Shipping policy
Contents
- Delivery areas
- Delivery address and contact information
- Delivery charges
- Delivery times
- Order processing and dispatch
- Receipt of delivery
- Customer availability and delivery contact
- Failed delivery
- Delayed delivery
- Inspection upon delivery
- Transfer of risk after delivery
- Partial delivery and unavailable products
- Refusal of delivery
- Third-party delivery providers
- Cancellation, returns and refunds
- Changes to this policy
- Applicable law
- Contact information
Effective:10/20/2026
This Shipping and Delivery Policy (the “Policy”) governs the shipping and delivery of orders placed through sacrecare.com (the “Website”), operated by Sacre Group S.A.R.L., trading as Sacre Care (the “Company”, “we”, “us” or “our”).
This Policy forms an integral part of the Website's Terms and Conditions and should be read together with the Payment Policy and Cancellation, Return and Refund Policy.
By placing an order, the customer (the “Customer” or “you”) agrees to this Policy.
1. Delivery areas
The Company delivers to the locations made available on the Website at the time of checkout.
Delivery availability may vary depending on the Customer's location, the nature of the Products, delivery-provider coverage and any legal, regulatory or operational restrictions.
The Company may refuse or restrict delivery to a particular location where delivery is unavailable, unsafe, impracticable or prohibited by applicable law.
2. Delivery address and contact information
The Customer is responsible for providing a complete, accurate and accessible delivery address and a valid telephone number and other contact information requested at checkout.
The Customer shall ensure that the delivery address and contact details are correct before confirming the order.
The Company shall not be responsible for delay, failed delivery or additional costs resulting from incorrect, incomplete or outdated information provided by the Customer.
Where the Customer requests a change of delivery address after placing the order, the Company will use reasonable efforts to accommodate the request but cannot guarantee that the address can be changed once the order has been processed or dispatched.
Any change may be subject to additional delivery charges where applicable.
3. Delivery charges
Applicable delivery charges shall be displayed or communicated to the Customer before the order is confirmed.
Delivery charges may vary according to the delivery location, order value, Product type, delivery method or any special delivery requirements.
Where free delivery or a reduced delivery fee is offered subject to a minimum purchase amount or promotion, the applicable conditions shall be displayed on the Website.
No additional delivery charge shall be imposed after confirmation of the order unless the Customer subsequently requests a change that reasonably results in an additional cost or otherwise agrees to such charge.
4. Delivery times
Any delivery date or timeframe displayed on the Website or communicated to the Customer is an estimated delivery timeframe, unless expressly stated otherwise.
Estimated delivery times are 1 to 3 working days and may vary depending on:
- (a) the delivery location;
- (b) Product availability;
- (c) order verification;
- (d) weekends and official holidays;
- (e) delivery-provider availability;
- (f) weather, road or traffic conditions;
- (g) governmental or security measures; or
- (h) circumstances outside the Company's reasonable control.
The Company shall use reasonable efforts to deliver within the estimated timeframe but does not guarantee a specific delivery date or time unless expressly agreed.
Any delivery period required by mandatory applicable law shall remain unaffected.
5. Order processing and dispatch
Orders are processed subject to Product availability, successful payment or applicable payment arrangements, verification requirements and acceptance of the order in accordance with the Terms and Conditions.
Where cash on delivery is available, the Customer shall pay the full amount due to the delivery person upon delivery, in the currency indicated at checkout. The Company may require advance payment for certain orders, including high-value orders or orders from Customers who have previously refused or failed to accept deliveries.
The Company may contact the Customer before dispatch where additional information or verification is required.
An order shall not be dispatched where a legal or regulatory requirement necessary for its lawful supply has not been satisfied.
6. Receipt of delivery
The Customer shall ensure that he/she, or a person authorized by the Customer, is available at the delivery address to receive the order.
Delivery to an adult person present at the delivery address who reasonably appears authorized to receive the order may constitute delivery to the Customer, except where applicable law or the nature of a Product requires personal delivery to the Customer, or another specifically authorized person. Where the Customer instructs that the order be left with a building concierge, guard, neighbour or other designated person, delivery to that person shall constitute delivery to the Customer.
7. Customer availability and delivery contact
The delivery provider may contact the Customer using the telephone number or other contact details provided with the order for the purpose of arranging or completing delivery.
The Customer is responsible for remaining reasonably reachable and for providing any information reasonably necessary to locate the delivery address.
The Company shall not be responsible for delay or failed delivery caused by the Customer being unavailable or unreachable or by failure to provide reasonable access to the delivery location.
8. Failed delivery
Where delivery cannot be completed because:
- (a) the Customer or an authorized recipient is unavailable;
- (b) the Customer cannot reasonably be contacted;
- (c) the delivery address is incorrect, incomplete or inaccessible;
- (d) the Customer refuses the order without a legally valid reason;
- (e) payment required upon delivery cannot be made;
the Company or delivery provider will make up to two further delivery attempts. If delivery still cannot be completed, the order may be cancelled and the Products returned to the Company, and any refund due shall be made in accordance with the Cancellation, Return and Refund Policy, after deduction of delivery and return costs where permitted by applicable law.
The Company may charge the Customer reasonable additional delivery or return costs resulting from a failed delivery attributable to the Customer, to the extent permitted by applicable law and where such costs have been properly disclosed.
