Refund Policy

Introduction

At Milano Pharmacy, we are committed to ensuring your complete satisfaction with every purchase. This Refund Policy outlines the terms and conditions for returns, replacements, and refunds for products purchased through our website and physical stores in Kuwait, GCC countries, and other regions.

Refund Eligibility

You may be eligible for a refund under the following conditions:

- You are not satisfied with the product
- The product is defective or damaged upon arrival
- The wrong product was delivered
- The product does not match the description on our website

All refund requests must be submitted within 3 days of receiving the product.

Non-Refundable Items

The following items are NOT eligible for returns or refunds:

- Opened or used products – Products that have been opened, used, or have broken seals cannot be returned
- Products damaged by the customer – Items damaged due to misuse, improper storage, or customer negligence
- Health and beauty products – Razors, hair removal appliances, oral and dental care appliances (unless defective)
- Temperature-sensitive products – Items requiring refrigeration such as insulin, hormones, and similar medications
- Baby food and milk products – Items requiring constant temperature storage as per Ministry of Health regulations
- Products dispensed by medical insurance
- Clearance or sale items – Unless otherwise stated
- Custom or special-order items

Conditions for Returns

To be eligible for a return, the following conditions must be met:

- Product must be in its original, unopened packaging
- All original tags, seals, and labels must be intact
- Product must include all accessories and instruction manuals
- Product must not have any scratches, damages, or signs of use
- Original receipt or proof of purchase must be provided

How to Request a Refund

To initiate a refund request, please follow these steps:

1. Contact our customer support team at milanopharmacy.kw@gmail.com within 3 days of receiving your order
2. Provide your order number, reason for return, and supporting photos if the product is defective or damaged
3. Our team will review your request and respond within 1-2 business days
4. If approved, you will receive instructions on how to return the product
5. Once we receive and inspect the returned product, we will process your refund

Refund Method & Processing Time

Approved refunds will be processed as follows:

- Refunds will be issued via bank transfer to the account you provide
- Refund processing takes 5-7 business days after we receive and inspect the returned product
- You will receive a confirmation email once the refund has been processed

Exchange & Replacement Option

As an alternative to a refund, you may opt for an exchange or replacement:

- Product Exchange – Replace your product with a different item of equal or lesser value
- Product Replacement – Receive the same product as a replacement if it was defective or damaged
- If the replacement product is of higher value, you will be required to pay the difference

Exchange and replacement requests are subject to product availability.

Defective or Damaged Products

If you receive a defective or damaged product:

- Contact us immediately within 3 days of receiving the product
- Provide clear photos of the damage or defect
- We will arrange for a replacement or full refund at no additional cost to you
- No shipping or bank transfer fees will be charged for returns due to manufacturer defects or delivery damage

Returns for Other Reasons

If you wish to return a product for reasons other than defects or damage (e.g., change of mind):

- The product must meet all return conditions stated above
- Bank transfer fees may be applicable and will be deducted from your refund amount

International & GCC Orders

For orders shipped outside Kuwait:

- The same refund policy applies to all GCC and international orders
- Customers are responsible for any customs duties or taxes that may apply
- Refund processing may take longer for international bank transfers

Warranty

Warranty coverage applies only to medical equipment and is subject to the manufacturer's/agent's warranty terms and conditions. Please refer to the product documentation for specific warranty details.

Applicable Law & Contact

This Refund Policy is governed by the laws of the State of Kuwait. Any disputes arising from this policy shall be settled by arbitration in accordance with Kuwaiti law.

Contact Us

If you have any questions about our Refund Policy or need assistance with a refund request, please contact us:

Email: milanopharmacy.kw@gmail.com

Address: Kuwait – Salmiya - Block 11 - Abdula Al Fadala Street - Near Fatma Clinic