The site has a return and exchange policy to ensure customer satisfaction with the product purchased from the site. Return and exchange are subject to the following conditions:
* The customer has the right to request a return or exchange of the products in their original condition within 7 days from the date of receiving the product from the site.
* The site accepts the return or exchange of products for reasons attributable to the customer if the following conditions are met:
1. The customer shall not use, open or obtain any benefit from the products.
2. The products shall not be damaged or have any defects after receiving them from the shipping company.
3. Do not damage the packaging of the products, or lose any of the product accessories.
4. The customer must keep the sales invoice and deliver it to the shipping company.
5. The products shall not be manufactured, modified or equipped according to specifications determined by the customer, and executed on the basis thereof.
6. These products are not among the products excluded from return or exchange.
* The site accepts the return or exchange of products for reasons related to the products or the site in the following cases:
1. The product does not conform to 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 return, if the product does not have options to specify the color on the site.
2. Receiving a product with a defect or apparent damage not resulting from the customer’s misuse of the product, provided that the customer sends us photos and a text statement explaining the defect or apparent damage in the product within 24 hours from the date the customer receives the product from the shipping company.
* "Sand Medical" website does not accept the return or exchange of products in the following cases:
1. Submit a return or exchange request after 7 days from the date of receiving the product.
2. Using, installing, damaging or obtaining 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. Products without price tags, labels, original packaging, or any of their accessories.
5. "Sand Medical" does not accept the return or exchange of some products, for example, but not limited to (underwear, body-contact corsets, socks, towels, mattresses, medical beds, medical mattresses, bathroom chairs, shower chairs, phlegm suction devices, breast pumps, ..... etc.), or any other products that may be returned to affect the health of customers, such as transmitting diseases or spreading infections.
Single use products.
Also, the following goods cannot be exchanged for health reasons:
Cosmetics and body care.
Decorations and accessories.
6. Products that have been installed at the customer's site and cannot be returned to their original condition before sale.
7. The product is damaged due to the customer’s incorrect use or failure to follow the operating instructions.
8. Any product that has been manufactured or modified to its specifications according to the customer’s request.
9. Any replacement or return requests that violate the provisions of paragraphs (2) and (3) of this section.
(5) If the return or exchange is due to a defect in the product, the site will examine the product. If it is proven that the defect is due to the product, the site will bear the shipping, return and exchange costs.
(6) If the return or exchange is due to a reason attributable to the customer and not a defect in the product, the customer shall bear all costs of returning, shipping and exchanging the product.
(7) In the event that the site rejects the customer’s request to return or replace the product, and the customer refuses to receive the products again, the site has the right in this case to dispose of these products after 15 days from the date of the customer’s refusal.
(8) In the event that the return request is accepted, the site will issue a return policy to the customer, and the customer must deliver the product to the shipping company within a maximum period of 48 hours. In the event of a delay in delivering the product to the shipping company after sending the return policy to the customer, the return policy will be considered void.
(9) 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 7 working days if payment was made via bank transfer, within 21 working days if payment was made via other payment methods, from the date of receipt of the product, and the price of the product is refunded in the same way in which payment was made and to the same accounts through which payment was made.
(10) In the event that the replacement request is accepted, the price difference between the replaced product and the new product chosen will be taken into account. If the price of the new product chosen is less than the price of the replaced product, the site will refund the price difference within 7 working days if payment is made via bank transfer, and within 15 working days if payment is made by credit card. However, if the price of the new product chosen is higher than the price of the replaced product, the customer must in this case pay the price difference to the site using our approved payment methods before shipping the product. Return and replacement costs (apply if the return and replacement is due to a reason attributable to the customer):
- An amount of 23 riyals will be deducted for the cost of shipping the product to the customer, in addition to 23 riyals for the cost of returning the product if the shipment is a small package.
- An amount of 60 riyals will be deducted for the cost of shipping the product to the customer, in addition to 60 riyals for the cost of returning the product if the shipment is a large carton with a volumetric weight not exceeding 24 kg, such as a chair, diapers, etc.
- An amount of 120 riyals will be deducted for the cost of shipping the product to the customer, in addition to 120 riyals for the cost of returning the product if the shipment is a very large box with a volumetric weight exceeding 24 kg, such as a bed.
