Terms and Conditions (Al-Dawaa Plus)

Terms and Conditions for "Al-Dawaa Plus imported" service:

These terms and conditions form an integral part of the General Terms and Conditions of the Al-Dawaa Pharmacy Platform and apply to all users of the "Al-Dawaa Plus Imported" service.
By using the service, the customer expressly agrees to these terms and conditions in addition to the platform's general terms and conditions.
Service Scope and Nature:
1) The "Al-Dawaa Plus Imported" service specializes in providing imported health, pharmaceutical, nutritional supplement, and personal care and beauty products upon request. These products are sourced from approved depository warehouses within the Kingdom of Saudi Arabia and shipped via a third-party delivery service provider.
2) Products include:
- Over-the-counter (OTC) medications
- Nutritional supplements
- Personal care and beauty products
- Medical devices and consumables
3) This service is not a substitute for medical diagnosis or consultation, nor does it replace a visit to a qualified physician. Only OTC medications are dispensed in accordance with the regulations of the Saudi Food and Drug Authority.
4) The company reserves the right to refuse or cancel any order that violates customs regulations, platform policies, import policies, or in cases of suspected misuse, incomplete data, or missing required documents.
Regulatory Compliance and Licensing
Products are provided in accordance with the following:
- Saudi Food and Drug Authority (SFDA) regulations
- The terms and conditions of the Al-Dawaa website
- Storage and transportation requirements in the depository warehouses
Quantitative and Value Restrictions for Orders
- Dietary Supplements: The maximum order is five different items, with no more than three packages of the same item per shipment.
- Beauty and Personal Care Products: The maximum order is twenty items per shipment, with a maximum total weight of 14 kg per shipment.
- Total Order Value: The maximum order value is SAR 999.
- The company reserves the right to refuse or cancel any order exceeding these limits without any obligation to provide compensation.
- Al-Dawaa Pharmacies reserves the right to suspend, cancel, or amend any of these terms and conditions at any time without prior notice.
- Al-Dawaa Pharmacies reserves the right to suspend any part or all of the services provided under any business statement for a reasonable period due to any change in the nature, scope, or timing of the services provided. Consequently, previously agreed-upon service delivery dates "delivery phases" will be postponed for a period equivalent to the suspension period.

Delivery Time & Official Holidays

Delivery Time for Imported Products:

The customer acknowledges that certain products are imported from outside the Kingdom of SaudiArabia. Accordingly, delivery timelines may vary depending on international shipping procedures,customs clearance processes, and the regulations applied by the relevant authorities.

Delays During Seasons and Official Holidays:

Delivery of orders may experience delays during periods preceding or during holidays, seasonal peaks, official holidays, or weekends. Such delays may occur due to operational congestion at shipping companies, customs ports, or related governmental entities.

Responsibility and Follow-up:

Al-Dawaa Company undertakes to follow up on the order with shipping and customs clearance service providers and to provide the customer with available updates regarding the order status. The Company shall not be held liable for delays resulting from circumstances beyond its control. For example, customs procedures, governmental decisions, or operational conditions related to shipping service providers.

Supply, Preparation, Delivery, and Receipt:
1)   Storage and handling operations are carried out within the designated warehouses in accordance with quality standards and regulatory requirements.
2)   Order processing time depends on product availability, customs clearance procedures, and operational and customs conditions. All timeframes are estimates and not binding.
3)   If the product cannot be supplied for any regulatory or operational reason, the company has the right to cancel the order and refund the payment without any additional compensation obligation.
4)   Shipping and delivery responsibility transfers to the logistics provider after product delivery. The customer is obligated to inspect the shipment and report any damage or shortage within 24 hours of receipt.
5)   Cancellation of "Al-Dawaa Plus Imported" Orders: International imported orders cannot be canceled by the customer after preparation, in accordance with the terms and conditions of the online drug store.
6)   Failure to receive the order from the shipping company: If the customer does not receive the order within two attempts, the shipment will be automatically canceled, according to the terms and conditions. The customer is not entitled to a refund of the order amount paid.
7)   Delivery of "Al-Dawaa Plus Imported" Products: Delivery is handled by a third-party delivery service provider and takes between three and ten days from the order date. This timeframe may vary depending on the estimated processing time for customs procedures. The delivery service provider is fully responsible for delivering the products to the customer and is not obligated to pay any service fees if they fail to provide the service. The order will be forwarded to the nearest branch of the third-party delivery service provider, and the customer has the right to collect it within seven days of being notified. After this period, the shipment will be returned to the source.
8)   Force Majeure: Al-Dawaa Plus assumes no responsibility for delays in delivering the order to the customer in the event of any emergency or force majeure beyond its control. This includes, but is not limited to, natural disasters, weather conditions, government decisions, or any exceptional events that prevent the fulfillment of the obligation on time. If the force majeure event continues for more than 30 days, Al-Dawaa Plus reserves the right to cancel the order and issue a full refund.
9)   Change of Services: The company reserves the right to change the services provided through a third-party delivery service provider (third party) after obtaining the third party's consent. Any change to the services will be effective from the date specified in the amended work statement after both parties have signed the addendum.
10)   Undelivered Shipments: If a shipment cannot be delivered for any reason, and the customer ignores receiving it, the company reserves the right to handle these shipments in any manner it deems appropriate after 7 days from the shipping date, in accordance with internal regulations.
Since the company bears the return shipping fees if a shipment is returned due to non-delivery for any of the following reasons (e.g., the recipient's failure to pay customs duties or any other fees imposed on the shipment, the recipient's refusal to accept the shipment, government authorities' refusal to allow the shipment to transit, or incorrect addresses), the company reserves the right to seek reimbursement from the customer for the amount paid by the company through the relevant authorities, without refunding any amounts paid to the customer.

