Effective date: 22 August 2026
We want every Clear Pharmacy order to arrive correctly and in good condition. This policy explains when an item may be returned, exchanged or refunded. Nothing in this policy limits any mandatory consumer right available under the laws of Kuwait.
1. Order Cancellations
You may request cancellation before an order has been dispatched. Once an order is prepared, dispatched or handed to the delivery provider, cancellation may not be possible. Contact us promptly on +965 22070022 and provide your order number.
2. Items Eligible for Return
Subject to the exclusions below, an eligible non-medical item may be returned within 14 days of delivery if it is unused, unopened, undamaged, in its original sealed packaging and accompanied by proof of purchase. The product, packaging, accessories, gifts and promotional items must be complete and in resalable condition.
3. Non-Returnable Items
For health, hygiene, safety and storage-integrity reasons, the following items cannot normally be returned or exchanged after delivery:
- Medicines and pharmaceutical products.
- Vitamins, supplements and nutritional products.
- Products requiring controlled storage or temperature conditions.
- Contact lenses, lens solutions, eye-care products and reading glasses once opened.
- Personal-care, intimate-care, oral-care, baby-care, wound-care and hygiene products.
- Cosmetics, skincare, haircare, fragrances or beauty products that have been opened, used or had their seal removed.
- Medical devices, supports or accessories that have been opened, used or fitted.
- Perishable products, clearance items, final-sale items, gift cards and specially ordered or personalised products.
These exclusions do not apply where the item delivered is defective, damaged, expired, materially different from the item ordered, or supplied incorrectly.
4. Damaged, Defective or Incorrect Orders
Please inspect your order promptly after delivery. If an item is damaged, defective, expired, missing or incorrect, contact us within 48 hours of delivery at Info@clearpharmacy.com.kw or +965 22070022. Provide the order number, a description of the issue and clear photographs of the item, packaging, batch or expiry details where relevant. Do not use or dispose of the item until our team advises you.
5. Return Approval and Method
Returns require prior approval from Clear Pharmacy. Products sent or brought back without approval may not be accepted. We will provide instructions for returning an approved item to Clear Pharmacy, Salmiya, Block 7, Street 59, Building 2662, Costa Tower, Kuwait. We may inspect the product before approving an exchange or refund.
6. Refunds
Once an approved return has been received and inspected, we will notify you of the outcome. Approved refunds will normally be issued to the original payment method. Processing may take approximately 7–14 business days after approval, depending on the payment provider or issuing bank. Delivery charges are not refundable unless the return results from our error or a defective or damaged product.
7. Exchanges
Where appropriate, we may offer replacement of a damaged, defective or incorrect product. Exchanges are subject to stock availability. If a replacement is unavailable, an approved refund or suitable alternative may be offered.
8. Promotional Orders
If a returned item formed part of a bundle, multi-buy offer or gift promotion, the full offer and any free item may need to be returned. Any refund may be adjusted to reflect products or benefits retained by the customer.
9. Contact Us
Email: Info@clearpharmacy.com.kw
Telephone/WhatsApp: +965 22070022
Address: Salmiya, Block 7, Street 59, Building 2662, Costa Tower, Kuwait.