Medicines

You may cancel your order up until the point your prescription is approved and sent for dispatch by the pharmacy. After dispatch has begun, cancellation is no longer possible.

Due to safety and legal regulations, we cannot accept returns or provide refunds on medication once it has been dispensed, unless the item is damaged, defective, or unusable on arrival. This policy ensures the integrity of medical products and patient safety.

If you receive a damaged item, contact us immediately with photo evidence for review.

Consultations, Prescriptions, and Treatment Plans

If you complete a medical consultation and the clinician issues a prescription but you choose not to proceed with the treatment plan, you will still be charged AED 400 for each issued prescription.

This applies regardless of whether:

• You request the medication to be dispensed
• You continue with the full treatment plan
• You request a copy of the prescription

A copy of your prescription can be provided upon request, or automatically made available via your account. This charge reflects the professional time, regulatory review, and medical risk assessment required for prescription issuance, even without medication fulfillment.

Weight Management & Subscription-Based Orders

A non-refundable administrative charge of AED 200 may apply in the following cases:

• You cancel or request a refund after submitting your treatment order
• You fail to attend a scheduled virtual consultation

This charge covers internal clinical and administrative costs incurred during patient onboarding and eligibility assessment.

If your request is rejected by the clinician based on medical records or contraindications, the AED 200 charge will be waived, and a full refund issued.

Non-Medical Products

We accept returns of non-medical products under the following conditions:

• Returned within 7 days of delivery
• Unopened, unused, and in original packaging
• Still in sellable condition

If the return is initiated by you (e.g. change of mind), you are responsible for the return shipping cost.

Upon receipt and inspection, an approved refund will be processed via your original payment method. Please allow up to 10 business days for the transaction to reflect on your account.

How to Request a Refund or Return

Please email hello@altibbi.com with your:

• Full name
• Order number
• Description of the issue or reason for return

Our team will respond within 2 business days to advise on the next steps.