HaKeem Returns Policy

Last updated Dec 17, 2020.

1. Returns and Exchange Policy

We have a 5-day return policy if you are not happy with the Products ordered for either home delivery or click & collect.

In case of home delivery, you can take the Product(s) to pharmacy along with the original order confirmation. However, you must ensure that the Products are as per the conditions stated in the returns process below otherwise, we reserve the right not to grant any or part refund if these conditions are not met.

Our staff will first check the eligibility of the returned Product(s) based on the terms and conditions mentioned below. If all conditions are met:

  • Pharmacy will first process a replacement of the returned items where possible. Any replacement will be to your original product specification as detailed on your original order.
  • A refund (or part refund based on the assessment) will only be offered where it is not possible to replace the goods. A refund will be made in the same form of payment that was used to make the initial purchase. Please note it may take up to 5-20 days for your bank or card issuer to process the transaction in case of online payments.

You acknowledge and agree that returns might not be allowed for products under special discounts or under other special terms.

2. Damaged Goods or Incorrectly Fulfilled Orders

Our brands & partners take tested control measures to ensure that our products are of the highest quality and reach you in the right condition. However, in case the product has arrived damaged, defective or incorrect, please go to the pharmacy to report this or contact us immediately through the options on the contact us page. The item must be returned in the same condition you received it within 5 days of receipt. A replacement may be available. Defective items may also benefit from a manufacturer’s defects warranty.

3. Terms and Conditions for all Returns

All products must have the original order confirmation and in accordance with these terms and conditions:

  • Unaltered, unused and in full saleable condition
  • In their original packaging/box/dust-cover and with all brand and product labels/tags/instructions still attached. Authenticity cards, where provided, should also be returned (damaged boxes may prevent re-sale and the refund will only be processed as per our discretion)
  • Medicines cannot be returned once purchased
  • For safety reasons, all electrical items must be returned with all accessories and original seal intact. 
  • Hygiene products cannot be returned if used. 
  • Fragrances, Skincare, cosmetics, make-up and hair care must be returned unused, unopened and in their original packaging (as received) otherwise they will not be accepted
  • We reserve the right to monitor returns and to refuse future orders from customers with high number of returns. 

In any event, we reserve the right to reject the exchange or return for justified reasons at our discretion.

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