Al-Dawaa Pharmacies Saudi Arabia: delivery, returns and customer service
Reviewed by Fadi NasserUpdated
In short
This page explains how ordering from Al-Dawaa Pharmacies works in Saudi Arabia after you pay: the three ways to receive an order, what to do with a damaged or unwanted item, and how money comes back. The two numbers most shoppers need are the SAR 100 basket that unlocks free standard delivery in covered cities and the 7-day window for sending a product back. The details come from Al-Dawaa's official delivery, returns and terms pages as recorded on 18 October 2026.
| Free delivery from | SAR 100 |
|---|---|
| Standard delivery fee | Not published |
| Return window | 7 days |
| Free returns | No |
| Cash on delivery | Not published |
| Pay later | Tamara |
From Al-Dawaa Pharmacies’s own pages for Saudi Arabia, read (partly from search snippets of those pages).
Customer service
Al-Dawaa points customers to two places for help: its customer service team and its pharmacy branches. Both matter most for express orders, because an Al-Dawaa Now order that has already been delivered can only be taken back through one of them.
The pages we recorded do not list a phone number, email address, WhatsApp line or service hours, so reach the team through the contact links on the website or in the app. When you get in touch, have the order number ready, and for a damaged item have your photos ready too, since the clock on a damage report is short.
Delivery options, times and fees
You can have the order brought to your door, pick it up at a branch, or use Al-Dawaa Now, the express service. Standard delivery becomes free once the basket reaches SAR 100, but only in the cities listed on the delivery details page, so enter your address first. For smaller baskets the delivery page quotes SAR 10 and the terms and conditions quote SAR 12; the checkout summary is where you see which one applies to you.
Delivery time is not fixed. Al-Dawaa gives a range from 2 hours to 7 business days and ties it to the items and the quantities in the order, so a large or mixed basket can take longer than a single product.
Al-Dawaa Now has its own price: SAR 16 when the order is under SAR 150 and SAR 10 at SAR 150 or more. As a worked example, a SAR 120 basket costs nothing to deliver by standard delivery in a covered city but SAR 16 by Al-Dawaa Now, while a SAR 160 basket costs SAR 10 by express. Al-Dawaa does not publish a delivery service outside Saudi Arabia.
Tracking, changing and cancelling an order
There is no published tracking procedure, a deadline for changing an order or a cancellation rule in the pages we recorded. If you need to change or stop an order, contact customer service as early as possible, before it is dispatched, and quote the order number.
Keep in mind that an express order moves fast and, once delivered, falls outside the normal return route, so a mistake on an Al-Dawaa Now order is best raised before the rider arrives.
Returning a product
The return window is 7 days from the day you receive the order. The item has to come back unchanged and complete, with every accessory and part it was sold with. Medicines that Al-Dawaa imports on request for a customer are final sale and cannot be returned at all.
Who pays depends on the reason. A product with a manufacturing defect goes back without charges, while sending something back because you changed your mind means paying shipping or transfer charges.
- Check the date: you need to start no later than 7 days after the order reached you.
- If the item arrived damaged in transit, photograph it and the packaging and report it within 24 hours of delivery.
- Make sure the product is in its original condition and that nothing it came with is missing.
- For a standard order, raise the return with customer service; for an Al-Dawaa Now order that has already arrived, use a branch or the customer service team.
- Say whether the reason is a defect or a change of mind, since only a change of mind carries charges.
- Keep the order number and your photos until the refund reaches you.
Refunds
An accepted return is refunded within 7 to 14 business days. Only the price of the product comes back; the delivery fee you paid is not refunded. So if you return the only item in a SAR 80 order that cost SAR 10 to deliver, expect SAR 80 at most, and less if change-of-mind charges are deducted.
The pages do not say how the refund is split by payment method, for example whether a mada or card payment goes back to the same card or how a Tamara plan is adjusted. Ask customer service when you open the return.
Payment methods
Online, Al-Dawaa takes Apple Pay, STC Pay, mada cards, Visa, Mastercard and American Express, and Tamara for paying in instalments. Al-Dawaa Now cannot be paid in cash when the order arrives, so choose one of the prepaid methods for express orders. Cash on delivery for standard orders is not confirmed in the pages we recorded.
For current codes and the reported discount for this store, see the Al-Dawaa coupon page for Saudi Arabia.
Saving at Al-Dawaa Pharmacies in Saudi Arabia
The strongest offer right now: Free delivery from SAR 100. All Al-Dawaa Pharmacies codes in Saudi Arabia
Frequently asked questions
Can I return an Al-Dawaa Now order after it has been delivered?
Only with help from a branch or the customer service team. Once an express order is in your hands, Al-Dawaa does not accept it back through the normal return route. The general rules still apply: 7 days from receipt, product unchanged and complete, and change-of-mind charges unless the item is defective. Raise any problem with an express order as soon as you notice it.
Is the delivery fee refunded if I send everything back?
No. Al-Dawaa refunds the price of the product only, so the SAR 10 or SAR 12 standard fee, or the Al-Dawaa Now fee, stays with the store even when the whole order is returned. Changing your mind can also cost shipping or transfer charges, which lowers the amount further. A defective product is returned without those charges.
Can I return a medicine Al-Dawaa ordered in specially for me?
No. Medicines that Al-Dawaa imports on request are final sale under its return policy, so they cannot be sent back even within the 7-day window. Confirm the product, strength and quantity with the pharmacist before you place that kind of order. If the package arrives damaged, report it with photos within 24 hours of delivery.
Can I return an opened or incomplete product?
Not under the published rules. The item needs to be unused, as it was sold, and complete with all the accessories it was sold with. If it was faulty when you opened it, that counts as a manufacturing defect, which Al-Dawaa accepts back without the shipping or transfer charges, provided you are still within 7 days of receipt.
Is Al-Dawaa Now or standard delivery cheaper for my basket?
Standard delivery, in a covered city from SAR 100, because it is free there while Al-Dawaa Now always has a fee. Under SAR 100, standard costs SAR 10 or SAR 12 and express costs SAR 16. From SAR 150, express drops to SAR 10. Collecting from a branch is the other option when you need an item quickly.
Does Al-Dawaa publish a phone number or tracking page?
Not in the pages we recorded. Al-Dawaa names customer service and its branches as the routes for help but does not list a phone number, email, chat hours or a tracking procedure there. Reach the team through al-dawaa.com or the app and keep your order number to hand when you ask about delivery.
Sources
- al-dawaa.com/english/delivery-details
- al-dawaa.com/en/return-exchange-policy
- al-dawaa.com/en/termsAndConditions