Exchange and refund policy

General policy of return and Exchange :

The site establishes a return and exchange policy to ensure customer satisfaction with the product purchased from the site, and the return and Exchange is subject to the following conditions:

• You can exchange and return the products within 3 days only from the date of receipt of the order by the shipping or delivery companies through the company's representatives and any return request after this period will be rejected , so the customer has the right to request a realistic picture of the product before shipping or before the purchase process if he wants to check the product.

* The products to be returned or exchanged must be in their original condition, without removing the attached product information card or stickers on the products and be wrapped in the original packaging and not used.

The site accepts the return or exchange of products for reasons attributable to the customer or the products in the case of the following conditions:

1. The return request should not exceed the declared return period, which is 3 days from the day of receipt of the request from the representative of the company or from the shipping companies .

2. The customer shall not use the products, open them or obtain any benefit from them.

3. Do not damage the products or have any defects after receiving them from the shipping company.

4. Do not damage the packaging and packaging of the products, or the loss of any of the accessories of the products.

5. The customer should keep the bill of sale and hand it over to the shipping company or at the location of the company.

6. The products are not manufactured, modified or equipped according to the specifications specified by the customer،

7. Receipt of a product with an apparent defect or damage that is not caused by the customer's misuse of the product, provided that the customer sends us photos and a text statement explaining the defect or apparent damage to the product within 24 hours from the date the customer received the product from the shipping company.

8. These products should not be among the products excluded from Return or exchange.

9. The product does not match the specifications on the basis of which the purchase was made, noting that the difference in the color of the displayed product from the received product is not a reason for the return, if the product does not have options for determining the color on the site.

10. The product icon is one of the products that are mostly in contact with the customer, such as clothes and T-shirts[am1]  Diapers or products that should not be moved between patients, such as bath chairs, shower chairs, beds, air mattresses, other mattresses, and compresses if used on the body .

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

1. Submit a return or exchange request after 3 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 site does not accept the return or exchange of some products, for example, but not limited to (underwear, corsets in contact with the body, socks, towels, mattresses, medical beds, medical mattresses, bath chairs, shower chairs, sputum suction devices, milk suction devices, etc.)..... Etc), or any other products whose return may affect the health of customers such as the transmission of diseases or the spread of infection.

6. Products that have been installed at the customer's site, and cannot be returned to the original condition before sale.

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. If 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 bears the shipping, return and replacement costs.

10. If the return or replacement is due to a reason due to the customer and not a defect in the product, then the customer bears all the costs of returning, shipping and replacing the product.

11. In the event that the site rejects the request to return or exchange the product provided by the customer, and the customer refuses to receive the products again, the site in this case has the right to dispose of these products after 15 days from the date of the customer's refusal.

12. If the return request is accepted, the website will issue a return policy for the customer or send a representative if the order is in Riyadh, or the customer will deliver the order himself to the shipping company if the order is in a non-Riyadh City and the customer must deliver the product to the shipping company 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 to the customer, the return policy is considered canceled. 

13. When the product arrives at our warehouse, we inspect the product, and when the product passes the inspection stage, the price of the product is refunded to the customer within two to three business days if the payment is via bank transfer, and within seven to fourteen business days if the payment is via credit card on the site, from the date the product passes the inspection stage, and The price of the product in the same way as the payment was made and on the same accounts through which the payment was made and the customer does not have the right to request a refund other than the way paid .

14. If the replacement request is accepted, it takes into account in this case the price difference between the replaced product and the new product chosen, if the price of the new product chosen is lower than the price of the replaced product, the site will refund the price difference within two to three working days if the payment is via bank transfer, and within seven If the payment is made by credit card, but if the price of the new product chosen is higher than the price of the replaced product, the customer in this case must pay the price difference to the site using our approved payment methods before shipping the product .

Cases in which the customer does not bear the return costs when requesting a return or replacement :

A-the arrival of the product by the shipping company is damaged, the damage is shown on the carton

2-the arrival of a product other than the required product or other specifications announced on the site, and the difference in the color of the product from the color displayed on the site is not a reason to reject the product if there are no choices to specify a specific color on the product page on the site .

3-the arrival of the product is delayed for the allowed period announced on the site, which ranges from 3-5 working days after the delivery of the order to the shipping company, which ranges from one to two working days. if the order is placed after five o'clock in the evening, the processing period is calculated from the next day .

 4-in the event that the site administration communicated with the client and it was agreed to extend [am2] The delivery period is considered to be the delivery period as agreed between the management and the customer . The exception to this is the force majeure circumstances that prevent delivery and the customer is informed of this

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.

Refund policy when accepting returns

B-in the event that the product is accepted for return or the return was accepted by the site administration for the product and the reason was please to the customer and not a defect in the product or contrary to what was displayed on the site

A-in case the payment method is cash on delivery, the shipping expenses for the return and return process are deducted, provided that the value of going is not more than 20 riyals to go and 20 riyals to return for products that do not exceed their actual weight or actual size of 24 kilos, as for products that products that weigh more than that, the going expenses are calculated at 120 riyals for the family and 60 SAR for other products whose weight exceeds 24 kg volumetric weight or actual weight, and the value of payment will not be returned upon receipt, and this will be deducted from the value of the total order after receiving it at the company's headquarters and conducting an inspection on it.

B-in case the order includes free shipping, the shipping expenses are deducted for the return and return process, provided that the value of going is not more than 20 riyals to go and 20 riyals to return in products that do not increase their weight or actual size more than 24 kilos, as for products that products that increase their weight more than that, the going expenses are calculated 120 riyals, 120 to return to the family and 60 This is deducted from the value of the total order after receiving it at the company's headquarters and conducting an inspection on it.

C-the customer is required in the event that the payment is made upon receipt or by bank transfer, as follows :

Its IBAN number + bank name + beneficiary name+ beneficiary city

The site transfers the amount within a period of 2 to 3 working days, and the customer has the right to demand a return bond .

B-if the payment is made by Mada card or credit card, the amount is returned to the same card that was paid with it within a period ranging from 7 to 14 working days, and the customer does not have the right to demand that the site transfer the refund amount to the bank account, and the customer also has the right to demand a return bond

D-in case the payment is made via installment platforms, the amount is returned to the same platform and the customer does not have the right to request the site to return the amount to the bank account, and the customer also has the right to demand a return bond