At Al Ghadeer Pharma, customer satisfaction is important to us. We aim to provide quality healthcare products, medical equipment, orthopedic supports, mobility aids, rehabilitation products, and related medical supplies with a smooth shopping experience.

If you are not completely satisfied with your purchase, you may request a return, exchange, or refund subject to the conditions mentioned in this Return & Refund Policy. Please read this policy carefully before placing an order.

1. Return Eligibility

Products may be eligible for return within 7 days of delivery, provided the return request meets the conditions stated in this policy.

A product may be accepted for return if:

  • The item received is damaged.
  • The item received is defective.
  • The wrong product was delivered.
  • The product is unused, unopened, and in its original packaging.
  • The product is complete with all accessories, manuals, tags, labels, and original contents.
  • The return request is submitted within the allowed return period.
  • The product is not listed as non-returnable.

All return requests are subject to review and approval by Al Ghadeer Pharma.

2. Return Period

Customers must contact our customer support team within 7 days from the date of delivery to request a return.

Return requests made after 7 days may not be accepted unless required by applicable law or approved by Al Ghadeer Pharma under special circumstances.

For damaged, defective, or incorrect items, customers are encouraged to report the issue as soon as possible after receiving the order.

3. Products Must Be in Original Condition

To be eligible for return, products must be returned in the same condition in which they were received.

Returned products should be:

  • Unused
  • Unwashed
  • Undamaged
  • Free from stains, marks, odors, or signs of use
  • In original packaging
  • With all labels, tags, manuals, accessories, and parts included
  • Suitable for resale, where applicable

Products that are used, damaged, incomplete, or returned without original packaging may be rejected.

4. Non-Returnable Items

Due to hygiene, health, safety, and personal-use reasons, certain products cannot be returned once opened, used, worn, fitted, or removed from original packaging.

Non-returnable items may include:

  • Compression stockings
  • Orthopedic supports
  • Medical braces
  • Knee supports
  • Ankle supports
  • Wrist supports
  • Lumbar belts
  • Cervical collars
  • Abdominal binders
  • Cushions and pillows
  • Cervical pillows
  • Personal care products
  • Hygiene-related products
  • Consumable healthcare items
  • Products marked as non-returnable
  • Products customized or specially ordered for the customer
  • Opened products that cannot be resold due to health and safety concerns

These restrictions are applied to protect customer safety and hygiene standards.

5. Damaged or Defective Products

If your product arrives damaged or defective, please contact our customer support team as soon as possible.

You may be asked to provide:

  • Order number
  • Product name
  • Clear photos of the damaged or defective item
  • Photos of the packaging
  • Video showing the issue, if required
  • Description of the problem

Once the issue is reviewed, we may offer a replacement, exchange, repair, refund, or another suitable solution depending on the product condition and availability.

Damage caused after delivery due to misuse, improper handling, incorrect storage, or accidental damage will not be eligible for return or refund.

6. Wrong Item Delivered

If you receive an incorrect product, please contact our customer support team within the return period.

To process the request, we may ask for:

  • Order number
  • Photos of the item received
  • Photos of the packaging and product label
  • Details of the product originally ordered

After verification, we will arrange the appropriate solution, which may include replacement, exchange, or refund where applicable.

7. Return Process

To request a return, please follow the steps below:

  1. Contact Al Ghadeer Pharma customer support.
  2. Provide your order number and reason for return.
  3. Share product photos or videos if requested.
  4. Our team will review your request.
  5. If approved, you will receive return instructions.
  6. Return the product according to the instructions provided.
  7. The returned item will be inspected after it is received.
  8. If the return is approved after inspection, refund or exchange processing will begin.

Customers should not send products back without receiving return approval or instructions from our support team.

8. Return Inspection

All returned products are subject to inspection before refund, exchange, or replacement approval.

During inspection, we may check:

  • Product condition
  • Packaging condition
  • Signs of use
  • Missing parts or accessories
  • Product labels and serial numbers
  • Reason for return
  • Whether the item is eligible under this policy

If the product does not meet the return conditions, the return may be rejected and the product may be sent back to the customer.

