Pharmacy products are held to stricter standards than ordinary retail, and those standards exist to protect you. This page sets out exactly what can come back, what cannot, and how your money is returned. If anything is unclear, message us before you send anything back.
What you can return
Unopened, unused non-medicinal items such as skincare, devices and accessories can be returned within 7 days of delivery in their original sealed packaging.
What we cannot take back
- Medicines, once dispensed. This is in line with Qatar health regulations: once a medicine leaves controlled pharmacy storage we can no longer guarantee its condition, so it is never restocked or resold.
- Items that have been opened or used, or that are no longer in their original sealed packaging, unless they arrived damaged or incorrect.
Damaged, incorrect or incomplete orders
These are our responsibility, full stop. Tell us within 48 hours of delivery and we will replace the item or refund you, whichever you prefer, without forms or fuss.
Changing or cancelling an order
You can change or cancel an order until it leaves the pharmacy. Contact us on WhatsApp or by phone at +974 5199 1414 as soon as possible and we will amend or cancel it straight away.
How to start a return
Message us on WhatsApp at +974 5199 1414 with your order number and a quick photo of the item. Our team will confirm the next steps during opening hours, usually within the hour.
Refunds
- Paid in cash: we refund you in cash.
- Paid by card: we refund the same card through the bank. Your bank decides how long the refund takes to show on your statement.
- If you prefer, we can give you store credit instead.
- If we cannot accept an order, for example because of stock, safety or a prescription that cannot be dispensed, any payment already taken is refunded in full.
- If a price was listed in error, we contact you with the correct price and you may confirm the order or cancel it with a full refund.
Questions
Questions about a return or a refund are always welcome at care@alataapharmacies.com or on WhatsApp at +974 5199 1414.