This policy forms an integral part of the relationship between Estrogen Pharmacy and its clients. It is issued in compliance with the Saudi Food and Drug Authority (SFDA), the Ministry of Health (MOH), the Ministry of Commerce (MOC), the E-Commerce Law and its Implementing Regulations, and the Consumer Protection Law. It has been drafted with strict regard for pharmaceutical safety, cold-chain integrity, and the professional responsibility of dispensing. The term "Client" refers to any person who has purchased a product or service from the pharmacy, whether in-store or through electronic channels.
Dispensed medications and pharmaceutical preparations cannot be returned to pharmacy inventory once they leave the pharmacy's controlled storage environment. This is a non-negotiable requirement of SFDA Good Pharmacy Practice (GPP) and Good Storage and Distribution Practice (GSDP), and is designed to protect every downstream patient. Accordingly, returns are accepted only in the cases expressly listed in this policy.
In these cases the Client is entitled to a full replacement or refund at no cost, provided the request is made within seven (7) days of receipt and the original invoice and the product are presented in a condition consistent with the stated reason.
In line with the exceptions to the right of withdrawal under the Saudi E-Commerce Law and with pharmaceutical safety requirements, the following categories cannot be returned after leaving the pharmacy, even if the outer packaging appears intact:
As a specialised compounding facility for women's health, Estrogen Pharmacy prepares each compounded medication exclusively for an individual patient, using a specific strength, ingredient set, and container chosen for that prescription. Such a product cannot be dispensed to any other patient under any circumstances. Payment for a compounded preparation and issuance of the compounding order therefore constitute a final commitment to purchase. Cancellation is not accepted once compounding has begun, and the product cannot be returned after delivery, except where the pharmacy is shown to have made a compounding error or where a defect attributable to the laboratory is documented.
Clients have the right to return products purchased through our e-commerce store within seven (7) days of receipt, provided the product is in its original condition, has not been used, and the safety seal has not been broken, in accordance with the Saudi E-Commerce Law. This right does not extend to the categories listed in Section 3 of this policy — including compounded preparations, opened medications, and temperature-sensitive items — as these fall within the statutory exceptions to the right of withdrawal.
If delivery of an online order is delayed by more than fifteen (15) days from the contract date for reasons other than force majeure, the Client has the right to cancel the order and obtain a full refund in accordance with the E-Commerce Law.
Refunds are issued through the original payment method, within the standard processing windows of the financial institutions involved: seven (7) to fourteen (14) business days for Mada and credit cards, two (2) to five (5) business days for e-wallet payments, and immediately for in-branch cash payments. A ZATCA-compliant electronic Credit Note is issued for every refund and shared with the Client by email or SMS.
If a Client is not satisfied with our response, they may escalate to the competent authorities:
Estrogen Pharmacy reserves the right to refuse any return that does not satisfy the terms of this policy, where tampering or misuse is detected, where the return would violate SFDA regulations, or where it would compromise the safety of other inventory. Estrogen Pharmacy may also update this policy from time to time to remain aligned with regulatory changes; the version published on our official channels at any given time is the version that applies.
