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Refund Policy - Eve Pharmacy

Refund Policy

6. Our Cancellation, Returns and Refund Policy

6.1 Except in relation to the Products specified in the next paragraph, you may cancel your order at any stage before the Products are dispatched to you, and up to 28 days after receipt. To cancel your order prior to confirmation of dispatch you can either (a) complete and return the cancellation form to  to contact our Customer team. To cancel an order after confirmation of dispatch there is no need to contact us. You can simply follow the Returns Procedure. Your right to cancel set out in this paragraph 6.1 is in addition to your rights under the Consumer Contracts Regulations 2013 (the “Regulations”). Further details of your rights under the Regulations are set out in paragraph 6.8.

6.2 Exceptions

(a) Unless such Products were damaged or faulty when delivered to you or have been incorrectly delivered, you may not cancel your order if the Products are (i) perishable items (e.g. food and baby milk); (ii) medicines; (iii) personalized for you; (iv) sealed Products which are not suitable for return due to health or hygiene reasons if unsealed after delivery, unless such Products were damaged or faulty when delivered to you or have been incorrectly delivered; or (v) unsealed Products which are not suitable for return due to health or hygiene reasons (for example, pierced earrings) unless such Products were damaged or faulty when delivered to you or have been incorrectly delivered.

(b) If your Products have been supplied by a 3rd Party Supplier, do not follow the Returns Procedure specified above in paragraph 6.1. Instead, you will receive a document labelled “Returns Information” from the 3rd Party Supplier, with your Products. You must check the Returns Information document and follow the steps in that document to return a 3rd Party Supplier Product. Take care to return the item(s) within the time period specified in that document, we (Eve Pharmacy) do not handle the returns and these Products cannot be returned to one of our stores.


6.3 Where you decide to cancel an order after the Products have been dispatched, you will be under a duty to return them to us or the relevant 3rd Party Supplier (as applicable), at your own risk. We will not be responsible for any loss or damage to the Products in transit. All such Products should be returned within the time period specified in the Returns Procedure (if it is a Product supplied directly by Eve Pharmacy) or Returns Information (if it is a Product supplied directly from a 3rd Party Supplier) received with the Products. Note that Products ordered online and supplied directly by Eve Pharmacy can be taken by you to a Eve Pharmacy store to handle the return. Until such time as they are returned, you must retain possession of the Products and take reasonable care of them.

6.4 You should return the Products to us or the relevant 3rd Party Supplier (as applicable) unused (except to the extent reasonably necessary to examine them or where the Eve Pharmacy 100% Happiness Guarantee applies), and in the same condition in which you received them together with the original Product packaging, in accordance with our Returns Procedure or the Returns Information received from the 3rd Party Supplier(s) (as applicable) for the Product(s).

6.5 Cost of Return

(a) Products dispatched by Eve Pharmacy: We will bear the cost of you returning the Products to us providing the parcel is sent.

(b) Products dispatched by a 3rd Party Supplier: Please check your Returns Information for any cots and instructions relating to returning your Product(s).


6.6 After you cancel your order and return the Products we will reimburse you all sums debited by us including the cost of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). We may make a deduction from the reimbursement for loss in value of any Products if the loss is a result of unnecessary handling by you. This would include for example the unsealing of sealed products but excludes Products subject to the Eve Pharmacy 100% Happiness Guarantee We will notify you of your refund via e-mail within a reasonable period of time. We will make the reimbursement using the same method originally used by you to pay for your purchase. Refunds for Products purchased as gifts can only be given to the credit/debit card of the person who placed the order. We will process the refund due to you as soon as possible and, in any case, within the earlier of (a) 14 days of the day we receive back the Products from you; (b) 14 days of the day you provide us with evidence that you have returned the Products; or (c) where no Products were dispatched 14 days of the day you provide your notice to cancel the order.

6.7 In addition to our returns policy set out in paragraph 6.1 above, if any Product you purchase is damaged, faulty or incorrect, we or our 3rd Party Supplier(s) may offer an exchange or refund as appropriate, in accordance with your legal rights under the UAE Law. Your legal rights under the law are that within 30 days of delivery of the Products, you may exercise the right to a refund if the Product purchased is not of satisfactory quality, fit for purpose or as described. After the 30-day period, but within six months of the date of delivery and where the Product is faulty, you are entitled to a repair or replacement or where that is not possible, or the repair/ replacement does not resolve the fault, a refund. On expiry of the sixth month following the date of delivery, similar rights under the Act exist, but only if you can prove that the fault was present at the point of delivery.

If you believe a Product is faulty, you should return the Product to us or the 3rd Party Supplier(s) in accordance with the Returns Procedure or the Returns Information received from the 3rd Party Supplier (as applicable) for the Products.

6.8 Under the Regulations you have the following rights:

(a) To cancel your order up to 14 calendar days after the day on which you receive the Products. This right does not apply to the items listed in paragraph 6.2 above unless these items are faulty.

(b) If you decide to cancel your order you must inform us in writing of your decision to cancel. You can cancel by email:, or write to: The Eve Pharmacy Customer Team, Shop no 1 J1 Building, Garden City, Al-Jurf Ajman.

(c) You must take reasonable care of the Products whilst they are in your possession. You must return them to us within 14 days of cancelling the order and we will process your refund in accordance with paragraph 6.6 above.

If you have any questions regarding returns, Contact Us.

6.9 Our policy on cancellations, returns and refunds does not affect your statutory legal rights under the Law or the Regulations. If you have further questions regarding your legal rights please contact your local Citizens’ Advice Bureau or your local Trading Standards Office.



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