Returns, Exchanges & Refunds

Tabarak Pharmacy | Kingdom of Bahrain

Last updated: October 2026

Your health and satisfaction matter to us. Because medicines and certain healthcare products require special handling, return conditions vary by product type.

Find answers below about returning a product, requesting an exchange, cancelling an order, and receiving a refund.

Returns & Product Eligibility

1. Which purchases does this policy cover?

This policy applies to purchases made through the Tabarak Pharmacy app, including orders delivered to your address and app orders collected from the pharmacy.

It forms part of our Terms & Conditions. Different conditions apply to change-of-mind returns and claims involving wrong, damaged, defective, expired, or incorrectly supplied products.

2. Can I return a product if I change my mind?

Eligible non-medicine products may be returned within 7 calendar days after delivery or collection, provided they are unopened, unused, complete, and in their original condition and packaging. Original manufacturer seals must remain intact where provided.

Eligible categories include certain baby-care products, personal-care products, cosmetics, skincare, vitamins, supplements, medical devices, and other non-medicine items.

The day after delivery or collection counts as day one. Please contact us within this period; a delay by our team in responding or arranging collection will not make a timely request late.

The special restrictions below apply to medicines, temperature-sensitive products, infant formula, and opened hygiene products. Vitamins or supplements supplied as medicines follow the medicine rules.

3. Can I return prescription or over-the-counter medicines?

Prescription and over-the-counter medicines cannot be returned or exchanged for change of mind after delivery or collection. This includes correctly supplied medicines that are no longer needed, were ordered by mistake, or are affected by a later change in treatment.

Under our safety policy, medicines returned after being in a customer’s possession will not be resold to another patient.

However, this does not prevent a replacement or refund for a dispensing error, defect, contamination, damage, expiry at supply, or another supply-related problem.

Prescription replacements and substitutions require pharmacist review and any necessary prescription or prescriber authorisation. Controlled and psychotropic medicines are handled only through authorised procedures.

4. Can I return refrigerated or temperature-sensitive products?

These products are not eligible for change-of-mind returns after delivery or collection.

If a product was incorrectly supplied, damaged, defective, expired when delivered, or affected by a storage failure during our handling or delivery, we will investigate and provide an appropriate replacement or refund.

Please follow the storage instructions on the specific product. Not every temperature-sensitive product requires refrigeration, and a package feeling cool does not, by itself, confirm that the required storage conditions were maintained.

Contact our pharmacist immediately about suspected temperature problems. Keep the product and packaging safely, follow the storage instructions, and obtain advice before using the affected product.

Damage caused solely by incorrect storage after proper delivery is not normally covered. This does not exclude a claim involving incorrect storage instructions from us or a problem that existed before handover.

5. Can I return infant formula or baby milk?

Infant formula and baby milk are not eligible for change-of-mind returns, even when unopened. This includes correctly supplied products ordered in the wrong stage or type, or products your baby does not like or tolerate.

We will investigate and provide an appropriate replacement or refund where we supplied the wrong product or stage, or where the product was damaged, contaminated, defective, expired at supply, affected by a relevant recall, or improperly stored during our handling or delivery.

Opening a product does not automatically prevent a genuine quality or safety claim. Keep the packaging, batch number, and expiry details where safe. If your baby is unwell, seek medical advice promptly.

6. Can I return opened personal-care, hygiene, or cosmetic products?

Opened or used hygiene, personal-care, skincare, and cosmetic products are not eligible for change-of-mind returns. This also applies to opened intimate-use products and items that contact blood or bodily fluids.

However, opening a product does not automatically remove your right to report a defect, contamination, incorrect supply, or another genuine product problem.

7. Can I return a medical device or equipment?

Unopened, unused medical devices may qualify for a change-of-mind return within 7 calendar days, provided they are complete and in their original packaging.

If a device is faulty or does not match its description, we will assess it for a replacement, refund, or an agreed repair where appropriate.