Prices, Customs Duties, and Taxes
1)   All "Al-Dawaa Plus Imported " orders are subject to customs service fees, including Value Added Tax (VAT), as per the Zakat, Tax and Customs Authority Resolution No. (34-03-03) dated 27/04/2024 AD, or any other taxes that may be imposed by the government or the competent authority from time to time. The tax is calculated separately on the payment page, and the customer is obligated to pay it within the total order value before completing the purchase.
2)   Customs duties and taxes are non-refundable under any circumstances if the customer returns the order. These fees are collected by government entities and cannot be refunded once issued. This applies for any reason, including but not limited to:
a.   Refusal to accept the shipment upon delivery
b.   Entering an incorrect or incomplete address
c.   Failure of the customer to respond to the shipping company
d.   Failure to collect the shipment from customs or the shipping company within the specified period
e.   Customer request to cancel the order after shipment
f.   Customer change of preference after shipment
g.   Failure to provide the required customs clearance documents by the customer.
h.   Inability to deliver due to import regulations or restrictions in the customer's country.
i.   Any personal reason attributable to the customer and unrelated to a manufacturing defect or error on the part of the store.
3)   Delivery Price Review: Delivery prices are subject to review by the pharmaceutical company and may change according to variables. Prices may be modified without prior notice, provided that the updated price is displayed to the customer before order completion.
4)   Delivery fees are determined by the delivery service provider ("the third party"). Accordingly, the customer is obligated to pay the fees determined for orders according to the prices offered by the Al-Dawaa company.
5)   If the delivery service provider ("the third party") pays customs duties and taxes in advance on behalf of the customer, as determined by customs officials, the pharmaceutical company may contact the customer before customs clearance to confirm payment arrangements for the amount due.
6)   The customer is responsible for all customs duties, taxes, and any logistics or handling costs related to the order in accordance with applicable law. These charges will be calculated and added to the total order value.
7)   The pharmaceutical company will issue a tax invoice to the customer outlining the return policy for imported products in accordance with local tax regulations.
8)   The company reserves the right to modify fees before order confirmation.
9)   We accept the following payment methods:
- The online store accepts credit cards (Mada, Visa, Mastercard, American Express) and prepaid cards, as well as e-wallets (STC Pay, Apple Pay) for locally issued cards. Payments can also be made in installments through Tamara.
- If we are unable to fulfill your order, either partially or completely, we will notify you immediately. In this case, a full or partial refund will be issued to the credit card used for the initial payment.
- By using the electronic payment service on this website, you agree to the terms and conditions mentioned above.
Opening and Inspecting Shipments.
A third party may, at its sole discretion, open and inspect any shipment at any time without notifying us. Government authorities may also open and inspect any shipment at any time, in accordance with applicable regulations and instructions. The pharmaceutical company assumes no responsibility for any delays that may result from inspection procedures or related regulatory requirements.
Return and Exchange Policy:
1)   Due to the nature of the products imported on demand, all orders placed through the "Imported Plus Drug" service are final and cannot be returned or exchanged under any circumstances. This includes:
- Dietary supplements
- Personal care products
- Over-the-counter medications and treatments
- Products damaged due to misuse
- Perishable or used products
- Products imported on demand
- Devices of all types, as these imported devices are not covered by any warranty due to the absence of an official distributor within the Kingdom.
2)   Permissible Exceptions:
a.   However, there are specific cases in which product returns are permitted. These cases are:
- An error in the order items upon receipt.
- Damage to the product upon receipt, taking into account cases of damage or non-conformity.
b.   Conditions for returns under exceptions:
- Inspect the shipment immediately upon receipt.
- Report within 24 hours, attaching photos of the product and packaging, and the order number.
- After verification, the company has the right to replace the product or refund the payment only.
- No claims will be accepted after this period or as a result of misuse or opening the packaging.
c.   The return process is as follows:
- To submit a return request and provide the necessary information about the product's condition, please contact the Customer Care Center via the toll-free number 8002444444 or via WhatsApp on the same toll-free number.
- We will review the order status and confirm the possibility of completing the return process based on the information provided.
- The customer is responsible for delivery fees, customs duties, and any other fees paid when requesting the return of products delivered through the home delivery service.
Perishable Shipments and Tracking
- The pharmaceutical company is not responsible for shipments that are inherently perishable, may be damaged during transit, or require special storage conditions or a specific timeframe.
- The pharmaceutical company can track customer shipments through the shipping company's (third-party delivery service provider) website by entering the shipment number in the international shipment tracking field on the official website. The pharmaceutical company is not responsible for any delays or discrepancies in the tracking information provided by the shipping company.
Claims for Damaged or Missing Shipments:
1)   All claims related to loss, damage, delay, or shortage, as well as losses resulting from damage caused by delays or late delivery, must be submitted to the pharmaceutical company within 24 hours of the shipment delivery date; otherwise, the company forfeits its right to claim.
2)   The third-party delivery service provider will be provided with all original documents and purchase invoices for valuation and verification of copies of the air waybill or any other documents related to the shipment. The customer will pay all fees through the platform or application before the order is processed and before the third-party delivery service provider accepts shipment of the products. The claim amount will not be deducted from these fees
3)   The customer must retain the original shipping boxes, packaging, and contents until they are inspected by the third-party delivery service provider.
4)   Upon receiving the shipment, the customer must ensure its integrity. The absence of written notification of visible damage on the delivery receipt is sufficient evidence that the shipment was in good condition at the time of delivery.
5)   In the event of a claim due to hidden damage not discovered at the time of delivery, the third-party delivery service provider will be notified as soon as possible after the damage is discovered, and no later than 12 hours after delivery.
6)   The third-party delivery service provider will not accept the results of shock clocks, inclination gauges, or thermometers in assessing damage claims.
7)   The customer must send the claim to the medicine company along with all documents and information to contact the delivery service provider "third party".

