سياسة الاستبدال والاسترجاع

..*** Purchase ***---------------------- Material accuracy ----------------------Materials appearing on the Live Medical Pharmacy website may contain technical, printing, or photographic errors. Live Pharmacy does not guarantee that any of the materials on its website are accurate, complete, or up-to-date. Live Pharmacy may make changes to the materials on its website without prior notice. However, we do not undertake any obligation to update these materials. 1- Product availability Product availability may differ between branches and the online store; the buyer should review the delivery branch to confirm product availability. 2- Coupons and discount codes You can use a discount coupon with other offers and discounts on products. It depends on the coupon used. There is no maximum discount unless otherwise specified. Discount coupons may not include medicines or non-prescription drugs or infant formula or baby food or diapers or some products. 3- Offers In case of returning offers 1+1 or 2+1 or 1+2 or discount on the second item or group offers, the entire offer group must be returned. In case of returning items from offers, the entire group of items must be returned at their value at the time of the offer. In discounts, free product offers, group product offers, and brand offers: the offer applies to the cheaper items. Offer items must be added to the shopping cart to benefit from the offer. Discount coupons may not be used with other offers and discounts on products. 4- Payment Payment can be made in several ways: Mada cards, credit cards, Apple Pay, Tabby, Tamara, cash on delivery. Amounts will be calculated in Saudi Riyals. Canceled orders before delivery will be refunded to the same card used within 7-14 working days. Refunds for installment service payments will be processed through the same platform used for payment within 7-14 working days. In discounts, free product offers, group offers, and brand offers: the offer applies to the cheaper items. Offer items must be added to the shopping cart to benefit from the offer.------------------------------------------------------------------- Order status ---------------------------- New orders are received and are pending review to ensure product availability, delivery possibility, and customer requests. Our staff review product availability for new orders, and if available, the buyer is contacted and the pickup time is confirmed. The order status changes according to product availability, customer response, shipping status, and order receipt. Orders are canceled if there is a pricing error or if agreed upon. Live Pharmacy reserves the right to cancel orders if an error occurs during order execution or if the required quantity of products is unavailable. Live Pharmacy reserves the right to cancel orders if the name of the buyer does not match the name of the payment method owner or if prepayment is claimed without payment confirmation. Live Pharmacy reserves the right to cancel orders if there is suspicion of harmful purchasing behavior against other customers' rights or incorrect pricing or quantities, to maintain equal opportunities for all customers to receive their products in the correct quantity and pricing. Order cases: Pending review: the status of new orders before review and execution by Live Pharmacy staff. Awaiting payment: unpaid orders awaiting payment by the customer. In process: orders being handled, confirming product availability, and choosing a suitable date for customer pickup. Ready for pickup: orders ready for pickup from the branch after stock check, awaiting customer pickup from the branch. Executed: orders after being processed. In delivery: orders being delivered to the customer's address by the branch delivery representative according to the customer's choice. Shipped: orders shipped by shipping companies according to the customer's choice and awaiting delivery to the customer. Delivered: orders after being delivered to and received by the customer. Canceled: orders after cancellation by the customer or according to Live Pharmacy's terms before order execution. Return in progress: orders when returning some or all products according to the customer's choice or Live Pharmacy's terms. Returned: orders after returning some or all products according to the customer's choice or Live Pharmacy's terms. ** 5- Delivery There is no minimum purchase required to benefit from the delivery service. Live Pharmacy works with shipping companies and external couriers to facilitate customers in obtaining their products, following the policies of shipping and delivery companies to maintain customer privacy and security and ensure proper delivery within the terms and policies of the shipping companies. Although customers can order 24 hours a day, the delivery service is available every day: from Saturday to Thursday from 8 am to 8 pm, and on Friday from 4 pm to 8 pm unless otherwise specified to the shipping company or delivery representative. The expected delivery period is clarified with each shipping method. All available shipping options within the city are shown on the shipping page, and the customer chooses the shipping method suitable for their area based on residential neighborhoods within the scope of the courier or company. If an order is placed with a courier not covering the delivery area, the shipping courier will be changed to the appropriate one, and the customer bears the difference if there is a discrepancy in delivery cost, or the order is canceled if no suitable courier is available. The buyer should review the delivery branch when choosing the branch to ensure product availability. Shipping conditions and timings vary from one company to another and from one delivery courier to another; please ensure the shipping company is suitable for the nature of the requested products. Some shipping methods do not offer refrigerated shipping.---------------------------------------*** Replacement and Return ****- 6- *** Replacement and Return *** To return or exchange purchased products, visit any Live Pharmacy branch within 7 days of purchase, and bring the purchase receipt to complete any return or exchange process. In case of returning offers 1+1 or 2+1 or 1+2 or discount on the second item or group offers, the entire offer group must be returned. In case of returning items from offers, the entire group of items must be returned at their value at the time of the offer. The purchase invoice is necessary to provide return and exchange services, within 7 days from the purchase date. Items must be in their original condition without alteration (such as color change or missing parts). In case of returning purchases for a refund, points earned from the purchases will be deducted from your points. If the order is canceled before delivery, the purchase amount will be refunded, and the shipping fee may be deducted if it has been shipped or a shipping bill has been issued for the order. Cases where product return or exchange is not accepted: If the barcode has been removed or erased or the product has been modified in any way. Items requiring special storage conditions such as refrigerated medicines and baby foods. Products covered by health insurance cannot be returned or exchanged. Maternity clothes or personal care products to protect public health. The amount will be refunded after the product reaches us and its condition is verified, within 7 to 14 working days from the date we receive the product.