1. Introduction
This policy outlines the terms and procedures for returns and exchanges of products purchased through the Ocean Pharmacy website, owned by Ocean Medical Company, within the Kingdom of Saudi Arabia. This policy aims to achieve clarity and transparency while complying with applicable health and regulatory requirements.
2. Policy Scope
This policy applies to all orders placed through the Ocean Pharmacy website within the Kingdom of Saudi Arabia and is subject to the nature of pharmaceutical and health products and approved regulations.
3. General Conditions for Returns and Exchanges
- The return or exchange request must be submitted within a period not exceeding 14 days from the date of receipt of the order
- The product must be: unused, in its original condition, in its original packaging, and accompanied by the invoice or proof of purchase
- All requests are subject to review before final approval
Any product that does not meet the conditions described in this policy may not be eligible for return or exchange.
4. Non-Returnable or Non-Exchangeable Products
In the interest of health safety, the following products cannot be returned or exchanged unless there is a defect or error in the order:
- All medications
- Products that require a prescription
- Products kept within the Cold Chain
- Products that are opened, used, or tampered with
- Personal care products or sensitive health products
This is in compliance with the health regulations approved in the Kingdom of Saudi Arabia.
5. Acceptable Cases for Return or Exchange
Return or exchange requests can be accepted in the following cases:
- Receipt of a damaged product
- Receipt of a product that does not match the order
- Incompleteness of order contents
- Existence of a clear manufacturing defect
We recommend that customers inspect orders upon receipt to ensure their safety and completeness, which helps in processing any remarks in a timely manner.
6. Mechanism for Submitting a Return or Exchange Request
Customers can submit return or exchange requests through one of the following methods:
- Through the customer account by accessing order details on the profile page and submitting a return or exchange request (if this service is available)
- By contacting customer service via email or phone
The customer may be asked to provide additional information such as the order number or illustrative photos to support the review process.
7. Order Review and Processing Duration
- Return or exchange requests are reviewed within a reasonable number of business days after receiving the returned products at our branches or the main warehouse
- The request is evaluated based on the condition of the product and the extent of compliance with this policy
- The customer will be notified of the review result as soon as it is finished
Ocean Pharmacy reserves the right to accept or reject requests in a professional and responsible manner.
8. Exchange
- The product is replaced with an identical product or a suitable alternative according to availability
- In the event that a replacement product is not available, coordination will be made with the customer to find a suitable solution
9. Returns, Refunds, or Store Credit
In the event of approval of the return request, one of the following two options may be offered according to the customer's choice:
- Refund via the original payment method, noting that bank transfer processing time may take approximately 7 to 14 business days depending on the payment service provider
- Store Credit, which is a faster alternative option that can be used for future purchases through the Ocean Pharmacy website
The appropriate option will be confirmed with the customer during order processing. Shipping fees may not be refundable unless the cause of the return resulted from an error by Ocean Pharmacy.
10. Shipping costs in Return Cases
- If the reason for the return or exchange is an error by Ocean Pharmacy, the company bears the shipping costs
- In other cases, the customer may bear the shipping costs as clarified during the review
11. Right of Refusal
Ocean Pharmacy reserves the right to refuse any return or exchange request in the following cases:
- Failure to meet the conditions described in this policy
- Submitting the request after the specified period
- Use of the product or its damage resulting from misuse
All decisions are made in a fair, transparent, and professional manner.
12. Policy Updates
Ocean Pharmacy may update its return and exchange policy from time to time, and any amendment will be published on this page, and updates will be effective immediately upon publication.
