We want you to be satisfied with every order. This policy explains when and how you can return a product and how refunds are paid. It does not limit your rights under UAE consumer protection law.
Returning an unwanted product
You can return most products within 14 days of delivery if they are:
- unused and in the same condition as when you received them;
- in the original, undamaged packaging with all accessories, manuals and documents;
- with seals, sterile barriers and labels intact.
For change-of-mind returns the cost of returning the product is paid by you, and the original delivery fee is not refunded. We can arrange collection for a fee that we confirm before booking.
Products that cannot be returned
To protect patients and other customers, the following cannot be returned unless they are faulty or not as described:
- sterile and single-use products whose packaging or sterile barrier has been opened or damaged;
- prescription-only products once dispatched;
- products ordered specially for you, configured to your specification, or quoted on request as non-stock items;
- equipment that has been installed and commissioned at your premises;
- products with temperature or storage requirements once they have left our control;
- software or licences that have been activated.
If a product falls into one of these groups, this is shown on the product page or in your quotation.
Faulty, damaged or incorrect products
- Damaged in transport or missing items: note it on the delivery receipt and tell us within two days of delivery, with photos of the packaging and the product.
- Wrong product delivered: tell us within 14 days; we collect it at our cost and send the correct product.
- Faulty product: tell us as soon as you notice the fault. Within the warranty period we will repair or replace the product, or refund it where repair or replacement is not possible, as described in our warranty policy.
In these cases we pay the return costs and refund the original delivery fee where the whole order is returned.
How to return a product
- Start a return from your account (Orders → Request a return), or contact us with your order number and the reason.
- We confirm whether the return is accepted and send you a return authorisation code and instructions. Please do not send products back without a code.
- Pack the product securely in its original packaging and write the code on the parcel.
- We inspect returned products within five business days of receipt and tell you the result.
Refunds
- Approved refunds are paid to the original payment method. Card refunds are sent within five business days of approval; your bank may need further time to show the amount on your statement.
- Orders paid in cash on delivery are refunded by bank transfer to an account in your name.
- Refunds for business accounts paying on invoice are credited against open invoices or paid by bank transfer.
- Every refund is documented with a tax credit note that refers to the original tax invoice, as UAE VAT law requires.
- If a returned product is incomplete or shows signs of use, we may reduce the refund by the cost of restoring it, after telling you the reason.
Large equipment
For operating tables, surgical lights, sterilisers and other large equipment we arrange collection with you. Installed equipment can be returned only if it is faulty or not as described; in that case our service team inspects it on site first.