The seven-day voluntary-return period does not replace applicable defect remedies or warranty coverage. We will assist with manufacturer or agent warranty claims where relevant.

8. What happens if my item is wrong, damaged, defective, or expired?

Please contact us so we can assess the problem. Where the claim is accepted, we will normally offer your choice of an appropriate replacement or refund, subject to applicable pharmacy and legal requirements.

This includes an incorrect product, strength, form, size, stage, flavour, brand, or quantity; damage or a compromised safety seal; a defect or mismatch with the agreed description; expiry at supply; or a delivery-related storage failure.

We will also review products supplied with insufficient remaining shelf life for their reasonably foreseeable use as directed, where this was not adequately disclosed before purchase.

You will not pay collection or replacement-delivery charges for an accepted supply-related claim. Overcharges and duplicate payments will be corrected by refunding the excess amount.

9. How quickly should I report a problem?

Please report wrong items, missing items, and visible delivery damage as soon as possible, preferably within 48 hours of delivery.

Report medication errors and suspected temperature problems immediately. For a delivery-related temperature concern, please contact us preferably within 2 hours of receiving the product.

For other faulty or nonconforming products, please submit your request within 15 calendar days of receipt where possible.

These reporting periods are intended to support prompt investigation. They are not automatic rejection deadlines. Hidden defects, recalls, warranties, and any longer rights available under applicable law remain subject to assessment.

10. What if I discover a problem after opening the product or after the reporting period?

Hidden defects, contamination, mislabelling, and problems that were not reasonably visible on delivery will be assessed even after the ordinary reporting periods. Opening a product to discover a defect does not, by itself, invalidate the claim.

If the problem was present when the product was supplied, we will provide the appropriate remedy.

A product that was suitable when delivered does not become refundable merely because it later reaches its clearly stated expiry date. This does not affect a claim involving insufficient shelf life at supply or misleading information.

11. What should I do if I suspect a medication error or experience a reaction?

Do not use a product you suspect was incorrectly supplied. Contact our pharmacist immediately, especially if the medicine, strength, form, quantity, or directions appear inconsistent with your prescription.

If your next dose is due, obtain urgent professional advice about a safe replacement and continuity of treatment.

For serious symptoms or a medical emergency, seek emergency care rather than waiting for a return or refund review.

A reaction, intolerance, or lack of the expected effect does not automatically establish a defect, but we will treat the report seriously and arrange appropriate pharmacist review.

Requesting a Return or Exchange

12. How do I submit a request?

Open the relevant order in the app and select “Report a problem”, where available, or contact our customer-support team using the details at the bottom of this page.

Please provide your order number and a brief explanation of the issue.

For urgent medication errors or temperature concerns, telephone us during the published contact hours instead of relying only on email or app messages.

If an app function is unavailable, another contact channel may be used. We will use the date of your first contact when assessing whether the request was submitted on time.

13. What information will I need to provide?

Please provide your order number, the name or mobile number associated with the order, and a description of the problem.

Where available, include clear photographs of the product, packaging, label, batch number, expiry date, and relevant damage. For temperature concerns, include any supplied temperature indicator.

A paper receipt is not essential where we can verify the purchase through an app order, electronic invoice, payment record, or other reliable evidence.

Keep the product safely for possible inspection or collection. Do not send leaking products, loose needles, or other hazardous items through an ordinary courier; contact us for instructions.

We will request only information reasonably necessary to assess the claim. Do not send card security codes, banking passwords, or unnecessary medical records.

14. What happens after I submit my request?

We aim to acknowledge your request within 1 working day. Safety-related reports receive priority when received by our pharmacy team.

We aim to provide an initial decision or substantive update within 3 working days. If inspection is necessary, we aim to decide within three working days after receiving the product.

If specialist assessment or further information is required, we will explain the reason and provide the next update date.

Where a return is approved, we will confirm the collection or return arrangements. Please do not send products back before receiving our instructions.

For these administrative targets, working days are Sunday to Thursday, excluding Bahrain public holidays. Pharmacy opening hours may differ.