9. Refund Process

Once the returned product is received and inspected, we will notify the customer regarding the approval or rejection of the refund request.

If the refund is approved, it may be processed through the original payment method where applicable.

Refunds may apply only to the product value unless otherwise approved. Shipping charges, delivery fees, service charges, installation charges, or handling fees may not be refundable unless the return is due to an error by Al Ghadeer Pharma.

10. Refund Timeline

Approved refunds may take 7–14 business days to process, depending on the payment provider, bank, payment method, or refund channel.

Please note that after Al Ghadeer Pharma processes the refund, additional time may be required by the bank or payment provider to reflect the amount in the customer’s account.

11. Exchange Policy

Eligible products may be exchanged for a different size, replacement product, or alternative item, subject to approval and stock availability.

Exchanges may be accepted if:

  • The product is unused and in original packaging.
  • The product is eligible for exchange.
  • The exchange request is made within 7 days of delivery.
  • The requested replacement item is available in stock.
  • Any price difference is paid by the customer where applicable.

If the replacement product has a higher price, the customer may need to pay the difference. If the replacement product has a lower price, the difference may be refunded or adjusted depending on the situation.

12. Return Shipping Charges

Return shipping charges may depend on the reason for return.

Al Ghadeer Pharma may cover return shipping if:

  • The wrong item was delivered.
  • The item arrived damaged.
  • The item has a verified manufacturing defect.

The customer may be responsible for return shipping if:

  • The customer ordered the wrong product.
  • The customer selected the wrong size.
  • The customer changed their mind.
  • The product is returned for reasons not caused by Al Ghadeer Pharma.

Return shipping fees, where applicable, will be communicated before the return is processed.

13. Order Cancellation

Customers may request order cancellation before the order is dispatched.

Once an order has been packed, shipped, or handed over to the delivery partner, cancellation may not be possible. In such cases, the customer may need to follow the return process after receiving the order, subject to product eligibility.

Al Ghadeer Pharma reserves the right to cancel an order due to product unavailability, pricing errors, payment issues, incorrect customer information, or other operational reasons.

14. Items Not Eligible for Refund

Refunds may not be provided in the following cases:

  • Product has been used, worn, washed, or damaged.
  • Product packaging has been opened for hygiene-sensitive items.
  • Product is missing accessories, manuals, tags, or parts.
  • Product is damaged due to customer misuse.
  • Product is returned after the allowed return period.
  • Product is marked as non-returnable.
  • Product is returned without approval.
  • Product condition does not match the return claim.
  • Damage occurred due to improper storage or handling after delivery.

15. Warranty-Related Claims

Some products may be covered under manufacturer warranty. Warranty claims are separate from standard returns and refunds.

If a product develops an issue after the return period, the customer may be guided through the warranty claim process, where applicable.

Warranty approval may depend on inspection, proof of purchase, product condition, and manufacturer terms.

16. Special Medical and Healthcare Product Conditions

Many healthcare and medical products are personal-use items. For safety and hygiene reasons, return approval may be stricter for these categories.

Customers should carefully check product size, specifications, compatibility, and usage requirements before placing an order.

For medical equipment, orthopedic supports, mobility aids, therapy products, and rehabilitation items, customers are encouraged to consult a qualified healthcare professional before purchase where necessary.

17. Customer Responsibility

Customers are responsible for:

  • Checking product details before ordering
  • Selecting the correct size, model, and specifications
  • Providing accurate delivery information
  • Inspecting the product upon delivery
  • Reporting damage, defects, or wrong items within the required period
  • Keeping the invoice and order confirmation
  • Returning approved products in proper packaging
  • Following product usage and care instructions

Al Ghadeer Pharma is not responsible for issues caused by incorrect product selection, misuse, improper handling, or failure to follow manufacturer instructions.

18. Changes to This Policy

Al Ghadeer Pharma reserves the right to update, modify, or change this Return & Refund Policy at any time without prior notice.

Any changes will be published on this page. Continued use of our website after updates means you accept the revised policy.

19. Contact Us

For return, refund, exchange, or cancellation requests, please contact our customer support team through our official contact channels.

Please include your order number, product details, reason for request, and supporting photos or videos where applicable.