Returns & Exchanges Policy

1. Introduction

This Returns & Exchanges Policy explains the procedures and conditions for returning or exchanging products purchased through the Ocean Pharmacy website, operated by Ocean Medical Company, within the Kingdom of Saudi Arabia. This policy is designed to provide clarity and transparency for customers while complying with applicable health, safety, and regulatory requirements.

2. Scope of the Policy

This policy applies to all orders placed through the Ocean Pharmacy website within Saudi Arabia. Due to the nature of pharmacy and healthcare products, returns and exchanges are subject to product type, condition, and applicable regulations.

3. General Conditions for Returns & Exchanges

• Requests for return or exchange must be submitted within a maximum of 14 days from the date of receiving the order
• Products must:
  • Be unused
  • Be in their original condition
  • Be in the original packaging
  • Include the original invoice or proof of purchase
• All requests are subject to review and approval

Any item that does not meet the conditions outlined in this policy may not be eligible for return or exchange.

4. Non-Returnable / Non-Exchangeable Products

To ensure health and safety, the following items cannot be returned or exchanged, unless there is a confirmed defect or order error:

• All medications
• Products that require a prescription
• Cold Chain (temperature-controlled) products
• Opened, used, or tampered products
• Personal care, hygiene, or sensitive healthcare products

This is in accordance with applicable health regulations in the Kingdom of Saudi Arabia.

5. Accepted Return or Exchange Cases

Return or exchange requests may be accepted in the following cases:

• The product is received damaged
• An incorrect product is delivered
• Items are missing from the order
• A clear manufacturing defect is identified

We recommend that customers inspect their orders immediately upon delivery to ensure any issues are identified and reported in a timely manner, allowing us to support the request efficiently.

6. How to Submit a Return or Exchange Request

Customers may submit a return or exchange request using one of the following options:

• Through the customer account, by accessing the order details in the profile page and submitting a return or exchange request (where this feature is available)
• By contacting customer service via:
  • Email: info@oceanpharmacy.sa
  • Phone: 920003188

Customers may be requested to provide additional details such as the order number or supporting images to assist with the review process.

7. Review Process & Processing Time

• All return and exchange requests are reviewed within a reasonable number of business days after the returned products are received at our branches or main store
• Each request is assessed based on product condition, compliance with this policy, and applicable regulations
• Customers will be notified of the outcome once the review process is completed

Ocean Pharmacy reserves the right to approve or decline requests in a professional and responsible manner.

8. Exchanges

• The product may be exchanged for the same item or a similar alternative, subject to availability
• If the replacement product is unavailable, an appropriate solution will be arranged in coordination with the customer

9. Returns, Refunds & Store Credit

If a return request is approved, customers may be offered one of the following options:

• Refund to the original payment method, noting that bank processing times may take approximately 7–14 business days, depending on the payment provider
• Store Credit, which may be issued faster and can be used for future purchases on the Ocean Pharmacy website, if the customer prefers

The selected option will be confirmed with the customer during the return process. Shipping fees, if any, may not be refundable unless the return is due to an error by Ocean Pharmacy.

10. Shipping Costs for Returns

• If the return or exchange is due to an error by Ocean Pharmacy, the company will cover the related shipping costs
• In other cases, shipping costs may be borne by the customer, as communicated during the review process

11. Right to Refuse

Ocean Pharmacy reserves the right to decline any return or exchange request if:

• The product does not meet the conditions stated in this policy
• The request is submitted outside the allowed return period
• The product has been used, damaged, or altered after delivery

All decisions are taken with fairness, transparency, and professionalism.

12. Policy Updates

Ocean Pharmacy may update this Returns & Exchanges Policy from time to time. Any changes will be published on this page and will take effect immediately upon posting.

13. Contact Information

For questions or assistance related to returns or exchanges, please contact us:

Email: info@oceanpharmacy.sa

Phone: 920003188