Repeated failed or unjustifiably refused deliveries may result in the Company restricting cash-on-delivery orders, requiring advance payment for future orders or taking other reasonable measures to prevent abuse.
9. Delayed delivery
Where delivery is delayed, the Company shall use reasonable efforts to complete delivery as soon as reasonably possible.
The Company shall not be liable for any failure or delay in delivery caused by circumstances outside its reasonable control, including severe weather, natural disasters, road closures, traffic or transportation disruptions, strikes, civil disturbance, war or security events, governmental measures or restrictions, import restrictions or delays, shortages, epidemics, power, internet or telecommunications failures, acts or failures of third-party delivery providers outside the Company's reasonable control, or any other event of force majeure.
Where any such event materially affects delivery, the Company may suspend or postpone delivery or, where fulfilment becomes impossible or impracticable, cancel the affected order.
Where a prepaid order is cancelled and cannot be fulfilled, the Customer shall receive any refund to which the Customer is entitled in accordance with the Payment Policy and applicable law.
Nothing in this Article shall restrict any mandatory right available to the Customer under applicable law.
10. Inspection upon delivery
The Customer should inspect the external condition of the parcel at the time of delivery where reasonably possible.
If the parcel appears visibly damaged, opened or tampered with, the Customer should inform the delivery person and contact the Company promptly.
Visible damage, missing items or incorrect Products must be reported to the Company within 48 hours of delivery, together with photographs of the parcel and the Products.
After receiving the order, the Customer should verify that:
- (a) the Products correspond with the order;
- (b) the quantity is correct;
- (c) the Products are not visibly damaged;
- (d) the packaging and seals appear intact; and
- (e) the Products are not expired.
Where a Product appears incorrect, damaged, defective, expired, opened or tampered with, the Customer should not use the Product and should promptly contact the Company in accordance with the Cancellation, Return and Refund Policy.
Failure to identify a defect immediately upon delivery shall not deprive the Customer of any mandatory right available under applicable law.
11. Transfer of risk after delivery
Subject to applicable mandatory law, responsibility for the physical custody, proper storage and handling of the Products passes to the Customer upon valid delivery of the order to the Customer or an authorized recipient.
Following delivery, the Customer is responsible for storing and handling the Products in accordance with their labeling, manufacturer instructions and, where applicable, or healthcare-professional instructions.
To the fullest extent permitted by applicable law, the Company shall not be liable for loss, damage, deterioration, contamination, loss of effectiveness or other consequences caused after delivery by:
- (a) improper storage or handling;
- (b) exposure to excessive heat, sunlight, humidity, cold or other unsuitable conditions;
- (c) opening, alteration or tampering;
- (d) failure to follow the manufacturer's storage instructions; or
- (e) any other act or omission of the Customer or recipient.
12. Partial delivery and unavailable products
Where one or more Products become unavailable before dispatch, the Company may, where reasonable, deliver the available Products and cancel the unavailable Products.
The Company shall not substitute a materially different Product without the Customer's agreement.
Where an unavailable Product has already been paid for, the amount paid for that Product shall be refunded in accordance with the Payment Policy.
Any effect of a partial delivery on applicable delivery charges shall be determined in accordance with the terms disclosed at checkout and applicable law.
13. Refusal of delivery
The Customer may refuse delivery where there is a reasonable basis to believe that the parcel or Product is materially damaged, opened, tampered with, incorrect or otherwise non-conforming.
Where delivery is refused for such reason, the Customer should promptly contact the Company.
Where the Customer refuses a conforming order without a valid reason attributable to the Company, any cancellation, refund and delivery costs shall be dealt with in accordance with the Cancellation, Return and Refund Policy and applicable law.
14. Third-party delivery providers
The Company may use third-party couriers or delivery providers to fulfil orders.
The Customer authorizes the Company to provide the delivery provider with the information reasonably necessary to complete delivery, including the Customer's name, telephone number, delivery address and relevant delivery instructions, subject to the Company's Privacy Policy.
Where a third-party provider is used, the Company shall remain subject to any responsibility that applicable law places upon it and that cannot lawfully be excluded.
The Company shall not be responsible for independent acts of a third-party delivery provider outside the Company's reasonable control to the extent such responsibility may lawfully be excluded.
15. Cancellation, returns and refunds
Cancellation of an order, refusal of delivery, returns, exchanges and refunds are governed by the Company's separate Cancellation, Return and Refund Policy.
Payment-related refunds are also subject to the Payment Policy.
Nothing in this Policy creates an additional right of return or refund beyond the rights provided under those policies or mandatory applicable law.
16. Changes to this policy
The Company may amend this Policy from time to time to reflect changes in delivery arrangements, Website operations, applicable law or regulatory requirements.
The updated Policy shall be published on the Website together with its effective date.
Unless otherwise required by law, the Policy applicable to an order shall be the version in force when the order was placed.
17. Applicable law
This Policy shall be governed by and interpreted in accordance with the laws of the Republic of Lebanon and shall be read together with the Website's Terms and Conditions.
Nothing in this Policy shall exclude, restrict or waive any right or protection that cannot lawfully be excluded, restricted or waived under applicable Lebanese law.
18. Contact information
For questions concerning shipping or delivery, please contact:
Email: info@sacrecare.com
