Return and Exchange Policy

Medical Store Last Updated: [Date]

This policy reflects the general framework under the UAE Consumer Protection Law (Federal Law No. 15 of 2020 and its Executive Regulations, Cabinet Decision No. 66 of 2023) and Federal Decree-Law No. 14 of 2023 on Trading through Modern Technology, which grant consumers a right to return or exchange goods purchased electronically.

1. Your Right to Return or Exchange

1.1 In addition to your statutory rights under UAE law, we offer the following return and exchange terms for purchases made through Medical Store.

1.2 You may request a return or exchange within 14 days from the date of delivery, provided the conditions in Section 2 are met.

2. Conditions for Return or Exchange

To be eligible for a return or exchange, the product must:

2.1 Be unused, unworn, and in its original condition, with all original tags, packaging, and accessories intact.

2.2 Not fall under the excluded categories listed in Section 3.

2.3 Be accompanied by the original invoice or proof of purchase (order number is sufficient).

2.4 Be reported to us within the return window stated in Section 1.2.

3. Non-Returnable / Non-Exchangeable Items

The following categories are excluded from return or exchange, except where the item is defective or not as described (see Section 6), consistent with the law's allowance for merchants to define legally permissible exceptions, provided they are clearly disclosed:

• [Customized or personalized items]
• [Items marked "Final Sale" or "Non-Returnable" at the time of purchase]

4. How to Request a Return or Exchange

4.1 Contact our Customer Service team via [phone/WhatsApp/email] within the return window, quoting your order number.

4.2 Our team will confirm eligibility and arrange for the item to be collected by our shipping partner, or provide instructions for drop-off, as applicable.

4.3 Once received, we will inspect the item to confirm it meets the conditions in Section 2.

5. Refunds

5.1 Once a return is approved and the item passes inspection, we will process your refund within 10 business days.

5.2 Refunds will be made using the same method used for the original payment, in accordance with standard practice under UAE consumer protection rules:

• Card/online payment orders: refunded to the original card or payment method.
• Cash on Delivery (COD) orders: refunded via bank transfer to an account you provide, or store credit, at your choice, since no card payment exists to reverse.

5.3 Where the return is due to our error (wrong item, defective product, damaged in transit), we will also cover the return shipping cost. Where the return is due to a change of mind (and permitted under Section 1), return shipping costs may be deducted from your refund, as disclosed at checkout.

5.4 If shipping fees were charged on the original order, these are non-refundable except where the return is due to our error or a defective/incorrect product, consistent with the principle that the consumer should not bear costs arising from the supplier's mistake.

6. Defective, Damaged, or Incorrect Items

6.1 If you receive a product that is defective, damaged, or different from what you ordered, you are entitled to a free replacement or a full refund, regardless of the return window stated in Section 1.2, as required under UAE Consumer Protection Law's provisions on supplier obligations to address defects and ensure goods conform to their advertised specifications.

6.2 Please report defective, damaged, or incorrect items within 7 days of delivery with photos where possible, to help us process your claim quickly. This reporting window is for our operational purposes only and does not limit your underlying statutory right to a remedy for defective goods.

6.3 We will arrange collection of the defective/incorrect item at no cost to you.

7. Exchanges

7.1 If you wish to exchange an item for a different size, color, or variant of the same product, follow the process in Section 4. Subject to stock availability.

7.2 If the replacement item has a different price than the original, the difference will be charged or refunded accordingly.

7.3 If additional shipping is required to complete an exchange (for example, a second delivery attempt), any shipping fee for that leg will be communicated to you clearly before you confirm the exchange, unless the exchange is due to our error, in which case it is free of charge.

8. Order Cancellations

8.1 You may cancel your order free of charge at any time before it has been dispatched.

8.2 Once an order has been dispatched, it can no longer be cancelled but may be returned upon delivery in accordance with this Policy, or refused at the point of delivery (for COD orders), subject to Section 9.

9. Refused or Failed Deliveries

9.1 If you refuse a Cash on Delivery shipment at the point of delivery without a valid reason recognized under this Policy (e.g., the item is not defective or incorrect), we reserve the right to charge the actual delivery fee incurred for that shipment on any future order, or restrict COD as a payment option for your account, as disclosed in these Terms.

9.2 We reserve the right to charge a reasonable re-delivery fee if repeated delivery attempts fail due to your unavailability or incorrect address information provided at checkout, provided this fee is disclosed to you in advance.

10. Your Statutory Rights

10.1 This Policy supplements, and does not replace or limit, your rights under the UAE Consumer Protection Law (Federal Law No. 15 of 2020) and its Executive Regulations. Any provision of this Policy found to conflict with mandatory UAE consumer protection law shall be void to that extent, without affecting the remainder of the Policy.

10.2 If you are not satisfied with how we have handled your return, exchange, or refund request, you may escalate your complaint to the UAE Ministry of Economy's Consumer Protection Department or your local Department of Economic Development.

11. Contact Us

Medical Store Customer Service: [Phone / WhatsApp / Email] Hours: [Operating hours]