Returns & Refunds Policy

Due to the nature of pharmaceutical and healthcare products, returns are subject to specific regulatory and safety restrictions. This policy outlines the circumstances under which returns, exchanges, and refunds can be processed.

Non-Returnable Items

The following items cannot be returned or exchanged once dispensed and delivered, in accordance with Ethiopian health regulations:

• Prescription medications (Rx)
• Over-the-counter (OTC) medications that have been opened or tampered with
• Medical devices with broken seals
• Cold-chain or temperature-sensitive products
• Personal care items (e.g., contact lenses, hygiene products)

Eligible Returns

You may request a return in the following situations:

Damaged or Defective Products

If you receive a product that is damaged, defective, or expired, please contact us within 24 hours of delivery. We will arrange a replacement or full refund, including any delivery charges.

Incorrect Items

If you receive a product that does not match what you ordered, notify us within 24 hours. We will arrange for the correct product to be dispatched at no additional cost.

Wrong Dosage or Strength

If a prescription medication is dispensed with incorrect dosage or strength (verified against your uploaded prescription), we will replace it immediately and cover all costs.

Refund Process

Once a return is approved, refunds are processed within 5—7 business days to the original payment method. Delivery fees are refundable only when the return is due to our error (damaged, incorrect, or defective items).

How to Request a Return

1. Contact our support team at support@tibeb.et or call our 24/7 hotline within 24 hours of delivery.
2. Provide your order number and a description of the issue.
3. Include photographic evidence for damaged or incorrect items.
4. Our team will assess your request and provide return instructions within 2 business hours.

Prescription Medication Cancellations

Orders containing prescription medications may be cancelled before the order is dispensed by the partner pharmacy. Once dispensed, prescription orders cannot be cancelled or returned due to health and safety regulations.