Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at care@healthcarepranic.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at care@healthcarepranic.com. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at care@healthcarepranic.com.

Return & Refund Policy

At Healthcare Pranic, we are committed to delivering high-quality pharmaceutical and healthcare products. As per UAE pharmaceutical regulations, we maintain strict quality and safety standards. To ensure compliance with MOHguidelines and to protect the integrity of all medications and health products, our return and refund policy is outlined below:

1. General Policy

  • Returns will only be accepted under specific circumstances, primarily in the case of:
    • Wrong product delivered
    • Damaged product upon delivery
    • Expired product received
  • Products must be reported within 48 hours of delivery to be eligible for review.

2. Non-Returnable Products (As per UAE MOH Guidelines)

Due to regulatory, safety, and storage conditions, the following cannot be returned or exchanged:

  • Opened or used pharmaceutical products
  • Prescription medications
  • Cold-chain or temperature-sensitive items
  • Medical consumables or injectables
  • Products damaged after delivery due to improper handling or storage

3. Return Conditions (if applicable)

  • All returned items must be unopened, unused, and in their original packaging.
  • The batch number and expiry date must match our dispatch records.
  • Return request must be initiated within 48 hours of delivery.

4. ETC Range (Ethical Trade Channel Products)

ETC products are handled under strict regulatory supervision and delivered through authorized healthcare channels.

Return for ETC products is allowed only if:

  • The product is damaged, expired, or not as per the approved order.
  • Proof (photo/video) is provided within 24–48 hours of receipt.
  • Returns will not be accepted for opened packages or those stored improperly after delivery.

5. Conventional Products

For non-prescription or general pharmaceutical items:

  • Returns may be accepted within 7 days only if the product is unopened and in perfect saleable condition.
  • No returns for consumables, syrups, opened strips, or bottles unless defective.

6. Refund Process

  • Upon receiving and verifying the returned product, eligible refunds will be processed to the original payment method within 7–14 business days.
  • Shipping charges are non-refundable unless due to error from our side.

7. How to Report a Return

To initiate a return, please contact our customer care team:

📧 Email: info@healthcarepranic.com

Please include:

  • Order number
  • Product name
  • Reason for return
  • Supporting images (if damaged, incorrect, or expired)

8. UAE Consumer Protection Compliance

We strictly follow UAE Federal Law No. 15 of 2020 on Consumer Protection and the Ministry of Health & Prevention (MOHAP) regulations for pharmaceutical returns and safety compliance.

For further assistance, customers can also contact the Consumer Protection Department – UAE Ministry of Economy.