Timeframe and Refund Methods for Order Cancellation:
1)   Refunds will be issued using the same payment method.
2)   Credit card refunds take 7 to 14 business days, depending on the customer's bank's procedures.
3)   Shipping fees, customs duties, and any other fees paid are non-refundable if the order is returned at the customer's request.

Data Accuracy and Medical Liability
1)   The customer is obligated to provide accurate information, including full name, age, email address, mobile number, date of birth, and detailed delivery and collection addresses.
2)   The customer and their treating physician bear full responsibility for the accuracy of the data and the medical use of the products.
3)   The company's responsibility is limited to providing the product according to approved regulatory specifications and it assumes no liability for misuse or complications resulting from drug interactions or medical conditions.
4)   Address Responsibility: The pharmaceutical company is not responsible for delays or non-delivery of orders if the customer provides an incorrect or incomplete national address for delivery purposes. The customer is fully responsible for the accuracy of the information provided to ensure timely delivery of the order. In all cases, there is no specific delivery time.
The customer is obligated to enter all required data for the delivery of the requested products. If the data provided is incorrect or incomplete, and a third party delivers the products, the company assumes no responsibility to the customer, who is solely responsible for entering the correct data.
If the customer fails to enter the required data, the information stored electronically will be used. The customer remains primarily responsible to the company for the accuracy of this information and bears all shipping fees and costs. These include not only fees and taxes paid by the third-party delivery service provider but also any additional charges levied by the third-party delivery service provider. The company has the right to review the air waybill to verify the selected service and the weight of the package or shipment. If the selected service or weight entered is incorrect, the appropriate adjustment will be made to the invoice at any time. The customer is responsible for the accuracy of the information provided on the air waybill to ensure that shipment information is entered correctly into any automated shipping method. Information regarding the number of packages and the weight of each package is essential for the third-party delivery service provider to prepare invoices correctly. If the customer fails to provide the correct information and address, the invoice will be prepared based on the package weight as adjusted by the third-party delivery service provider.
5)   No compensation will be paid in the following cases:
a.   The company will not be liable for any damages resulting from loss, delay in delivery, or damage caused by misleading information from the customer.
b.   Delays due to customs clearance procedures or government authorities.

Shipment Rejection
The third party has the right to refuse, detain, or return any shipment if it deems that the shipment is likely to cause damage or delay to other shipments, equipment, or personnel, and will inform the customer accordingly.

Seventh: Medical Disclaimer
Al-Dawaa company strives to provide accurate information and clear images for all products. However, product ingredients or packaging design may change by the manufacturer and are updated regularly without affecting product quality. We advise you to review the warnings, instructions, and usage guidelines included with each product before use, and not to rely solely on the information provided by the company. Therefore:
1)   This service is not a substitute for medical examination, diagnosis, or treatment consultation.
2)   The platform and its employees do not provide any personalized treatment recommendations, and any product description is not considered medical advice.
3)   The customer and their treating physician are fully responsible for determining the suitability of the product for their health condition and any potential interactions with other medications. 4) The company is not liable for any damages or complications resulting from:
- Misuse
- Failure to adhere to dosages or medical instructions
- Using the product for purposes other than those for which it was intended

Relationship with the Platform's General Terms
- These terms supplement the platform's general terms and do not supersede or limit their validity.
- In the event of any conflict between the terms of service and the platform's terms, the provision that best protects the company's interests with respect to the "Al-Dawaa Plus Imported" service shall prevail.
- Generally, the terms and conditions of "Al-Dawaa Plus Imported " products are subject to the general terms and conditions of the Medicine website.