Return & Refund Policy

Salamat Nabdina Medical Company

Commercial Registration/National Number: 7012397159

VAT Registration Number: 311346551600003

Effective date: 25 July 2026

Last updated: 25 July 2026

1. Scope

This Exchange, Returns and Refunds Policy applies to products purchased directly from Salamat Nabdina Medical Company (“Nabdina”, “we”, “us”).

It explains how to request:

• Order cancellation.
• Product return.
• Product exchange.
• Repair or replacement.
• Refund.
• Assistance with a damaged, defective, unsafe, or incorrectly supplied product.

This policy does not limit any non-waivable right available under the laws and regulations of the Kingdom of Saudi Arabia.

Additional contract-specific terms may apply to hospitals, government entities, distributors, companies, and other business customers. If an applicable contract conflicts with this policy, the contract will apply except where Saudi law provides a right that cannot be excluded or limited.

2. Eligible consumers’ statutory rights

Where the Saudi E-Commerce Law or another applicable Saudi law gives an eligible consumer a right to cancel an electronic transaction or return an unused product during the applicable seven-day statutory period, Nabdina will respect that right subject to the conditions and lawful exceptions provided by law.

Nothing in this policy:

• Removes a right relating to a defective, damaged, unsafe, falsely described, or incorrectly supplied product.
• Prevents an eligible consumer from exercising a lawful cancellation right.
• Reduces a non-waivable warranty or consumer-protection right.
• Prevents a customer from submitting a complaint to a competent Saudi authority.

3. Requesting a return or exchange

To request a return or exchange, contact Nabdina at:

Email: info@nabdina.com

Telephone and WhatsApp: +966 55 757 7356

Submit the request within the applicable return period and provide:

• Customer or company name.
• Invoice, quotation, purchase-order, or order reference.
• Product name and quantity.
• Serial number or lot number where applicable.
• Date of delivery.
• Reason for the request.
• Photographs where the product is damaged, incorrect, incomplete, or defective.
• A description of any suspected malfunction or safety concern.

Do not send or transport a product until Nabdina provides return instructions and, where applicable, a return authorization number.

Failure to obtain advance instructions does not remove a non-waivable legal right, but it may delay safe receipt, inspection, and processing.

4. Change-of-mind returns

Subject to applicable Saudi law, an eligible consumer may request a change-of-mind return during the applicable seven-day period where the product has not been used and no lawful exception applies.

To qualify for an approved change-of-mind return, the product must normally be:

• Unused.
• Uninstalled and not commissioned.
• Unactivated.
• Complete.
• In resalable condition.
• In its original undamaged packaging.
• Accompanied by all labels, manuals, accessories, components, and promotional items.
• Supported by the invoice or other acceptable proof of purchase.

A return request from a hospital, government entity, distributor, company, or other business customer is subject to the applicable quotation, contract, purchase order accepted by Nabdina, and Nabdina’s written approval, except where a non-waivable legal right applies.

5. Products that may not be eligible for change-of-mind return

Subject to applicable law, change-of-mind return rights may not apply to:

• Products manufactured, configured, or obtained specifically for the customer.
• Special-order products.
• Opened sterile products.
• Products with broken hygiene, safety, authenticity, or sterile seals.
• Consumables that have been opened or cannot safely be resold.
• Used products.
• Installed, commissioned, registered, licensed, or activated equipment.
• Products altered, damaged, or improperly stored after delivery.
• Temperature-controlled products or products subject to special environmental requirements.
• Products that cannot be resold for health, hygiene, regulatory, or safety reasons.
• Services that have already been fully or partly performed with the customer’s authorization, where a lawful exception applies.

These exclusions apply to change-of-mind requests only. They do not exclude remedies for products that are defective, damaged, unsafe, falsely described, or incorrectly supplied.

6. Damaged deliveries

Customers should inspect products as soon as reasonably possible after delivery.

If a product or its packaging is visibly damaged:

1. Record the damage on the delivery document where possible.
2. Take clear photographs of the product, packaging, and shipping label.
3. Preserve the packaging and all contents.
4. Do not install or use the product if doing so may be unsafe.
5. Contact Nabdina promptly.

Nabdina will assess the report and arrange an appropriate remedy in accordance with the applicable agreement and law.

7. Defective or malfunctioning products

If a product appears defective or does not operate as expected:

• Stop using it where continued use may be unsafe.
• Review the applicable instructions for use and basic troubleshooting instructions.
• Do not dismantle, modify, or arrange an unauthorized repair.
• Preserve all accessories, packaging, labels, and relevant records.
• Contact Nabdina with the product, serial or lot number, and a description of the issue.

Depending on the circumstances, applicable warranty, and Saudi law, the remedy may include:

• Technical assessment.
• Repair.
• Replacement.
• Exchange.
• Supply of a missing component.
• Refund.
• Another remedy required by law.

Inspection is used to identify the issue and appropriate remedy. It does not remove a non-waivable legal right.

8. Incorrect or incomplete supply

If Nabdina supplies the wrong product, incorrect quantity, or an incomplete order, notify us promptly.

After verification, Nabdina will arrange the appropriate correction, which may include:

• Supplying the missing product or component.
• Replacing the incorrect product.
• Collecting the incorrectly supplied item.
• Correcting the invoice.
• Providing an approved refund.

Nabdina will bear reasonable approved return and replacement delivery costs for verified incorrect supply.

9. Medical-device safety concerns

A suspected medical-device malfunction, injury, potential injury, product-safety concern, or recall matter requires special handling.

Where safe and appropriate:

• Stop using the product.
• Isolate and preserve the product.
• Preserve accessories, packaging, labels, logs, and consumables.
• Do not repair, clean, decontaminate, alter, or dispose of the product unless instructed.
• Contact Nabdina immediately.
• Follow urgent instructions from the manufacturer, healthcare organization, or competent authority.

Do not include patient-identifying information in the package or send it through a general website form.

If patient or health information is required for a regulatory safety investigation, Nabdina will provide an appropriate authorized channel and instructions.

This policy does not replace any medical-device vigilance, field-safety, recall, or regulatory reporting requirement.

10. Return authorization and shipping

Nabdina will provide return instructions after reviewing the request.

The instructions may include:

• Return authorization number.
• Collection arrangement or approved shipping method.
• Packaging requirements