstances.