Return & Refund Policy

• You can cancel an order yourself in Order History while it shows as “Confirmed” — before we start preparing it. If you paid by card, you are refunded in full.
• Once we have started preparing or have dispatched your order, it can’t be cancelled online. Contact us and we’ll help — after delivery, the return rules below apply.

You can return a product within 7 days of delivery if it is:

• sealed and unopened, in its original packaging;
• unused and undamaged, with its labels, batch number and expiry date intact.

We check every returned item. Once it passes the check we refund the product’s price; the original delivery charge is not refunded when you return something because you changed your mind.

To keep every customer safe, we can’t accept returns of:

• opened or used medicines, medical supplies and personal-care products;
• prescription-only medicines once they have been delivered;
• medicines and products that must be kept refrigerated;
• products whose seal or packaging has been opened or damaged after delivery.

This doesn’t apply if the item arrived damaged or faulty, or isn’t what you ordered — see below.

If something arrives damaged, faulty, past its expiry date or isn’t what you ordered, tell us within 7 days of delivery — a photo helps. We’ll replace it or refund you in full, including any delivery charge you paid for it, and collect it from you at no cost.

Please check your order when it arrives and keep the packaging until you’re happy with it.

1. Contact us at inquiry@wecareelite.ae, on +971 54 191 1900 or on WhatsApp, with your order number, the item and the reason (and photos if it’s damaged).
2. We confirm the return and arrange how the item comes back to us.
3. Once we receive and check it, we refund you — or send a replacement.

• Card payments are refunded to the card you paid with. Refunds can take 5–10 business days to appear on your statement, depending on your bank.
• Cash on delivery payments are refunded by bank transfer or in cash, as we agree with you.
• We let you know when your refund has been issued.

• Before delivery: you can cancel an unpaid rental in your account. To cancel a paid rental, contact us — if the equipment hasn’t been dispatched yet, we cancel it and refund you in full.
• After delivery: the rental charge covers the period you booked and isn’t refunded if you return the equipment early.
• Faulty equipment: tell us straight away. We repair or replace it — and if we can’t, we refund the days you couldn’t use it.
• Deposit: collected on delivery and returned after we have collected and checked the equipment. Damage, missing parts, loss or a late return may mean we keep part or all of it, as set out in your rental agreement. Late returns are charged at the daily rental rate for each extra day.

You can cancel a subscription at any time in My Subscriptions. It ends at the close of the billing period you have already paid for, and you won’t be charged again. Payments for a period that has already started aren’t refunded.

• Cancel at least 2 hours before your appointment for a full refund. Closer to the time it can’t be cancelled online.
• If the doctor or we cancel, you are refunded in full.
• If the doctor joins the call and you don’t, the appointment is closed as missed and isn’t refunded. If you think that’s a mistake, contact us and we’ll look into it.

This policy doesn’t affect the rights you have under UAE consumer protection law. If you have a question or a problem with an order, contact us at inquiry@wecareelite.ae or on +971 54 191 1900 — we’ll do our best to put it right.