The Seller Policy of Medilife Online Pharmacy establishes the general requirements and responsibilities for sellers offering healthcare, pharmacy, medical, wellness, and related products through our platform.

All sellers are expected to provide accurate product information, comply with applicable laws and regulations, maintain appropriate product quality standards, and conduct business responsibly.

Seller Eligibility

Sellers must meet the applicable requirements established by Medilife Online Pharmacy before selling products through the platform.

Depending on the seller type and product category, sellers may be required to provide:

• Valid business information

• Contact details

• Business or trade license information

• Relevant regulatory or professional documentation

• Manufacturer or distributor information

• Product documentation where applicable

• Bank or payment information

• Additional verification documents when required

Approval to sell on the platform does not remove the seller's responsibility to comply with applicable laws and regulations.

Seller Account Information

Sellers are responsible for providing accurate and current information when creating and maintaining their seller accounts.

Sellers should promptly update information that changes, including business details, contact information, licensing information, product documentation, and other required account information.

Providing false, misleading, incomplete, or fraudulent information may result in account restrictions or termination.

Seller Verification

Medilife Online Pharmacy may review seller information and supporting documentation before or during the seller's participation on the platform.

Additional verification may be requested where necessary, particularly for regulated healthcare products, medicines, medical devices, or other products requiring specific documentation.

Verification may also be repeated when information expires, changes, or requires confirmation.

Seller Compliance

Sellers must comply with all applicable UAE laws, regulations, licensing requirements, product requirements, advertising standards, consumer protection requirements, and other obligations relevant to the products they sell.

Where a product is subject to additional regulatory requirements, the seller is responsible for maintaining the necessary approvals, licenses, certificates, or documentation.

Healthcare & Regulated Products

Healthcare products may be subject to requirements that differ from ordinary consumer products.

Medicines, prescription products, medical devices, supplements, diagnostic products, and other regulated healthcare items may require additional documentation, approvals, professional oversight, storage conditions, or selling restrictions.

Sellers must not list or sell regulated products unless they are legally permitted and appropriately qualified to do so.

Product Listing Requirements

Sellers must provide accurate and complete information for every product listing.

Depending on the product, listings may need to include:

• Correct product name

• Brand and manufacturer information

• Product specifications

• Product description

• Ingredients or composition where applicable

• Pack size or quantity

• Directions or intended use where appropriate

• Warnings and precautions where applicable

• Storage requirements

• Expiry information where relevant

• Regulatory information where required

• Clear product images

• Accurate availability information

Product information must not be misleading or materially incomplete.

Product Authenticity

Sellers must only offer genuine and legally sourced products.

Counterfeit, fake, tampered, unauthorized, illegally imported, expired, or otherwise unsuitable products must not be listed or supplied through the platform.

Sellers may be required to provide sourcing, manufacturer, distributor, batch, or other documentation when necessary to verify product authenticity.

Product Quality

Sellers are responsible for ensuring that the products they list meet applicable quality and safety requirements.

Products must be stored, handled, packaged, and transported according to their specific requirements.

Products that have been damaged, contaminated, improperly stored, expired, or otherwise compromised must not be supplied to customers.

Expiry Dates & Batch Information

Where applicable, sellers must maintain appropriate controls over product expiry dates and batch information.

Expired products must not be sold or supplied.

Products with short remaining shelf life may be subject to additional requirements or restrictions depending on the product category and applicable procedures.

Prescription Products

Prescription medicines and other prescription-required products must only be supplied in accordance with applicable requirements.

Sellers must not bypass prescription verification or supply prescription medicines without the required authorization.

Where pharmacist or professional review is required, sellers must follow the applicable platform process.

Prohibited Products

Sellers must not list or sell products that are prohibited by applicable laws, regulations, Medilife Online Pharmacy policies, or platform requirements.

This may include counterfeit products, illegally sourced products, expired products, products with false claims, unauthorized medicines, and other restricted or prohibited items.

Medilife Online Pharmacy may remove products that do not meet its requirements.

Product Claims & Advertising

Sellers must ensure that product descriptions, advertisements, images, titles, and promotional claims are accurate and responsible.

Sellers must not make false, exaggerated, deceptive, or unsupported medical claims.

Products must not be promoted as guaranteed cures or treatments where such claims are not supported or legally permitted.

Healthcare-related claims should be consistent with applicable product information and regulatory requirements.

Medical Advice

Sellers must not present themselves as providing medical diagnosis or individualized treatment advice unless they are appropriately qualified and legally permitted to provide such services.

Product listings should provide appropriate product information rather than replacing advice from a qualified healthcare professional.

Product Images & Content

Sellers must use product images and content that accurately represent the product being offered.

Images should not be misleading, materially altered in a way that misrepresents the product, or used to promote a different product.

Sellers must also have the appropriate rights or permissions to use images, trademarks, descriptions, and other intellectual property submitted to the platform.

Pricing & Product Availability

Sellers are responsible for maintaining accurate prices and inventory information for their products.

Prices should include all information required by applicable platform and regulatory requirements.

Sellers should update product availability promptly to reduce cancelled orders and customer inconvenience.

Order Processing

Sellers are responsible for processing accepted orders within the applicable timeframe.

Orders should be prepared accurately and according to product-specific handling requirements.

Sellers should avoid unnecessary cancellations, delays, or failures to fulfil confirmed orders.

Order Accuracy

Before dispatch, sellers should verify relevant order information, including:

• Product

• Quantity

• Variant or size where applicable

• Packaging

• Customer delivery information

• Prescription requirements where applicable

• Special handling requirements

Incorrect or incomplete orders should be addressed promptly.

