At Alpha Health, we are committed to providing high-quality medical products and ensuring customer satisfaction. Due to the sensitive nature of healthcare items, our refund and return policy is designed to balance safety, hygiene, and consumer rights.
1. Eligibility for Returns
Returns are accepted within 2 days of receiving your order, provided the following conditions are met:
- The product is damaged, defective, or incorrect.
- The item is unopened, unused, and in its original sealed packaging.
- The product has not been tampered with and is in resalable condition.
Note: Certain items are non-returnable due to hygiene and safety regulations, including:
- Personal care items
- Intimate or sanitary goods
- Custom-made or special-order products
- Hazardous materials or flammable liquids
2. Return Procedure
To initiate a return:
- Contact us at marhaba@alphahealth.me or call +971 44570418 within 2 days of delivery.
- Provide your order number, a brief description of the issue, and photos if applicable.
- Once approved, we will share return shipping instructions.
- Use a registered courier service and share tracking details.
3. Inspection and Approval
Returned items will be inspected upon receipt. If approved, we will:
- Send a replacement, or
- Issue a full refund, based on availability and your preference.
Returns may be refused if:
- The product is opened or used
- Packaging is damaged or missing
- The item has been tampered with
4. Refund Process
- Refunds are issued to the original payment method.
- Processing may take 10 to 45 working days, depending on your bank or card issuer.
- You will receive a confirmation email once the refund is initiated.
5. Important Notes
- Shipping and handling charges are non-refundable.
- We are not responsible for lost or damaged return shipments.
- No returns will be accepted after the 2-day return period.
6. Consumer Rights
In accordance with UAE Consumer Protection Law:
- You are entitled to fair compensation for defective goods.
- Suppliers must provide clear product information and honour warranties.
- Any clause that exempts the supplier from legal obligations is considered void.