Returns & Exchanges Policy

The customer may exchange, return, or cancel an order under the following conditions:

1. Before the shipping waybill is issued.
2. After the waybill is issued and the order is prepared but before handover to the courier, the customer bears the shipping fee only.
3. After the product is handed to the courier, return or exchange is allowed — excluding items listed in Article 2 — and the customer bears shipping and return costs.

The customer may request a return within 14 days of receiving the order through their account on the website, subject to the following:

1. For health reasons, we do not accept returns or exchanges of foot insoles, medical braces, respiratory devices, sensitive medical devices, cosmetic girdles, sterile products, or underwear after they have been shipped.
2. Bathroom chairs, manual and electric wheelchairs, and all electrical devices are not returnable or exchangeable after unpacking and assembly.
3. Made-to-order / custom-manufactured products (including all physiotherapy and rehabilitation products) are not returnable or exchangeable after ordering, unless they do not match the customer specifications stated in the order.
4. Products that require cold-chain shipping: if the customer chose a non-refrigerated carrier, the customer bears full responsibility for any resulting damage.

1. The customer submits a return request from their account for delivered orders within the return window.
2. After admin approval, a reverse pickup waybill is created via the shipping platform (OTO) to collect the item from the customer address.
3. Returned products must be unused, in original packaging, and resalable. Used, damaged, or Article-2 items will not be accepted.
4. The return fee is approximately equal to the original shipping fee paid on the order and is deducted from the refund. Example: two products at SAR 60 and SAR 70 with SAR 25 shipping — returning the SAR 60 item after approval refunds 60 − 25 = SAR 35 only, and stock is restored after inspection.
5. For partial returns, only the returned items are refunded after deducting the original shipping fee (once per order).
6. After the return arrives at the warehouse it is inspected; refund processing usually takes 1–4 business days to verify condition and deduct shipping.
7. Cosmetic and personal-use products are neither returnable nor exchangeable.
8. Card payments are refunded to the same payment method and may take additional bank processing days.
9. The store covers shipping costs if there is a manufacturing defect or the wrong product was shipped — send details and photos to info@medsupplysa.com or WhatsApp 00966500128484.

Terms of warranty for electrical devices:

1. Warranty for electric beds and chairs covers the motor only.
2. Warranty follows the authorized dealer’s terms and is void without the original invoice. Keep your store invoice. Warranty period is two years from the purchase date.
3. Medical devices, electric beds, and electric chairs are covered by the dealer’s warranty; the store acts as an intermediary.
4. Read the product instructions carefully before use to confirm the correct voltage/power source. Damage from incorrect power will not be accepted under manufacturer warranty terms.
5. All products are original and supplied by authorized dealers in the Kingdom of Saudi Arabia.