Last updated: 12 October 2026
We want you to be happy with every order. Because most of our products are health, hygiene and personal care items, they cannot be returned once delivered, unless something is wrong with them. This policy explains how to cancel an order, and when we replace or refund items.
Cancelling an order
- Before dispatch – free. You can cancel your order free of charge at any time before it leaves the pharmacy. Contact us as soon as possible by phone or WhatsApp on +968 9674 2343 with your order number.
- After dispatch. Once your order is on its way it can no longer be cancelled. If there is a problem with an item when it arrives, the return rules below apply.
- Cash on Delivery orders cancelled before dispatch have nothing to pay.
- Card and Apple Pay orders cancelled before dispatch are refunded in full to the original payment method.
When we cancel an order
We may cancel all or part of an order if an item is out of stock, a pharmacist advises against supplying it, we cannot reach you or confirm the delivery location, the price was listed in error, or we suspect fraud. We will let you know, and any amount you have paid for the cancelled items is refunded in full.
Items we replace or refund
We will gladly replace or refund an item if:
- it arrives damaged or defective (for example an opened box, broken seal or leaking product);
- we sent the wrong item, size, variant or quantity; or
- it is expired or past its use-by date when delivered.
Items that cannot be returned
- Products that have been opened, used or had their seal broken.
- Medicines, personal care and hygiene products (unless damaged, wrong or expired on delivery).
- Temperature-sensitive items.
- Any item marked "non-returnable" on its product page.
We do not sell prescription-only medicines online.
Reporting time
Please check your order when it arrives and report any problem within 1 hour of delivery. Claims made later may not be accepted, because we cannot confirm how the product was handled or stored after delivery.
How to request a return or replacement
- Contact us by phone, WhatsApp, email, live chat or the contact form on the website or app.
- Share the details: your order number, a short description of the problem and clear photos of the item and packaging.
- Review: our team checks your request and tells you the next step by phone, WhatsApp or email. Where the item needs to come back, we will arrange collection or tell you how to return it.
Returned items must be in their original packaging with all parts included.
Refunds
- Card and Apple Pay payments are refunded to the original payment method. Banks usually take a few working days to show the refund, and the time depends on your bank.
- For Cash on Delivery orders, our team will contact you to arrange the refund.
- Delivery charges are refunded when the problem was our mistake (damaged, wrong or expired items, or an order we cancelled).
Replacements
Approved replacements are delivered to your original delivery address at no extra cost, subject to stock. If the item is no longer available, we will offer a similar product or a refund.
Contact us
Phone and WhatsApp: +968 9674 2343
Email: ecommerce@avicenom.com
Customer support: every day, 8:00 AM to 12:00 midnight