Salamat Nabdina Medical Company
Commercial Registration/National Number: 7012397159
VAT Registration Number: 311346551600003
Effective date: 25 July 2026
Last updated: 25 July 2026
1. Our commitment
Salamat Nabdina Medical Company (“Nabdina”, “we”, “us”) is committed to receiving and handling complaints fairly, respectfully, promptly, and without charge.
We use complaints and customer feedback to:
- Resolve individual concerns.
- Protect customers and product users.
- Identify product-quality or medical-device safety issues.
- Improve our products, services, delivery, and support.
- Meet legal, quality, and regulatory obligations.
- Prevent repeated problems.
Submitting a complaint will not affect a customer’s right to receive fair service or exercise a right available under Saudi law.
2. Scope
This policy applies to complaints concerning:
- Website information or functionality.
- Quotations and customer communication.
- Orders and invoices.
- Shipping and delivery.
- Installation, commissioning, or training.
- Product quality or performance.
- Missing, damaged, defective, or incorrectly supplied products.
- Returns, exchanges, and refunds.
- Warranty, maintenance, or technical support.
- Employee or service-provider conduct.
- Privacy or personal-data handling.
- Suspected medical-device malfunction or safety concerns.
- Any other service provided by Nabdina.
A request for general information or routine support may initially be handled as an enquiry. If the customer remains dissatisfied or asks for formal review, it will be recorded as a complaint.
3. How to submit a complaint
Complaints may be submitted through:
Email: info@nabdina.com
Telephone and WhatsApp: +966 55 757 7356
Written complaints may also be sent to:
Salamat Nabdina Medical Company
Building 4098, Qais Ibn Abaad Al Dhabai Street
Al Nakhil District, Jeddah 23242
Kingdom of Saudi Arabia
Complaints may be submitted in Arabic or English.
There is no charge for submitting or escalating a complaint.
4. Information to provide
To help us investigate, please provide:
- Your full name.
- Company or organization, where applicable.
- Email address and telephone number.
- Invoice, quotation, order, delivery, return, or complaint reference.
- Product name and quantity.
- Serial or lot number where applicable.
- Date and location of the event.
- A clear description of the complaint.
- The outcome or remedy you are requesting.
- Relevant photographs, documents, or correspondence.
Provide only information necessary for the complaint.
Do not send patient-identifying health information, national identification documents, payment-card details, online-banking credentials, or other sensitive information through a general website form or WhatsApp message.
If sensitive information is necessary for an authorized safety or regulatory investigation, Nabdina will provide an appropriate channel and instructions.
5. Complaints submitted for another person or organization
A representative may submit a complaint for another person or organization where they are appropriately authorized.
Nabdina may request evidence of authorization before disclosing confidential information or making a decision affecting another person or organization.
This requirement is intended to protect privacy and prevent unauthorized disclosure.
6. Complaint acknowledgment
Nabdina aims to acknowledge a complaint within two business days after receiving sufficient contact information.
The acknowledgment should include:
- Confirmation that the complaint was received.
- Complaint reference number, where available.
- Name or department responsible for the complaint.
- Any additional information required.
- Expected next step.
- Applicable response target.
An automated delivery confirmation does not necessarily mean the complaint has been assessed.
7. Initial assessment
Nabdina aims to complete an initial assessment within five business days after receiving sufficient information.
The initial assessment may determine whether the matter concerns:
- General customer service.
- Shipping or delivery.
- Return or refund.
- Warranty or technical support.
- Product quality.
- Medical-device safety or vigilance.
- Privacy.
- Fraud or cybersecurity.
- A contractual or legal dispute.
- Another responsible manufacturer, supplier, carrier, or service provider.
Urgent matters may be escalated immediately without waiting for the standard assessment period.
8. Medical-device safety complaints
A complaint involving suspected device malfunction, injury, potential injury, deterioration in health, incorrect result, product recall, counterfeit product, or another safety concern requires urgent handling.
Where safe and appropriate:
- Stop using the product.
- Isolate and preserve it.
- Preserve accessories, packaging, labels, logs, and consumables.
- Do not repair, alter, clean, decontaminate, or dispose of the product unless instructed.
- Record the serial or lot number.
- Contact Nabdina immediately.
- Follow urgent instructions from the manufacturer, healthcare organization, or competent authority.
Nabdina will promptly route the complaint to its responsible quality and regulatory personnel and will make any report required by the Saudi Food and Drug Authority or another competent authority.
This policy does not replace any mandatory medical-device vigilance, recall, field-safety, or regulatory reporting procedure.
9. Investigation
The complaint owner may:
- Review relevant orders, quotations, invoices, and correspondence.
- Request additional information.
- Examine photographs, delivery records, or product documentation.
