Return and Exchange Policy

General Return and Exchange Policy

The website establishes a Return and Exchange Policy to ensure customer satisfaction with the product purchased from the website. Returns and exchanges are subject to the following conditions:

General Rule for Accepting Return Requests:

• You may exchange or return products within 7 days only from the date the order is received from the shipping or delivery companies through the company’s representatives. Any return request made after this period will be rejected. Therefore, the customer has the right to request a real photo of the product before shipping or before completing the purchase, in case they wish to verify the product.

Conditions for Accepting Returns or Exchanges if the Request is Made Within 7 Days from the Date of Order Receipt:

The products to be returned or exchanged must be in their original condition, without removing the attached product information card or the labels on the products, and must be packaged in the original packaging and unused.
The return request must not exceed the announced return period, which is 7 days from the date the order is received from the company’s representative or the shipping companies.
The customer must not have used the products or obtained any benefit from them.
The products must not be damaged or have any defects after being received from the shipping company.
The product packaging and wrapping must not be damaged, and none of the product accessories should be missing.
The customer must keep the sales invoice and submit it to the shipping company or at the website company’s headquarters.
The products must not be manufactured, modified, or customized according to specifications defined by the customer.
Receiving a product with a visible defect or damage not caused by the customer’s misuse of the product, provided that the customer sends us photos and a written statement explaining the visible defect or damage within 24 hours from the date of receiving the product from the shipping company.
The product does not match the specifications on which the purchase was based, as stated in the product page details. However, a difference in the color of the displayed product from the received product is not considered a reason for return, if the product does not have color selection options available on the website.
The product must not be one of the items that are frequently handled or worn by customers, such as clothing. As well as diapers or products that should not be transferred between patients, such as feeding pumps, infusion pumps, oxygen devices, toilet chairs, shower chairs, beds, air mattresses, other types of mattresses, and compresses if they have been used on the body — unless the product has a manufacturing defect.
The products must not be among those excluded from return or exchange, except in cases of a manufacturing defect.

Definition of products excluded from return, except in cases of a manufacturing defect.

Any product stated on its page on the website as non-returnable or non-exchangeable, except in cases of a manufacturing defect.
All products mentioned in Item No. 10 of the return and Exchange Policy .

The procedure followed in dealing with products that are not subject to postponement except due to a factory defect .

The website must be notified through its official channels — either via WhatsApp, email, or by submitting a return or exchange request through the customer’s “My Orders” page on the website — within 7 days from the date of receiving the order. The customer is not entitled to request a return or exchange after this period.
The website will either send its own representative — if the customer is within a distance of 25 kilometers from the website’s headquarters located in Riyadh, Al-Sulai District, Wadi Daraa Street — to collect the order, or send a return shipment label to the customer through the website’s contracted shipping companies, such as SMSA. The customer must hand over the product, securely packaged, to the company’s representative or to any SMSA shipping outlet.
Upon receiving the product from the shipping company, the website will inspect the product within a maximum period of 48 hours to verify the reported defect and determine whether it is a manufacturing defect or a result of misuse by the customer.
In case of a factory defect, the customer has the right to either refund the amount or replace the product with another product
In the event that the defect is due to misuse, the return or use is not accepted, and the customer has the right only to request repair, and therefore for a financial fee, the customer is informed of it before the start

The site does not accept the return or exchange of products in the following cases:

1. Submit a return or exchange request after 7 days from the date of receipt of the product.

2. Use, install, damage or obtain any benefit from the products, or if the products are not in the condition in which the customer received them.

3. Products that have been tampered with or have had their serial numbers removed.

4. Non-accessory products have price tags, labels, original packaging, or any of their accessories.

5.The website does not accept the return or exchange of certain products except in cases of a manufacturing defect. Examples include, but are not limited to: underwear, body-shaping garments, socks, towels, mattresses, medical beds, medical mattresses, toilet chairs, shower chairs, suction devices, breast pumps, feeding pumps, infusion pumps, oxygen devices, etc. This also applies to any other products whose return could affect customer health or lead to the transmission of diseases or spread of infection.

6. Products that have been installed at the customer's site, and can only be returned to the original condition before sale due to a factory defect .

7. The product malfunctioned due to the wrong use of the customer, or due to non-compliance with the operating instructions.

