Frequently Asked Questions (FAQs)

Q. I received a defective/damaged item, can I get a refund?

In case the item you received is damaged or defective, you could return an item in the same condition as you received it with the original box and/or packaging intact within 30 days from the date of receiving it. Once we receive the returned item, we will inspect it and if the item is found to be defective or damaged, we will process the refund along with any shipping fees incurred within a week as of the date you requested the return.

Q. I received a wrong item, how can I return it?

In the unusual circumstance where the item received is wrong, you can return the item in the same condition you received and in the original box and/or packaging intact. Once we receive the returned item, we will process the refund along with free 14 day returns.

Q. When are ‘Returns’ not possible?

There are a few certain scenarios where it is difficult for us to support returns:

  1. Return request is made outside the specified time frame, of 14 days from delivery, or 30 days for defective items.
  2. Product is used, damaged, or is not in the same condition as you received it.
  3. Specific categories like, cosmetics and perfume etc.
  4. Any consumable item which has been used or installed.
  5. Products with tampered or missing serial numbers.
  6. Anything missing from the package you’ve received including price tags, labels, original packing, freebies, and accessories.
  7. Fragile items, hygiene related items.

Q. I have changed my mind; can I return what I have bought?

  • If you change your mind before receiving your product, you only need to contact us to cancel your order or cancel it via the site or application without additional fees.
  •  If you want to return the product after receiving it, you have up to 14 days to return it, and we will return the amount paid with the applicable shipping fee deduction , subject to the rules mentioned below:
    1. The item is not on the Non-Returnables list.
    2. You can’t return Clearance Items clearly marked as non-returnable and displaying a No-Return Policy.
    3. Only the items with ‘Retail Packaging’ never opened (Sealed/Closed Box) and still with its Original Seal can be returned.

Q. What are the items that cannot be returned?

The items that cannot be returned are:

  • Cosmetics and perfumes.
  •  Air fresheners and deodorants.
  • Toothpastes.
  • Foam, gel, and shaving cream.
  • The following personal care products:
  • (shampoo – body lotion – liquid soap – and any liquid personal care product).

Also, any consumable items that are used or installed cannot be returned.

As outlined in Consumer Protection Law and Its Executive Regulations and concerning section on non-returnable items.

Q. How long does it take the courier to collect the returned items?

Typically, Courier representative will contact you within 2-5 days from the day you requested a return.

Q. Can I schedule time with the courier to return an item?

Currently, you will not be able to contact the shipping company directly. However, once the shipping company representative or BluePharma representative calls you to receive the product you can provide him with your preferred time.

Q. Can I return my item after 14 days?

There may be situations where you have not been able to return products within 14 days, and in these cases, please contact our customer service team at (+963 31 2215556/7). Complaints are dealt with on a case by case basis. However, all returns accepted in accordance with consumer protection laws must adhere to the specified time.

Q. How can I get my money back?

If you have paid via the “cash on delivery” service, or “pay against shipping” the amount will be refunded as a balance from the bluepharma and it will be added to your market portfolio, then you can use your balance to make new purchases easily on

  • Make a purchase less than or equal to the available balance in the bluepharma portfolio: If the total amount of the new purchase, including shipping charges, is less than or equal to the available balance in the bluepharma portfolio, the system will inform you that there is sufficient balance in the bluepharma portfolio. The new purchase amount will be deducted from your available balance.
  • Make a purchase over the balance available in the bluepharma portfolio: If the total amount of the new purchase, including shipping charges, is more than the balance available in the Blupharma wallet, you will need to pay the account difference either by paying cash on receipt or paying the difference with the shipping against payment.

Q. Can I Replace or Exchange an item rather than a refund?

At the moment, bluepharma does not offer replacement or exchange of an item; however you can still return an item and receive a full refund.

Q. I lost the Original Packing in which I received the item, how can I still return it?

We accept return of item only if it is in an unopened, original box and/or packaging intact with all labels and barcodes on it, however in this case, please check the Help Center for more information.

Q. What does it mean by ‘Retail Packaging’ never opened (Sealed & Closed Box)?

A brand-new, unused, unopened, undamaged item in its original packaging . Packaging should be the same as when it was delivered to you.

Q. Can I return an item through my courier company or personally drop it anywhere?

At the moment, the item can be returned to us only though one of our assigned courier services or bluepharma representative.

Q. Who pays for the shipping charges when I return an item?

You can return an item for free within 14 days from delivery date, and 30 days for defective and not fit for purpose items, whereby covers all the shipping charges.

Return Policy

Enjoy shopping on with these great return policy features:

How does our return policy work?

Refund and Return Timelines

Thanks for stopping by! All you need to know about our returns and refunds timelines can be found right on this page.
Please note that Business days are from Saturday to Friday, and do not include Weekends and Public Holidays.

  • Return Pick up Timeline:

The return pick up time starts from the day you make a request to return an item to the day one of our delivery associate makes a first attempt to retrieve the item that you will like to return. You can make a request to return an item,  by calling our customer service at:

  +963 31 2453535

  • Refund Timeline:

The refund time starts from the day the item you would like to return is picked up by one of our delivery associates to the day the refund process is completed.