سياسية الاستبدال والاسترجاع
Mashallah Medical Excellence has a return and exchange policy to ensure customer satisfaction with the product purchased from the website, and returns and exchanges are subject to the following conditions:
(1) Right of return or exchange: The customer has the right to request a return or exchange of products in their original condition within 3 days from the date of receiving the product from the website.
(2) Returning or exchanging products for reasons related to the customer: Returns or exchanges are accepted in the following cases, provided all conditions are met:
- Not using, opening, or benefiting from the products in any way.
- No damage or defect caused by the customer after receiving the product.
- Maintaining the original packaging, box, and all accessories of the product.
- Keeping the sales invoice and handing it to the shipping representative or at the company's headquarters.
- The products are not modified or manufactured according to the customer's specifications.
- The products are not on the list of products excluded from return or exchange.
(3) Returning or exchanging products for reasons related to the product or website: Return or exchange requests are accepted in the following cases:
- The product does not match the specifications announced at the time of purchase (noting that color differences are not considered sufficient reason if color options were not available at the time of order).
- There is a visible defect or damage in the product, not caused by misuse, provided the customer sends photos and a written statement explaining the defect within 24 hours of receiving the product.
(4) Cases where return or exchange is not accepted:
- More than 3 days have passed since the date of receipt.
- Using, installing, benefiting from, or having damage or loss of the original condition.
- Removing the serial number or tampering with the product.
- Losing the price tag, packaging, stickers, or accessories.
- Products that are not accepted for return or exchange for health reasons, such as:
- Underwear
- Shapers
- Socks
- Towels
- Bed linens and chairs
- Medical bath chairs and shower chairs
- Devices for suctioning phlegm or milk
- Any product that touches the body and may transmit infection
- Products installed at the customer's site that cannot be returned to their original condition
- Malfunctions caused by misuse or failure to follow operating instructions
- Manufactured or modified products according to the customer's request
- Any request that violates the conditions mentioned in paragraphs (2) and (3).
(5) Cost responsibility:
- If a defect is confirmed in the product, the website bears all shipping, return, and exchange costs.
- If the cause is due to the customer, the customer bears all related shipping and return costs.
(6) In case of rejection of the request:
- If the return or exchange request is rejected and the customer refuses to receive the product again, the website reserves the right to dispose of the product after 15 days from the date of rejection.
(7) Return steps after approval:
- Upon acceptance of the return request, a return waybill is issued or a representative is sent (within Jeddah).
- The customer must deliver the product to the shipping company within 48 hours.
- If the customer delays, the waybill becomes invalid.
(8) Refund period:
- After receiving and successfully inspecting the product:
- The amount is refunded within 2 working days if paid via bank transfer.
- The amount is refunded within 21 working days if paid by other methods.
- The refund is made using the same method of payment and to the same account.
(9) Conditions for exchange:
- The price difference between the new product and the exchanged product is observed:
- If the new product is cheaper, the difference is refunded within:
- 2 working days (bank transfer)
- 15 working days (credit card)
- If the new product is more expensive, the customer must pay the difference before shipping.
(10) Shipping and return costs (for reasons related to the customer):
- Small parcel: 40 for shipping + 40 for return
- Large box (≤ 24 kg): 80 for shipping + 80 for return
- Very large box (> 24 kg): 180 for shipping + 180 for return
