Return and Refund Policy

At DS Online, we aim to provide a clear and transparent return process for all customers in Lebanon.
This policy explains when returns are accepted, how refunds are issued, and the conditions required for returned items.

1. Eligibility for Returns

For health and safety reasons, we can only accept returns for the following cases:

The product arrived damaged
The product received is different from what was ordered
The product is defective or expired
The product was missing from the order

Returns are not accepted for:

Opened, used, or unsealed cosmetic, skincare, or personal care items
Products not in their original condition or packaging
Items that were damaged after delivery
Products purchased during clearance events unless they are damaged or incorrect

All returned items must be:

Unopened
Unused
In original packaging
In resellable condition

2. Return Window

Customers may request a return within 48 hours of receiving their order.
After 48 hours, returns cannot be processed.

To start a return, contact us at:
support@drugstoreonline-lb.com or by phone at 70156651.

3. Return Process

Once a return request is approved:

Our team will arrange pickup from your address.
Returned items will be inspected upon arrival.
Refunds or replacements are processed once the inspection is completed.

Items that do not meet the eligibility conditions will be sent back to the customer.

4. Refund Method

If the product is eligible for a refund:

Customers who paid online (card payments) will receive a refund to the same payment method.
Customers who paid Cash on Delivery (COD) will receive store credit or exchange, according to their preference.

Refunds are issued within 5–7 business days after the return is approved.

Delivery fees are non-refundable unless the received product was damaged or incorrect.

5. Exchanges

Customers may request an exchange only in the following cases:

Wrong product delivered
Damaged product received
Product defect or manufacturing issue

Exchanges for reasons such as “change of mind” or “chosen the wrong shade” are not available for hygiene reasons.

6. Missing or Wrong Items

If an item is missing from the shipment or the wrong item was delivered, contact us within 24 hours of delivery.
We will immediately arrange a correction.