Packaging & Product Handling

Products must be packaged appropriately for their nature and condition.

Healthcare and temperature-sensitive products may require specialized packaging or handling.

Sellers must follow applicable storage and transportation requirements to help maintain product quality during fulfilment.

Delivery Responsibilities

Where delivery is handled by the seller or its designated delivery partner, the seller is responsible for complying with the applicable delivery requirements.

Delivery information should be accurate and orders should be handed over within the agreed timeframe.

Any expected delay should be communicated through the appropriate platform process.

Customer Communication

Sellers are expected to communicate professionally and respectfully with customers.

Customer questions should be answered accurately and within a reasonable timeframe.

Sellers must not request unnecessary personal, medical, financial, or account information from customers.

Sensitive customer information must be handled responsibly and only for legitimate purposes.

Customer Privacy

Sellers must protect customer information obtained through the platform.

Customer information must not be sold, shared, copied, or used for unrelated marketing or commercial purposes without appropriate authorization and legal basis.

Sellers must comply with applicable privacy and data-protection requirements.

Returns, Refunds & Replacements

Sellers must comply with Medilife Online Pharmacy's applicable return, refund, replacement, and cancellation procedures.

Certain healthcare and pharmaceutical products may have specific restrictions on returns due to safety, hygiene, storage, prescription, or regulatory requirements.

Sellers must cooperate with Medilife Online Pharmacy when investigating customer complaints, returns, refunds, replacements, or product concerns.

Damaged or Incorrect Products

If a customer receives a damaged, defective, incorrect, or otherwise compromised product, the seller may be required to assist with investigation and resolution.

Relevant evidence, such as product photographs, packaging details, batch information, or order information, may be requested where appropriate.

Product Complaints & Safety Concerns

Sellers must promptly report serious product-quality concerns, suspected counterfeit products, adverse product incidents, recalls, or other significant safety issues when required.

Medilife Online Pharmacy may temporarily suspend a product while a concern is investigated.

Product Recalls

If a product is recalled or withdrawn by a manufacturer, supplier, or relevant authority, the seller must cooperate with applicable recall procedures.

Affected products may be removed from sale, quarantined, returned, or otherwise handled according to applicable requirements.

Seller Fees & Payments

Seller fees, commissions, payment schedules, settlement procedures, and other commercial terms may be communicated separately through the applicable seller agreement, dashboard, or commercial terms.

Sellers are responsible for providing accurate payment and banking information required for settlement.

Taxes & Legal Obligations

Sellers are responsible for meeting their own applicable tax, licensing, accounting, employment, business, and other legal obligations.

Participation on the platform does not transfer the seller's independent legal or regulatory responsibilities to Medilife Online Pharmacy.

Intellectual Property

Sellers must have the appropriate rights to use trademarks, product images, descriptions, logos, photographs, documents, and other content submitted to the platform.

Sellers must not upload or use content that infringes the intellectual property rights of another person or organization.

Seller Performance

Seller performance may be evaluated using factors such as:

• Order fulfilment

• Cancellation rate

• Delivery performance

• Product accuracy

• Customer complaints

• Return or refund issues

• Product quality concerns

• Response to customer inquiries

• Compliance with platform requirements

Performance requirements may vary depending on the seller category and products offered.

Policy Violations

Examples of policy violations may include:

• Selling counterfeit products

• Listing prohibited products

• Providing false business information

• Uploading misleading product information

• Making unsupported medical claims

• Selling expired or compromised products

• Bypassing prescription requirements

• Repeatedly cancelling confirmed orders

• Misusing customer information

• Manipulating reviews or ratings

• Attempting to circumvent platform controls

• Violating applicable laws or regulations

Enforcement Actions

Where a seller violates this policy or other applicable requirements, Medilife Online Pharmacy may take appropriate action.

Depending on the nature and seriousness of the issue, actions may include:

• Product listing removal

• Product suspension

• Request for additional documentation

• Order restrictions

• Temporary seller account suspension

• Payment or settlement review where permitted

• Permanent seller account termination

• Referral to relevant authorities where legally required

Serious violations may result in immediate action.

Seller Responsibility for Compliance

Sellers remain responsible for the products they list and supply through the platform.

Platform approval or publication of a product listing does not constitute a guarantee that the product complies with every legal or regulatory requirement applicable to the seller.

Sellers should independently ensure that they have the required authority, documentation, licensing, and approvals for their products.

Changes to Seller Information

Sellers must notify Medilife Online Pharmacy of material changes to their business, licensing, regulatory status, product authorization, or other information relevant to their ability to sell through the platform.

Failure to maintain current information may result in account or product restrictions.

Seller Support

Sellers may contact Medilife Online Pharmacy through the designated seller support channels for questions relating to account management, product listings, orders, fulfilment, compliance, or other marketplace matters.

Additional documentation may be requested when investigating a seller or product-related issue.

Policy Updates

This Seller Policy may be updated from time to time to reflect changes in our marketplace operations, seller requirements, product categories, applicable regulations, or business practices.

Sellers are responsible for reviewing the latest version of this policy and complying with the requirements applicable to their account and products.

Important Notice

This Seller Policy provides general platform requirements and does not constitute legal, regulatory, tax, medical, or professional advice.

Sellers are responsible for obtaining independent professional advice where necessary and ensuring compliance with all laws and regulations applicable to their business and products.

Where a separate seller agreement, applicable law, regulatory requirement, or product-specific requirement imposes a stricter obligation, the applicable requirement may take precedence.