Refunds & Exchanges

15. Can I choose how to receive my refund?

Yes. You can choose T-wallet or another available refund method.

An approved refund may be issued to your T-wallet, returned to your original payment method, or provided through another available method agreed with you.

For cash-on-delivery orders, available options may include T-wallet, bank transfer, cash, or another agreed method.

We will confirm your preferred available refund method before processing it. T-wallet credit is optional and will not be issued automatically without your agreement.

The available options depend on how the order was paid, payment-provider requirements, and any applicable insurance or split-payment conditions. You are not required to accept wallet credit instead of an available monetary refund where one is due.

16. How long will my refund take?

For an approved T-wallet refund, we aim to credit your wallet immediately after approval and confirmation of your choice.

For a refund to your original payment method or an agreed bank account, we aim to process it within 3–7 working days after approval, or sooner where required.

Your bank or payment provider may need additional time to display the funds. We will confirm the refund amount and method once processed.

17. How much will I receive, and are delivery fees refundable?

For an accepted claim involving a faulty or incorrectly supplied product, we will refund the amount actually paid for the affected item, including applicable tax and any delivery charge attributable to that item.

If the entire order is refunded because of a supply-related problem, the original delivery charge will also be refunded. You will not pay collection, replacement-delivery, or restocking fees for an accepted problem-related claim.

For an approved change-of-mind return, the original delivery charge is normally not refundable. A return-collection charge may apply, but it will be disclosed before you agree to the arrangement.

Refunds reflect the amount actually paid, not an item’s undiscounted retail price.

18. What if I paid using T-wallet or more than one payment method?

An amount originally paid using T-wallet will normally be returned to T-wallet.

For split payments, we normally return each portion to its corresponding payment source, unless another available arrangement is agreed with you.

Before processing, we will explain which portions can be refunded to T-wallet, a card, a bank account, or another eligible payment method.

This does not convert reward points, promotional credit, or insurer-funded payments into a personal cash refund.

19. What happens to Smiles points and discount vouchers?

Smiles points used to pay for a refunded item will be restored proportionately. Points earned from the returned or refunded item will be reversed.

Monetary refunds reflect the amount paid in money; points and promotional credit are not automatically converted to cash.

Voucher adjustments follow the applicable promotional terms. Where our error or a defective product causes a voucher-funded purchase to be reversed, we will restore the applicable benefit or provide an equivalent reasonable adjustment.

20. Can I exchange a product instead of receiving a refund?

Yes, where an exchange is permitted and a suitable product is available.

For a voluntary exchange, you pay any agreed increase in price and receive any difference owed to you through an available refund method.

We will not charge extra simply to correct our own error and supply the product originally agreed.

Prescription exchanges require pharmacist approval and any necessary prescription or prescriber authorisation. If a suitable exchange cannot be arranged, we will explain the available refund options.

21. Can I return products purchased as part of an offer or bundle?

For a change-of-mind return, the complete promotional set and any associated free gifts should normally be returned together. The refund will reflect the amount actually paid for the offer.

For a defective or incorrectly supplied item within a bundle, we will assess the affected item separately. We will not automatically refuse a remedy because an unrelated bundle item or gift cannot be returned.

Any refund or price adjustment will reflect the applicable offer terms and your legal rights.

22. What if my purchase was paid for through insurance?

A change-of-mind return for an insurance-funded purchase requires any necessary insurer approval and claim reversal.

Claims involving wrong, damaged, defective, expired, or incorrectly supplied products will still be assessed.

Any refund will be allocated appropriately between the insurer and the customer, including an eligible customer co-payment. Amounts funded by the insurer cannot be redirected into the customer’s personal T-wallet or paid to the customer as cash.

Cancellations & Delivery Problems

23. Can I cancel my order before delivery or collection?

You may request cancellation through the app or by contacting us.

Cancellation is free before dispatch and before any genuinely patient-specific preparation that may lawfully affect cancellation.

