Shipping & Delivery 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 Shipping and Delivery Policy explains how Salamat Nabdina Medical Company (“Nabdina”, “we”, “us”) processes, ships, delivers, installs, and commissions products purchased directly from Nabdina.

This policy applies together with:

• The accepted quotation.
• Nabdina’s Order Confirmation.
• Any signed contract.
• The Terms and Conditions.
• The Exchange, Returns and Refunds Policy.
• Applicable Saudi laws and regulations.

Where a signed contract or accepted quotation contains specific delivery terms, those terms apply to the transaction. Nothing in this policy limits a non-waivable right under Saudi law.

2. Delivery coverage

Nabdina supplies customers within the Kingdom of Saudi Arabia, subject to:

• Product availability.
• Delivery-service availability.
• Regulatory and purchaser eligibility.
• Manufacturer or supplier restrictions.
• Destination and site accessibility.
• Product transportation and storage requirements.
• Acceptance of the applicable delivery charge.

Delivery to Jeddah, other major cities, remote locations, controlled facilities, healthcare facilities, government sites, or restricted-access locations may involve different delivery methods, charges, and estimated timelines.

Delivery availability is confirmed in the quotation or Order Confirmation.

International shipping is not available unless expressly agreed in writing and all applicable export, import, regulatory, customs, transport, and payment requirements have been satisfied.

3. Delivery quotations

Because Nabdina supplies medical devices and related products with different transportation, handling, installation, and regulatory requirements, shipping and delivery are quoted individually.

Each applicable quotation should identify:

• Delivery destination or coverage area.
• Delivery or shipping charge.
• Applicable VAT.
• Estimated dispatch or delivery date.
• Delivery method.
• Installation or commissioning inclusion, if any.
• Training inclusion, if any.
• Special transportation or storage requirements.
• Customer site-readiness requirements.
• Any excluded service or additional charge.

Submitting a quotation request does not guarantee product availability or a delivery date.

4. When order processing begins

Unless the quotation or contract states otherwise, order processing begins after Nabdina has received and verified all applicable requirements, which may include:

• Customer acceptance of a valid quotation.
• Nabdina’s written Order Confirmation.
• Required payment or approved credit terms.
• Complete customer and delivery information.
• Required purchase order or contract.
• Product availability.
• Regulatory or purchaser authorization.
• Import or supplier confirmation.
• Confirmation that the delivery site is ready.
• Any required technical, installation, or access information.

A delay in receiving a required document, payment, approval, or customer instruction may affect the estimated delivery date.

5. Delivery estimates

Delivery dates and processing periods are estimates unless the quotation or signed contract expressly states that a date is guaranteed.

The estimate may depend on:

• Whether the product is held in local stock.
• Manufacturer or supplier availability.
• Import and customs clearance.
• Regulatory clearance.
• Product configuration.
• Delivery destination.
• Carrier capacity.
• Required installation, commissioning, or training.
• Site readiness and access.
• Special handling, battery, temperature, or dangerous-goods requirements.

Nabdina will provide the best reasonably available estimate in the quotation or Order Confirmation.

6. Delivery charges and VAT

Delivery, shipping, handling, installation, commissioning, training, insurance, customs, and other applicable charges will be:

• Included in the quotation;
• Identified separately in the quotation; or
• Confirmed in writing before the relevant service is performed.

The quotation will state the applicable VAT and total amount payable.

No unexpected delivery or installation charge should be imposed after order confirmation unless:

• The customer requests a change;
• The information originally supplied was inaccurate or incomplete;
• The delivery site is not ready or accessible;
• An additional service is approved by the customer;
• A charge is required by law; or
• Another lawful contractual ground applies.

7. Customer information

The customer is responsible for providing accurate and complete:

• Customer or company name.
• Delivery address.
• National Address or location details where required.
• Authorized recipient’s name.
• Telephone number and email.
• Building, floor, department, loading, or access instructions.
• Working hours and permitted delivery times.
• Security, permit, or facility-entry requirements.
• Product storage and handling instructions known to the customer.
• Installation and site-readiness information.
• VAT and invoice information where applicable.

Nabdina is not responsible for a delay caused by inaccurate, incomplete, or outdated customer information.

8. Address changes

A request to change the delivery address must be submitted before dispatch and is subject to Nabdina’s written confirmation.