- Arrange product collection or technical assessment.
- Consult responsible employees.
- Contact a manufacturer, supplier, carrier, installer, or service provider.
- Review applicable warranty, contract, and regulatory requirements.
- Assess whether corrective or preventive action is required.
The investigation will be proportionate to the nature, seriousness, and risk of the complaint.
Nabdina will seek to act impartially and base its decision on the available evidence.
10. Response and resolution target
Nabdina aims to provide a final response or meaningful progress update within ten business days after receiving sufficient information.
The response should include, where applicable:
- Summary of the complaint.
- Investigation undertaken.
- Decision or current status.
- Reason for the decision.
- Approved remedy or corrective action.
- Expected completion date.
- Available escalation route.
A complex complaint may require additional time, particularly where it involves:
- A manufacturer or overseas supplier.
- Technical testing.
- Medical-device safety reporting.
- Regulatory consultation.
- Product collection or inspection.
- Multiple organizations.
- Missing information.
- A legal or contractual dispute.
Where more time is needed, Nabdina will provide an update explaining the reason and the expected next review date.
11. Possible outcomes
Depending on the circumstances, applicable agreement, and Saudi law, an outcome may include:
- Explanation or clarification.
- Apology.
- Correction of information or records.
- Completion of an outstanding service.
- Redelivery.
- Supply of a missing component.
- Repair.
- Replacement.
- Exchange.
- Approved return.
- Refund.
- Warranty support.
- Staff or service-process improvement.
- Corrective or preventive action.
- Regulatory or safety escalation.
- Rejection of the complaint with reasons.
Nothing in this section limits a non-waivable remedy required by Saudi law.
12. Returns and refunds
Complaints involving a return, exchange, cancellation, or refund will be handled together with the Exchange, Returns and Refunds Policy.
An approved refund will normally be initiated within the timeframe stated in that policy.
Nabdina will not charge a complaint-handling fee.
13. Escalation
If you are dissatisfied with the initial response, you may request an internal review by replying to the complaint response or contacting info@nabdina.com.
Include:
- Complaint reference.
- Reason you disagree with the response.
- Any relevant information not previously considered.
- The outcome you are requesting.
The review should be handled by a person with appropriate authority who was not solely responsible for the original decision, where reasonably possible.
Nabdina aims to acknowledge an escalation within two business days and provide a review response or progress update within ten business days after receiving sufficient information.
14. External complaints
Using Nabdina’s complaint process does not prevent an eligible person from contacting a competent Saudi authority.
Depending on the subject, the competent authority may include:
- Ministry of Commerce.
- Saudi Food and Drug Authority.
- Competent personal-data protection authority.
- A court or another legally authorized body.
Nabdina will cooperate with an authorized authority as required by law.
15. Privacy and confidentiality
Complaint information will be processed according to Nabdina’s Privacy Policy.
Information may be accessed by:
- Authorized Nabdina personnel.
- Manufacturers, suppliers, carriers, technicians, or service providers where necessary to investigate.
- Professional advisers.
- Insurers.
- Regulators or public authorities where required or permitted by law.
Nabdina will disclose only information reasonably necessary for the authorized purpose.
Complaint records will be retained according to applicable legal, contractual, quality, safety, and regulatory requirements.
16. Fair treatment
Customers and complainants will be treated respectfully.
Nabdina will not refuse reasonable service, threaten, retaliate against, or unfairly disadvantage a person solely because they submitted a complaint in good faith.
We expect complainants to communicate respectfully and not submit threats, abusive content, knowingly false allegations, or repeated submissions intended to disrupt service.
Nabdina may reasonably manage abusive communications while continuing to address any genuine safety or legal issue.
17. Corrective action and improvement
Nabdina may review complaint information to identify:
- Repeated product or service problems.
- Delivery or refund delays.
- Training needs.
- Website or communication problems.
- Supplier or manufacturer issues.
- Safety trends.
- Required corrective or preventive actions.
Complaint trends should be reviewed periodically by responsible management, quality, and regulatory personnel.
18. Policy changes
We may update this policy when our complaint procedures, services, or legal obligations change.
The current version and last-updated date will appear on this page.
A change does not retrospectively reduce a right associated with an existing complaint or transaction unless required by law.
19. Contact us
Complaints and escalation requests may be submitted to:
Salamat Nabdina Medical Company
Commercial Registration/National Number: 7012397159
VAT Registration Number: 311346551600003
Building 4098, Qais Ibn Abaad Al Dhabai Street
Al Nakhil District, Jeddah 23242
Kingdom of Saudi Arabia
Email: info@nabdina.com
Telephone and WhatsApp: +966 55 757 7356
Website: https://nabdina.com