Your trust matters to us. Here's everything you need to know about how we handle your orders, returns, and rights at Shefaa Al Madeena Pharmacy.
Welcome to Shefaa Al Madeena Pharmacy, operated under the domains www.shefaapharmacy.ae and www.shefaa.ae. By using our platforms or purchasing from us, you agree to the terms outlined in this legal disclaimer.
While we strive to provide accurate and up-to-date health information, Shefaa Al Madeena Pharmacy does not provide medical advice. Any health-related content on our website, social media, or communications is for informational purposes only and should not be considered a substitute for professional medical consultation, diagnosis, or treatment.
We recommend that you always consult your doctor or licensed healthcare provider before starting or stopping any medication, especially if you are managing chronic conditions or taking multiple prescriptions.
All medicines and health products listed on our website are approved by the UAE Ministry of Health (MOH) and dispensed by licensed pharmacists. However, product images, descriptions, or packaging may vary slightly from the actual item due to manufacturer updates.
Shefaa Al Madeena Pharmacy shall not be held liable for any direct or indirect damages resulting from the misuse of any product purchased through our platforms or recommendations based on user-submitted information.
We believe in transparency and fairness when it comes to our services. Please read the following policies carefully before placing your order with Shefaa Al Madeena Pharmacy, whether you're ordering from a pharmacy in Dubai, Abu Dhabi, or anywhere across the UAE via our online pharmacy platform.
Once you place an order on our website, it is automatically processed through our secure merchant system and forwarded to our dispatch team. This ensures fast delivery — but it also means the system begins incurring irreversible processing fees immediately.
We understand that plans change. However, due to the nature of our services and processing systems, we maintain the following cancellation policy:
✅ If your order is cancelled BEFORE shipment, a 15% cancellation fee will be deducted from the refund to cover merchant and processing charges.
❌ If your order is cancelled AFTER it has been shipped, the cancellation will be treated as a return and subject to the return and restocking policy mentioned below.
Orders that are refused at the time of delivery will be treated as cancellations after dispatch and will also be subject to restocking and processing fees.
To request a cancellation, please contact our support team as soon as possible via phone or email with your order number and reason for cancellation.
Your satisfaction is our priority. However, due to the sensitive nature of healthcare and pharmaceutical products, we must follow strict guidelines to protect our customers and ensure compliance with UAE pharmacy regulations.
If the product you received is:
Damaged in transit
Incorrectly delivered
Expired
Or has a clear manufacturing defect
You are entitled to a full refund or exchange under the following conditions:
The issue is reported within 3 days of delivery
The product is returned in its original packaging and condition
A copy of the e-payment receipt or proof of purchase is provided
The issue is verified and accepted by our customer care or quality control team
We will offer one of the following solutions:
Full refund to the original payment method
Store credit (voucher) for future use
Product replacement (if available)
In compliance with health and hygiene laws, the following cannot be returned or exchanged:
Medicines that have been opened, used, or removed from their packaging
Temperature-sensitive or cold-chain items (unless defective)
Personal care or hygiene products such as creams, lotions, razors, or supplements
Correctly delivered products without defects
Promotional, discounted, or free items (unless clearly defective)
In rare cases, we may allow exchanges for correctly delivered but unwanted items, subject to our team’s discretion. These are the conditions:
The request must be made within 3 days of delivery
The product must be unopened, unused, and in original packaging
A pickup fee will be applied:
10% of order value within Dubai
15% for other Emirates
All original accessories, seals, and documentation must be included
Items must be returned in “like-new” condition
???? Important: We reserve the right to decline any exchange that violates hygiene standards or MOH regulations.
All sale items, promotional bundles, or free gifts are strictly non-refundable and non-exchangeable unless there is a verified manufacturing defect. These will be reviewed on a case-by-case basis at the discretion of www.shefaapharmacy.ae.
While we work hard to ensure all information and pricing is accurate, errors may occasionally occur. If we discover a pricing error on an item you ordered:
We will notify you as soon as possible
You will have the option to confirm the correct price or cancel the order
We reserve the right to cancel any order with incorrect pricing, even if it has been processed
If your order is delayed, lost, or not delivered as expected, please contact us immediately at:
Customer Support: +971 54 330 2271
Email: support@shefaa.ae
We will assist you in tracking your delivery and, if necessary, initiate a refund or reshipment.
www.shefaapharmacy.ae and www.shefaa.ae reserve the right to amend, update, or modify any part of this policy at any time, without prior notice. Changes will be posted on this page and will become effective immediately upon publication.
We encourage all users to review this page periodically to stay informed about their rights and our procedures.
We’re here to support you. If you have questions about your order, want to initiate a return, or simply need clarification, don’t hesitate to reach out:
Visit your nearest Shefaa Al Madeena Pharmacy
Call us at: +971 54 330 2271
Live chat available on www.shefaapharmacy.ae
Email: support@shefaa.ae
Your trust is everything to us. We promise to handle every refund, cancellation, and concern with professionalism, transparency, and care — just as you’d expect from a trusted pharmacy in the UAE.