An address change may:

• Change the delivery estimate.
• Change the delivery charge.
• Require regulatory or customer verification.
• Require cancellation and rebooking with the carrier.
• Be unavailable after dispatch.

Nabdina will not redirect a shipment to an unverified individual, unrelated organization, or unauthorized address.

9. Authorized recipient

Delivery may require an authorized recipient to:

• Confirm identity or organization.
• Sign the delivery documentation.
• Confirm the number of packages.
• Record visible damage or shortage.
• Receive product documentation.
• Acknowledge storage or handling instructions.
• Accept custody of the shipment.

Delivery to the customer’s reception, warehouse, loading area, authorized employee, or designated representative may be treated as delivery to the customer where permitted by the applicable agreement and law.

Certain products may be delivered only to an eligible or authorized healthcare or business recipient.

10. Tracking and delivery communication

Where tracking is available, Nabdina or the delivery provider may send tracking or delivery information through:

• Email.
• Telephone.
• SMS.
• WhatsApp.
• Carrier tracking link.
• Another contact method provided by the customer.

Tracking information is an estimate and may not reflect customs, access, regulatory, or other delays immediately.

Operational delivery communications are handled in accordance with Nabdina’s Privacy Policy.

11. Delivery inspection

The customer or authorized recipient should inspect the shipment as soon as reasonably possible.

At delivery, the recipient should check:

• Number of packages.
• Product description where visible.
• Packaging condition.
• Visible damage.
• Signs of tampering.
• Temperature or handling indicators where applicable.
• Accompanying delivery documents.

Any visible shortage, damage, tampering, or incorrect delivery should be:

1. Recorded on the delivery document where possible;
2. Photographed;
3. Reported to Nabdina promptly; and
4. Preserved for inspection.

Signing a delivery document does not remove a non-waivable right concerning a hidden defect, safety issue, incorrect supply, or other matter that could not reasonably be identified at delivery.

12. Damaged or incomplete delivery

If a shipment arrives damaged, incomplete, opened, or different from the confirmed order:

• Do not install or use a product where doing so may be unsafe.
• Preserve the product, packaging, labels, and accessories.
• Take photographs.
• Record the serial or lot number where applicable.
• Contact Nabdina promptly.
• Follow Nabdina’s return, collection, and safety instructions.

Verified damaged, incomplete, or incorrect deliveries will be handled under the Exchange, Returns and Refunds Policy and applicable Saudi law.

13. Medical-device transportation and storage

Some medical devices, accessories, batteries, consumables, or components require special transportation or storage conditions.

Requirements may include:

• Temperature control.
• Protection from moisture, sunlight, impact, or contamination.
• Upright or orientation-controlled transport.
• Battery or dangerous-goods handling.
• Sterile-barrier protection.
• Restricted access.
• Serial or lot traceability.
• Immediate transfer to an approved storage environment.

The customer must follow all product labeling, manufacturer instructions, and Nabdina instructions after delivery.

If required storage conditions cannot be maintained, the customer must notify Nabdina before delivery.

14. Installation and commissioning

Delivery does not include installation, commissioning, validation, configuration, testing, or training unless expressly included in the quotation or contract.

When installation or commissioning is included, the quotation or related documentation will identify:

• Scope of work.
• Estimated scheduling.
• Site requirements.
• Required customer personnel.
• Technical or infrastructure requirements.
• Included testing.
• Documentation or acceptance process.
• Any excluded work or additional charges.

A delivered medical device must not be represented as commissioned or ready for use until the required installation and commissioning process has been completed.

15. Customer site readiness

Where installation, commissioning, or special delivery is required, the customer must ensure the site is ready.

Site-readiness requirements may include:

• Safe and unrestricted access.
• Suitable electrical supply.
• Network availability.
• Suitable temperature, humidity, ventilation, and lighting.
• Appropriate floor, wall, or structural support.
• Approved storage area.
• Infection-control or decontamination arrangements.
• Required permits and security access.
• Availability of the customer’s responsible representative.
• Removal of physical obstructions.
• Compliance with manufacturer requirements.

If the site is not ready, Nabdina may reschedule the service. Reasonable additional transport, waiting, storage, or technician costs may apply if they were disclosed or approved and are permitted by law.

