At Medilife Online Pharmacy, prescription medicines are handled with care and in accordance with applicable healthcare and regulatory requirements.

Our prescription handling process is designed to help ensure that prescription-required medicines are supplied appropriately and that relevant prescription information is reviewed before an order is processed.

Who Needs a Prescription?

Certain medicines and healthcare products may require a valid prescription or other authorization before they can be supplied.

Prescription requirements may depend on the medicine, its classification, applicable UAE regulations, and the customer's individual circumstances.

If a prescription is required for your selected product, you may be asked to provide a valid prescription before your order can be completed.

Step 1 – Select Your Product

Add the required product to your shopping cart and proceed through the ordering process.

If the selected medicine requires a prescription, the website or our pharmacy team may request a prescription before the order can be processed.

Step 2 – Submit Your Prescription

Customers may be asked to provide a clear copy or image of their valid prescription through the available prescription submission method.

The prescription should be:

• Clear and readable

• Complete and not cropped

• Valid and current

• Issued by an appropriately qualified healthcare professional

• Relevant to the medicine being ordered

Customers should ensure that the information provided is accurate and belongs to the intended patient.

Step 3 – Prescription Verification

Once received, the prescription may be reviewed by an appropriately qualified pharmacy professional where required.

The review may consider information such as:

• Patient information

• Prescriber information

• Medicine name

• Strength and dosage form

• Directions for use

• Quantity

• Date of prescription

• Prescription validity

• Other relevant prescription details

Additional information may be requested if the submitted prescription is unclear, incomplete, expired, or requires clarification.

Step 4 – Pharmacist Review

Where applicable, a pharmacist may review the prescription and relevant order information before dispensing.

The pharmacist may assess whether the prescription appears appropriate for the requested product and whether additional clarification or information is required.

Prescription review does not replace a consultation with the prescribing healthcare professional.

Step 5 – Prescription Approval

If the prescription meets the applicable requirements and the requested medicine can be supplied, the order may proceed to the next stage.

If additional information or clarification is required, the order may be temporarily placed on hold until the matter is resolved.

Approval of a prescription does not guarantee that a particular product will always be available.

Step 6 – Order Processing & Dispensing

After the prescription and order requirements have been satisfied, the medicine may proceed to order processing and dispensing.

The product should be selected, prepared, and packaged according to applicable pharmacy procedures and the product's storage and handling requirements.

Step 7 – Delivery

Once the order has been prepared, it may be handed over for delivery according to the applicable delivery process.

Certain medicines or temperature-sensitive products may require additional handling or delivery arrangements.

Customers should ensure that the delivery address and contact information provided with the order are accurate.

Prescription Information We May Collect

Depending on the prescription and order requirements, information may include:

• Patient name

• Prescriber name and professional details

• Prescription date

• Medicine name

• Strength

• Dosage form

• Quantity

• Directions for use

• Relevant prescription instructions

Additional information may be requested where necessary to process the prescription safely and appropriately.

Prescription Privacy & Confidentiality

Prescription documents and related healthcare information may contain sensitive personal information.

We aim to handle prescription information responsibly and limit access to authorized personnel who require the information for legitimate pharmacy, order processing, verification, regulatory, or customer-support purposes.

For more information about how personal and health information is handled, please refer to our Privacy Policy.

Prescription Validity

Prescriptions may need to meet applicable validity requirements before a medicine can be supplied.

A prescription that is expired, unclear, incomplete, altered, or otherwise unsuitable may require clarification or may not be accepted.

Validity requirements can differ according to the medicine and applicable UAE regulations.

Incomplete or Unclear Prescriptions

If a prescription cannot be clearly read or important information is missing, our pharmacy team may contact the customer for clarification or request a clearer prescription.

An order may remain on hold until the required information has been provided and reviewed.

Prescription Does Not Match the Order

If the medicine, strength, dosage form, quantity, or other relevant information on the prescription does not correspond with the requested product, the order may require further review.

The customer may be contacted before the order proceeds.

Customers should not request changes to a prescription themselves. Any necessary changes should be discussed with the prescribing healthcare professional.

Prescription Changes & Renewals

If a prescription needs to be changed, renewed, or replaced, customers should obtain an appropriate prescription from their healthcare professional.

Medilife Online Pharmacy does not independently change a prescriber's instructions.

Any updated prescription may need to be submitted for review before the related order can be processed.

Out-of-Stock Prescription Medicines

If a prescribed medicine is temporarily unavailable, the customer may be informed about the availability issue.

Alternative medicines should not be selected or substituted solely on the basis of a similar name, appearance, strength, or purpose.

Where substitution is legally permitted and clinically appropriate, it may require pharmacist review, prescriber involvement, customer approval, or other applicable requirements.

Refusal or Cancellation of a Prescription Order

An order may be delayed, refused, or cancelled where:

• A required prescription has not been provided

• The prescription is invalid or expired

• Prescription information cannot be verified

• The prescription is incomplete or unclear

• The requested product cannot legally or appropriately be supplied

• Required regulatory conditions have not been satisfied

• The medicine is unavailable

• Additional professional clarification is required

Where appropriate, customers will be informed of the reason for the delay or cancellation.

Controlled or Restricted Medicines

Certain medicines may be subject to additional legal, regulatory, prescription, documentation, storage, dispensing, or delivery requirements.

Such medicines may require additional verification or may have restrictions on online ordering and delivery.

The availability and handling of these medicines will depend on applicable UAE requirements.

Prescription Refills

A previous prescription does not automatically mean that a medicine can be refilled indefinitely.

Refills may depend on the prescription instructions, validity, medicine classification, applicable regulations, and pharmacist review.

Customers may be asked to provide a new or updated prescription when required.

Prescription Accuracy & Customer Responsibility

Customers are responsible for providing accurate and genuine prescription information.

Customers should not upload altered, expired, forged, or misleading prescriptions.

If a prescription contains incorrect personal or medical information, customers should contact the prescribing healthcare professional rather than modifying the document themselves.

What Happens If More Information Is Needed?

If our pharmacy team requires clarification, we may contact the customer using the contact information associated with the order.

Depending on the situation, we may request:

• A clearer copy of the prescription

• Updated prescription information

• Additional order details

• Clarification from the prescribing healthcare professional

• Other information required to meet applicable requirements

Processing may be delayed until the required information is received.

Prescription Safety

Prescription medicines should only be used according to the directions provided by a qualified healthcare professional.

Do not change the dose, frequency, duration, or method of administration without appropriate professional advice.

If you experience unexpected or serious symptoms after taking a medicine, seek appropriate medical attention.

Important Medical Notice

Medilife Online Pharmacy provides prescription handling and dispensing services but does not replace your doctor, prescriber, or other qualified healthcare professional.

The information on this page explains our general prescription handling process and should not be considered medical advice.

Policy Updates

Prescription handling procedures may be updated from time to time to reflect changes in pharmacy operations, product requirements, healthcare regulations, and applicable UAE requirements.

The latest version published on this page represents our current prescription handling process.