If an item has already been individually prepared, dispensed, or dispatched, we will assess the request according to its actual stage and any relevant conditions clearly disclosed before purchase. Pharmacist approval alone does not automatically make an order non-refundable.

Any permitted deduction must be lawful, previously disclosed, proportionate, and explained.

If we cannot fulfil your order because of a stock, dispensing, delivery, or other supply problem, we will refund the undelivered items and any delivery charge that should no longer apply. Refunds follow the payment-choice process above.

24. What happens if I am unavailable or refuse delivery?

We will make reasonable contact attempts and explain the available redelivery or cancellation options.

A redelivery charge may apply where properly disclosed and justified. We will assess any product restrictions according to the actual handling, storage conditions, and reason delivery was unsuccessful.

We will not automatically refuse a refund simply because the order contains medicines or refrigerated products.

You may refuse an order that appears incorrect, damaged, or unsafe. We will investigate without applying a refusal penalty merely for raising a genuine concern.

For refusal of a correct, undamaged order without a supply-related reason, any applicable charges must be lawful, disclosed, and explained.

25. What if my order is missing an item, has not arrived, or is seriously delayed?

If we confirm that an item was not supplied, we will deliver it without an additional delivery charge or refund its price.

For a significant delay, we will explain the available delivery, cancellation, or refund options. Delivery estimates do not remove any applicable cancellation or refund right.

If we cannot complete delivery safely or meet an agreed essential delivery timeframe, we will offer an appropriate resolution.

Safety, Complaints & Your Rights

26. What happens if a product is recalled?

Where an applicable recall or safety alert affects a product purchased from us, we will take reasonable steps to contact affected customers using the available order details.

Follow the specific recall instructions. For essential prescribed treatment, obtain urgent pharmacist or prescriber advice about a safe alternative and continuity of treatment.

Where the affected product requires return, we will arrange the applicable replacement or refund without collection or replacement-delivery charges.

Ordinary change-of-mind and reporting periods will not prevent a valid recall-related remedy.

27. Can a return or refund request be declined?

A voluntary return may be declined where the product is ineligible, the request is late, or the required return conditions are not met.

A problem-related claim may be declined where the evidence establishes that the issue arose solely from misuse, customer-caused damage, tampering, or incorrect storage after proper delivery.

We may investigate objective evidence of product substitution, falsified records, duplicate reimbursement, or other abuse. Making more than one genuine complaint is not, by itself, evidence of fraud.

We will explain the reasons for a refusal and how to request a review. These provisions do not remove legitimate legal rights.

28. What can I do if I disagree with a decision?

We aim to provide a review outcome or substantive update within 5 working days.

You may also refer your complaint to the competent Bahraini authority, including the Ministry of Industry and Commerce’s Consumer Protection Directorate or the National Health Regulatory Authority, depending on the nature of the issue and the authority’s jurisdiction.

You do not have to complete our internal review before exercising a legal right to complain to an authority or seek a legal remedy.

29. Does this policy affect my legal rights?

No. This policy does not exclude or reduce any mandatory rights you have under applicable Bahraini law.

Restrictions on change-of-mind returns do not automatically exclude remedies for faulty, unsafe, or incorrectly supplied products.

Where a policy term conflicts with an applicable mandatory legal requirement, that requirement takes priority.

30. Can this policy change after I place an order?

We may update this policy when our services, processes, or applicable requirements change.

The version presented when you placed your order will normally apply to that order, subject to any overriding mandatory legal requirement. We will not retrospectively remove an existing entitlement through a later policy change.

The current version and its update date will be displayed in the app.

31. How can I contact Tabarak Pharmacy?

Tabarak Pharmacy W.L.L. — Kingdom of Bahrain

App: Open your order and use the available customer-support or “Report a problem” option.
Email: Tabarakph.info@gmail.com
Phone / WhatsApp: +973 33616996

For urgent medication errors or temperature concerns, please telephone during the 24 hrs. For a medical emergency, seek emergency assistance rather than waiting for customer support.