16. Failed delivery

A delivery may be unsuccessful where:

• No authorized recipient is available.
• The address is incorrect or incomplete.
• The recipient refuses delivery without a lawful reason.
• Access to the site is unavailable.
• Required permits or security approvals are missing.
• The site cannot safely receive or store the product.
• The customer requests an unapproved change.
• The customer cannot be contacted.
• The delivery would violate a regulatory or safety requirement.

Nabdina will attempt to contact the customer and arrange an appropriate next step.

A reasonable redelivery, waiting, storage, or return charge may apply where the failed delivery was caused by the customer, provided that the charge is disclosed and permitted by law.

No customer-caused redelivery fee applies where the failure resulted from Nabdina’s error or the delivery provider’s verified error.

17. Delivery delays

Nabdina will notify the customer when it becomes aware of a material delay or difficulty affecting delivery.

Possible causes include:

• Manufacturer or supplier delay.
• Product shortage.
• Import or customs delay.
• Regulatory review or restriction.
• Carrier disruption.
• Severe weather or natural disaster.
• Public-health restriction.
• Government action.
• Product recall or safety action.
• Cybersecurity, utility, or telecommunications disruption.
• Force majeure or another event outside reasonable control.

Where possible, Nabdina will provide an updated estimate and available options.

18. Cancellation due to delay

Nothing in this policy limits an eligible consumer’s non-waivable rights under Saudi law.

Where applicable Saudi law gives an eligible consumer the right to cancel because delivery or performance has been delayed for more than fifteen days from the contract date or agreed delivery date, Nabdina will respect that right subject to the applicable conditions and lawful exceptions, including force majeure where applicable.

An approved cancellation and refund will be processed in accordance with the Exchange, Returns and Refunds Policy.

19. Partial deliveries

Nabdina may propose partial delivery where:

• Part of an order is available earlier.
• A product is temporarily unavailable.
• Separate shipment is operationally or technically appropriate.
• The customer agrees.

Any additional charge for a partial delivery must be disclosed and approved before shipment, unless it is already included in the quotation or contract.

The customer may decline a proposed partial delivery where the applicable agreement permits.

20. Delivery refusal

A customer should not refuse delivery without a reasonable and lawful basis.

A delivery may reasonably be refused where:

• The product is visibly damaged.
• The package shows serious tampering.
• The product or quantity is clearly incorrect.
• Required handling conditions appear to have been breached.
• Accepting the product may present an immediate safety risk.

Where safe, document the reason, take photographs, and contact Nabdina immediately.

21. Transfer of risk and ownership

Transfer of ownership and risk will be determined by the accepted quotation, signed contract, delivery documentation, and applicable Saudi law.

Unless the transaction documents state otherwise:

• The customer becomes responsible for safe custody after delivery to the authorized recipient.
• Payment obligations remain governed by the quotation, invoice, or contract.
• Receiving a product does not waive rights concerning hidden defects, incorrect supply, product safety, or warranty.

22. Returns following delivery

Products must not be returned to the driver, carrier, warehouse, or Nabdina office without approval, except where immediate refusal is reasonably required because of visible damage, incorrect supply, or safety risk.

All approved returns are handled under the Exchange, Returns and Refunds Policy.

Products with contamination, safety, sterile, battery, temperature-control, or dangerous-goods considerations require specific return instructions.

23. Privacy

Delivery information is processed according to Nabdina’s Privacy Policy.

We may share the minimum necessary delivery information with:

• Carriers.
• Warehouse providers.
• Installation and technical teams.
• Manufacturers or suppliers where necessary.
• Security or facility-access personnel.
• Regulatory authorities where required by law.

Delivery information must not be used for unrelated purposes.

24. Complaints

A shipping, delivery, installation, or delay complaint may be submitted through:

Email: info@nabdina.com

Telephone and WhatsApp: +966 55 757 7356

Please provide:

• Customer name.
• Order or invoice reference.
• Product.
• Delivery address.
• Date of the issue.
• Description of the issue.
• Photographs or supporting evidence where relevant.

Complaints will be handled under Nabdina’s Complaints Handling Policy.

Using Nabdina’s complaint procedure does not prevent an eligible customer from contacting the Ministry of Commerce, the Saudi Food and Drug Authority, or another competent Saudi authority.

25. Changes to this policy

We may update this policy when our delivery operations, 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 relating to an existing confirmed order or contract unless the change is required by law.

26. Contact us

Shipping, delivery, installation, and delay enquiries 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