Shipping & Returns Policy

1. RAPID DELIVERY SERVICES First, we prioritize speed to ensure you receive your health products quickly. Consequently, we deliver most orders within 60 minutes from the time you place the order. Furthermore, we maintain strict safety standards during transit to protect your items.

2. SHIPPING CHARGES IN KUWAIT Our delivery fees depend on the total value of your shopping cart. Initially, we apply a 1 KD delivery charge for orders below 5 KD. However, if your order is above 5 KD, we apply no delivery charges. Therefore, shopping for more items helps you save on shipping costs.

3. THE NO-RETURN MANDATE (MOH) Importantly, we follow the Kuwait Ministry of Health (MOH) Circular No. (2) of 2012. Because we care about customer safety, Alawda Pharmacy enforces a strict No Return or Exchange policy for specific categories. This rule applies the moment these items leave the pharmacy's custody.

4. EXCLUDED NON-RETURNABLE PRODUCTS Specifically, you cannot return or exchange any medications, whether they are prescription or over-the-counter. Additionally, this exclusion covers vitamins, dietary supplements, and all baby milk or food. We also prohibit returns for temperature-sensitive items and personal hygiene tools, such as breast pumps or dental equipment.

5. ELIGIBLE RETURNS FOR NON-MEDICAL ITEMS In contrast, you have 14 days from the delivery date to request a return for non-medical goods. These items include beauty accessories and general medical equipment. However, you must ensure the item remains unused and stays in its original, sealed packaging. Furthermore, you must present a valid receipt or order confirmation.

6. DAMAGED OR INCORRECT ORDERS If you receive a damaged or incorrect product, please notify our Customer Service team within 24 hours. Consequently, we will arrange a free pickup for the item. Following a successful inspection, we will provide a full refund or a replacement at no additional cost to you.

7. REFUND METHOD AND TIMELINE After we approve your return, we will notify you via email or SMS. Subsequently, we process the refund back to your original payment method, such as K-Net or Visa. If you paid via Cash on Delivery (COD), we will issue store credit or a bank transfer instead. Please allow 7 to 14 business days for the refund to reflect in your account.

8. ORDER CANCELLATION STEPS Finally, you can cancel your order for a full refund if we have not yet processed or dispatched it. However, once the order is out for delivery, we cannot approve any cancellations. We enforce this rule because pharmaceutical products are highly sensitive and require controlled environments.