Returns & Exchange Policy

Effective Date: [10/24/2023]
Last Updated: [10/10/2025]

Welcome to Janna Pharmacy.
This Refund and Returns Policy explains your rights and options when returning products purchased from our website https://www.jannapharmacy.com (the “Site”).

We are committed to ensuring that our customers are satisfied with their purchases and that all returns, exchanges, and refunds comply with the laws of the State of Qatar.

1. General Conditions

  • By placing an order with Janna Pharmacy, you agree to this Refund and Returns Policy.
  • Refunds or exchanges are subject to the Qatar Consumer Protection Law No. 8 of 2008 and the Ministry of Public Health (MOPH) regulations on handling pharmaceutical products.
  • Due to health and safety considerations, certain items cannot be returned or refunded once sold, especially if the packaging has been opened or tampered with.

2. Non-Returnable and Non-Refundable Items

For hygiene and safety reasons, the following items are non-returnable and non-refundable once delivered or collected:

  • Prescription medicines and pharmaceutical products.
  • Over-the-counter medications.
  • Medical devices and health products that have been unsealed or used.
  • Personal care items, skincare products, and cosmetics that have been opened or used.
  • Any product that has been damaged or altered after delivery.

However, if a product is defective, expired, incorrectly supplied, or damaged during delivery, you are entitled to a replacement or refund, as detailed below.

3. Returnable Items

We accept returns only in the following cases:

  • The product delivered is incorrect (different from what you ordered).
  • The product is damaged, defective, or expired upon receipt.
  • The product’s packaging is unopened, unused, and in its original condition (where return is legally permitted).

4. Return and Refund Procedure

If you wish to return an eligible product:

  1. Contact Us within 48 hours of receiving your order by email or phone:
    • Email: [Insert Email Address]
    • Phone/WhatsApp: [Insert Phone Number]
    • Please include your order number, contact details, and a photo of the product (if damaged or incorrect).
  2. Inspection and Approval:
    • Once we receive your request, our customer service team will review it and may request additional information.
    • If your return request is approved, we will arrange for collection or request you to return the product to our store.
  3. Refund Processing:
    • Refunds will be issued via the original payment method (e.g., credit/debit card) within 7–14 business days after we receive and inspect the returned product.
    • Delivery charges are non-refundable unless the return is due to our error (wrong or damaged item).
    • If you paid cash on delivery, refunds will be provided via store credit or bank transfer, depending on your preference.

5. Exchange Policy

  • Exchanges are allowed only if the item is in stock and meets the return eligibility criteria above.
  • If the product is unavailable, you may choose to receive a refund or store credit.

6. Cancellation Policy

  • Orders can be cancelled before dispatch without penalty.
  • Once the order is shipped or delivered, cancellation is not possible unless the item qualifies for return under this policy.
  • To cancel an order, contact us immediately at [Insert Email] or [Insert Phone].

7. Damaged or Incorrect Products

If you receive a damaged or incorrect product:

  • Notify us within 48 hours of delivery with photo evidence.
  • We will arrange a free replacement or full refund.
  • You must retain the original packaging for inspection.

8. Delivery Errors

If your delivery is delayed, incomplete, or not received:

  • Contact our customer service team immediately.
  • We will investigate and ensure prompt redelivery or refund as applicable.

9. Store Credit

  • In some cases, refunds may be provided as store credit to be used for future purchases.
  • Store credit will remain valid for 6 months from the date of issue.

10. Contact Information

For any return, refund, or exchange inquiries, please contact us at:

Janna Pharmacy
📍 Address: [Al Mirqab St./ Building No. 14 / Office 2, Doha, Qatar]
📞 Phone: [52000327]
✉️ Email: [info@jannapharmacy.com]
🌐 Website: [https://www.jannapharmacy.com]

11. Policy Updates

We may update or modify this policy at any time to comply with new regulations or improve our service.
All changes will be posted on this page with the updated effective date.