8. Any product whose specifications have been manufactured or modified according to the customer's request.

9. In the event that the return or replacement is due to a defect in the product, the site examines the product, and if it is proved that the defect is due to the product, the site shall bear the shipping costs and return or replacement in accordance with clause No. 10 in cases of acceptance of the return .

The policy of bearing shipping costs for return or exchange .

If the return or exchange is due to a reason related to the customer — and not because of a defect in the product or a mismatch with the specifications listed on the product page — but still within the 7-day return period, the customer shall bear all costs of return, shipping, and exchange (both ways). The fees are as follows: SAR 28 for small products, SAR 46 for medium-sized products, and SAR 158 for large products. The size is determined as follows: • Small products: up to 10 kg (actual or volumetric weight). • Medium products: up to 25 kg (actual or volumetric weight). • Large products: more than 25 kg (actual or volumetric weight).
In the event that the website rejects the customer’s return or exchange request, and the customer refuses to receive the products back, the website has the right to dispose of these products after 15 days from the date the customer’s refusal was recorded.
In the event that the return request is approved, the website will issue a return shipment label and send it to the customer. The customer must then hand it over to the shipping company’s representative or deliver the product along with the return label to any branch of the shipping company. Alternatively, if the order is within Riyadh and within a distance not exceeding 25 kilometers from the company’s headquarters located in Riyadh, Al-Sulai District, Wadi Daraa Street, a representative may be sent, or the customer may deliver the product personally to the company’s headquarters.
The customer must deliver the product to the shipping company after sending the bill of lading to him within a maximum period of 48 hours, and in case of delay in delivering the product to the shipping company after sending the return policy or delivering it to the representative of the shipping company, the return policy is considered canceled and the time is counted among the agreed return or replacement period .
In the event that the return is due to a factory defect or a mismatch of specifications, the site will bear all costs for the return or replacement process
If the order qualified for free shipping and the customer wishes to return it for personal reasons, or for reasons not related to a manufacturing defect or non-conformity with the listed specifications, the customer shall bear the shipping costs stated in Clause No. 1 of the Return or Exchange Shipping Cost Policy. However, if the return is due to reasons that entitle the customer to return the order without incurring any charges, the store will bear all related costs.
Please note that the value of the payment upon receipt is not refundable if the return is within the conditions of acceptance of the return in which the customer bears the shipping costs, but in cases where the customer does not bear the shipping costs, the payment expenses on receipt are refunded within the invoice amount

The procedure followed when receiving the return at the company's headquarters :

Once the product arrives at our warehouse, it will be inspected. After the product passes the inspection process, the refund will be issued to the customer within 2 to 3 business days if the payment was made via bank transfer, Mada, Tabby, or Tamara, and within 4 to 7 business days if the payment was made via credit card on the website. The refund period starts from the date the product passes the inspection stage, and the customer will be notified once this process is completed. The refund will be processed using the same payment method and to the same account used for the original transaction, and the customer is not entitled to request a refund through a different method.
In the event that the exchange request is approved, the price difference between the returned product and the newly selected product will be taken into account. If the price of the newly selected product is lower than that of the exchanged product, the website will refund the price difference within 2 to 3 business days if the payment was made via bank transfer, Mada, Tabby, or Tamara, and within 4 to 7 business days if the payment was made via credit card. However, if the price of the newly selected product is higher than that of the exchanged product, the customer must pay the price difference to the website using one of the approved payment methods before the new product is shipped.

Terms of acceptance of return or exchange for damaged products:

1-in case the damage is visible on the outer carton, the request is not accepted in any form by the shipping company until the site can claim the shipping companies to compensate for the damage. In case of receiving the order shown on the carton from abroad, the damage will not be accepted for return .

2-if the order arrives and the outer carton does not show any manifestation of damage and it turns out that the inner product is damaged, you must contact the shipping company and inform them that the shipment arrived damaged and inform the site within 24 hours from the date of receipt of the order via info@saudimedicalstore.com or WhatsApp number+ 966576262190 with proof that the product is damaged by photos.

Conditions for accepting returns or exchanges during the offer period:

1-if the product was purchased during the offers and returned after the end of the offer, the product will be refunded at the price announced during the offer period.

2-The Return of the product that is attached with gifts or free products is not accepted unless the gift or free pieces are returned in the same condition and with the same general conditions for accepting the return of products

3-the purchase invoice is sent with the returned orders.