Returns and Refunds Policy

Returns and Refunds Policy

Returns and Refunds Policy

At MedicalHup, your satisfaction and safety are important to us. If you are not completely satisfied with your purchase, you may request a return within 5 days from the date of delivery, subject to the conditions below.

Return Eligibility

To qualify for a return, the product must:

  1. Be unused, unopened, and in its original condition
  2. Include its original packaging, labels, accessories, and manuals
  3. Be accompanied by the order number or proof of purchase
  4. Not fall under the non-returnable product categories listed below

All returned products are subject to inspection before approval.

Non-Returnable Products

For health, hygiene and safety reasons, the following products cannot normally be returned unless they are defective, damaged, expired or incorrectly supplied:

  1. Medicines and pharmaceutical products
  2. Opened or used medical supplies and consumables
  3. Temperature-controlled or refrigerated products
  4. Personal-care, hygiene and intimate-care products
  5. Products with broken hygiene seals or opened sterile packaging
  6. Customized, personalized or specially ordered products
  7. Clearance or final-sale products identified as non-returnable
  8. Products damaged through misuse, improper handling, or incorrect storage

This does not affect any rights available to customers under applicable Saudi laws and regulations.

Damaged, Defective or Incorrect Products

Please inspect your order upon delivery. If you receive a damaged, defective, expired, or incorrect product, contact us as soon as possible and provide:

  1. Your order number
  2. A description of the issue
  3. Clear photographs or videos of the product and packaging

Once the issue is verified, MedicalHup will arrange a replacement, exchange, or refund, as appropriate. Return delivery costs will be covered by MedicalHup when the error is attributable to us or the product is confirmed to be defective.

How to Request a Return

To request a return:

  1. Contact MedicalHup through our Contact Us page or the customer-support channel listed on our website.
  2. Provide your order number, the product details, and the reason for the return.
  3. Wait for return confirmation and instructions before sending the product.
  4. Pack the product securely in its original packaging and include all supplied accessories.

Products returned without prior confirmation may experience delays in processing.

Return Delivery Charges

If the return is due to a change of mind or an incorrect product selection by the customer, the applicable return delivery charges may be deducted from the refund.

If the product is damaged, defective, expired, or incorrectly supplied by MedicalHup, we will cover the reasonable return delivery costs.

Original delivery charges are generally non-refundable unless the return results from an error by MedicalHup or is otherwise required by applicable law.

Inspection and Approval

Returned products will be inspected after receipt. We reserve the right to reject a return or reduce the refund where a product:

  1. Has been used, opened, or damaged after delivery
  2. Is missing its original packaging, accessories, or components
  3. Shows signs of improper use, handling, or storage
  4. Does not meet the return conditions stated in this policy

We will notify you once the inspection has been completed.

Refunds

Approved refunds will be issued to the original payment method within seven business days.

The time required for the refunded amount to appear in your account may vary depending on your bank or payment provider.

For cash-on-delivery orders or where a refund to the original payment method is unavailable, our customer-support team will contact you to arrange an appropriate refund method.

Exchanges

Eligible products may be exchanged depending on stock availability. If the requested replacement is unavailable, you may choose an alternative eligible product or request a refund.

Any price difference and applicable delivery charges will be communicated before the exchange is completed.

Order Cancellations

Orders may be cancelled before they are processed or dispatched. Once an order has been dispatched, it must be handled as a return under this policy.

MedicalHup may cancel an order if a product is unavailable, incorrectly priced, or cannot be supplied. In such cases, any amount paid will be refunded in full.

Manufacturer Warranty

Products covered by a manufacturer or supplier warranty may require assessment or servicing through the authorized warranty provider. Warranty claims are subject to the applicable manufacturer’s terms and do not replace customers’ statutory rights.

Contact Us

If you have questions or need assistance with a return, exchange, or refund, please contact the MedicalHup customer-support team through our Contact Us page.

MedicalHup reserves the right to update this policy when necessary. Any changes will take effect once published on the website.