Returns & refunds

Last updated: 30 October 2026

If something is wrong with your order, we put it right: we replace the item or refund you. This policy explains how, and which items cannot be returned for safety reasons.

1. Something is wrong with your order

We replace or refund an item when:

• you received the wrong product, strength or quantity;
• an item is missing;
• an item arrived damaged, leaking, opened or with a broken seal;
• an item is expired, or expires before you could finish a normal course;
• your order did not arrive.

Please tell us as soon as possible, and no later than 14 days after delivery (30 days for a manufacturing defect that only shows during use). Use "Report a problem" on your order page or write in the chat, with a photo of the item and its pack if you can. Keep the item and its pack until we have answered. If needed, we collect it from you free of charge.

2. Returning an item you no longer need

You can return an item within 14 days of delivery if it is unopened, unused and in its original factory-sealed pack, with nothing missing. Write to us in the chat and we arrange to collect it in our delivery area. Collection is free.

For health and safety reasons, these items cannot be returned once delivered unless there is a problem from section 1:

• medicines that must be kept in the fridge, and other cold-chain products;
• any medicine or product whose pack has been opened or whose seal is broken, and cut strips or partial packs;
• baby milk and baby food;
• personal and intimate hygiene products, and medical devices that touch the body once their pack is opened;
• products prepared or ordered specially for you.

3. Refunds

• When we approve a refund, you get back the full price of the affected items. If the whole order was wrong or did not arrive, the delivery fee is refunded too.
• Card or mobile wallet payments are refunded to the same card or wallet. We start the refund within 7 days of approving it; your bank or wallet may take up to 14 more days to show it.
• Cash payments are refunded in Egyptian pounds by our courier, or by InstaPay or mobile wallet transfer to an Egyptian account if you prefer. You can also choose a replacement instead.
• The value of a discount code is not paid out in cash.

4. Items we could not supply

If a Pharmacy cannot supply an item, a pharmacist decides not to dispense it (for example, without a valid prescription), or we cancel an order, you are not charged for it. Anything already paid is refunded as described in section 3.

5. Your legal rights

This policy does not reduce your rights under Egyptian Consumer Protection Law No. 181 of 2018. If you are not happy with our answer, you can contact Egypt's Consumer Protection Agency.

6. Contact

The chat on the Platform, 24 hours a day, in your language. Email: complaints@greenpharmacies-sharm.com.