Frequently asked questions

Large equipment and products that are configured to your requirements are sold on quotation. Choose Add to quote on the product page, review your list and send the quotation request.

Our sales team replies with a priced quotation that is valid for 30 days unless stated otherwise. You can accept it online: it then becomes an order and you pay with one of the methods offered on the quotation.

Yes. You can check out as a guest with your e-mail address and a delivery address.

An account lets you see your orders and quotations in one place and save your addresses. Healthcare facilities and companies can also have their business verified, which is needed for some professional-use products and for payment on invoice.

Yes. Add the products to your quote list, or describe what you need in the request form, and attach your specification or tender document.

We quote each line with its lead time and can include delivery, installation, commissioning and user training. Tell us the required delivery date and any documents the tender asks for, such as registration or conformity certificates, so that we can include them with the offer.

You receive a confirmation e-mail after ordering and a further e-mail whenever the status changes — including the carrier and tracking number when the order is shipped.

You can check the status at any time on Track your order with your order number and e-mail address, or under Orders in your account.

We deliver to all seven emirates, to the other GCC countries and internationally.

The fee, delivery time and free-delivery threshold for each destination are listed on our Shipping and delivery page. The exact fee for your order is shown at checkout before you pay. Where it is offered, you can also collect your order from our Dubai office free of charge.

In-stock items ordered before 14:00 (UAE time) on a business day are normally dispatched the same day. Typical delivery times: UAE: 1–3 business days.

Equipment that we order from the manufacturer for you has the lead time stated in your quotation or order confirmation. We confirm the delivery date with you before dispatch.

Yes. Operating tables, surgical lights, ENT units, sterilisers and other large equipment are delivered to your site by our team or a specialist carrier.

Installation, commissioning and user training can be included in your quotation or booked with a service request. Before delivery we confirm access, electrical supply, water and drainage requirements with you, so that the equipment can be installed on the day it arrives.

The methods available for your order are shown at checkout; they depend on the order value, the delivery address and your account. They can include:

• card payment on the secure page of our payment provider — we never see or store your full card number;
• bank transfer — we hold the order for 3 days for your payment;
• cash or card on delivery within the UAE for orders up to AED 3,000.00 (fee AED 15.00);
• payment on invoice within 30 days for verified business accounts.

Prices are in UAE dirhams and include 5% VAT where it applies. Some medical equipment is zero-rated under UAE VAT law; the rate of each line is shown on your invoice.

Every order comes with a tax invoice that shows our Tax Registration Number (TRN). Companies can enter their legal name and TRN at checkout so that they appear on the invoice.

Yes. You can switch the display currency — for example to US dollars, euros or pounds sterling — in the header of the site.

Converted prices are for guidance only. Orders, quotations and invoices are in UAE dirhams (AED); if you pay with a card in another currency, your bank converts the amount at its own rate.

1. Choose bank transfer at checkout. Our bank details are shown on the confirmation page and in the confirmation e-mail.
2. Use your order number as the payment reference.
3. Send us the transfer details on the payment notification page, so that we can match your payment quickly.

We dispatch the order once the payment has been received. Bank-transfer orders that remain unpaid are cancelled after 3 days.

Each product page lists the documents available for that model — datasheets, brochures, instructions for use and certificates — together with the manufacturer and, where we hold them, regulatory and certification details.

If you need a document that is not listed, such as a declaration of conformity or a registration certificate, ask us and we will send what is available for that model.

These products are intended for use by qualified healthcare professionals and facilities. Depending on the product, you either confirm at checkout that you are buying for professional use, or you need a verified business account.

Products that require a prescription can only be ordered with a valid prescription, which we review before dispatch. Details are in our professional-use policy.

Yes. Tell us how the equipment will be used, the procedures or sample volumes involved and any space or power constraints, and our product specialists will suggest suitable models.

For accessories and consumables — for example biopsy needle guides or electrosurgical electrodes — send us the make and model of your device or ultrasound probe. You can also place up to four products side by side with the compare tool.

Register as a business and enter your company details, Tax Registration Number and trade licence. Upload a copy of the trade licence and, for healthcare facilities, the facility or professional licence.

Our team reviews the documents and e-mails you when the review is complete. A verified account can buy professional-use products and may be offered payment on invoice and agreed customer-group pricing.

In your account you can update your details, download a copy of your data and delete your account. You can also write to our data protection contact at privacy@maccar.uk.

We answer requests within the time limits of the UAE Personal Data Protection Law and, for UK customers, the UK GDPR. Orders and tax invoices are kept for the period required by tax law, even after an account has been deleted. See our privacy policy.

Equipment is covered by the manufacturer's warranty. The period is stated on the product page and in your quotation; where none is stated, it is 12 months. The warranty starts on delivery or, for equipment that we install, on the installation date.

Consumables, single-use devices and parts that wear in normal use are not covered unless they are defective. Details are in our warranty policy.

Most products can be returned within 14 days of delivery if they are unused, in their original undamaged packaging, and with seals and sterile barriers intact.

Opened sterile or single-use products, items ordered specially for you and equipment that has been installed cannot be returned unless they are faulty. Start a return from your account or contact us; the full conditions are in Returns and refunds.

Send a service request with the make, model and serial number of the equipment, its location and a short description of what you need.

We handle installation and commissioning, preventive maintenance, calibration and validation, repairs, user training and product demonstrations. Our service team confirms the visit date with you, or first tries to solve the problem remotely where that is possible.

After installation and commissioning you receive an installation report signed by our engineer, which records the serial number, the checks carried out and the date from which the warranty runs. Where the manufacturer requires it, we also provide training records for the users who attended.

Keep these documents with the equipment file: licensing inspections and later service visits refer to them.