At Al Ghadeer Pharma, we are committed to offering high-quality medical equipment, healthcare products, mobility aids, orthopedic supports, rehabilitation items, and related wellness products. We understand that customers expect reliability, safety, and long-term value when purchasing healthcare products, and we aim to provide clear warranty information to help you shop with confidence.

This Warranty Information page explains the general warranty terms, coverage, claim process, exclusions, and customer responsibilities related to products purchased from Al Ghadeer Pharma.

1. Warranty Coverage

Selected products sold by Al Ghadeer Pharma may include a manufacturer’s warranty. This warranty generally covers defects in materials, manufacturing faults, or workmanship issues that occur under normal and intended use.

Warranty coverage may vary depending on:

  • Product type
  • Brand or manufacturer
  • Product category
  • Warranty period provided by the supplier
  • Terms mentioned on the product page, invoice, manual, or packaging

Not all products may be covered by warranty. If a product includes warranty coverage, the details will be mentioned on the product page, product packaging, user manual, invoice, or manufacturer documentation where applicable.

2. Warranty Period

The warranty period differs from product to product and depends on the manufacturer’s policy. Some products may carry a limited warranty for a specific period, while others may not include warranty coverage.

The warranty period begins from the date of purchase mentioned on the official invoice or order confirmation.

Customers are advised to keep their invoice, order confirmation, or proof of purchase safely, as it may be required for any warranty claim.

3. What Is Covered Under Warranty

Where applicable, warranty coverage may include defects caused by manufacturing or production issues.

Warranty may cover:

  • Manufacturing defects
  • Faulty materials
  • Defective workmanship
  • Internal functional defects under normal use
  • Product failure caused by manufacturer-related faults
  • Issues confirmed by inspection as warranty-eligible

Warranty coverage is subject to inspection and approval by Al Ghadeer Pharma, the supplier, or the manufacturer.

4. What Is Not Covered Under Warranty

Warranty does not cover damage or faults caused by misuse, incorrect handling, negligence, or external factors.

The following are generally not covered:

  • Normal wear and tear
  • Accidental damage
  • Physical damage after delivery
  • Misuse or improper handling
  • Damage caused by dropping, impact, or pressure
  • Unauthorized repair, modification, or alteration
  • Damage caused by improper installation
  • Damage caused by incorrect assembly
  • Damage caused by improper cleaning or maintenance
  • Damage caused by exposure to water, heat, sunlight, humidity, or chemicals
  • Damage caused by improper storage
  • Consumable parts, accessories, or replaceable components unless specifically covered
  • Cosmetic damage such as scratches, dents, stains, discoloration, or marks
  • Damage caused by using the product outside its intended medical or healthcare purpose
  • Products without valid proof of purchase
  • Products where serial numbers, labels, or warranty seals have been removed or damaged

5. Product Categories and Warranty Conditions

Different product categories may have different warranty conditions.

Medical Equipment

Medical equipment may be covered for manufacturing or technical defects, depending on the manufacturer’s warranty policy.

Wheelchairs and Mobility Aids

Wheelchairs, walkers, crutches, and mobility products may include warranty coverage for frame or manufacturing defects. Damage caused by misuse, overloading, rough handling, or improper usage is not covered.

Orthopedic Supports and Braces

Orthopedic supports, braces, belts, compression products, and similar items may have limited or no warranty due to hygiene and personal-use nature. Warranty, where applicable, may only cover manufacturing defects before or during initial use.

Therapy and Rehabilitation Products

Therapy equipment, cushions, supports, and rehabilitation products may be covered only against manufacturing defects, subject to supplier or manufacturer approval.

Consumable and Hygiene Products

Certain healthcare, hygiene, or consumable products may not be eligible for warranty once opened, used, or removed from original packaging, unless there is a confirmed manufacturing defect.

6. Warranty Claim Requirements

To submit a warranty claim, customers must provide the required information and supporting documents.

You may be asked to provide:

  • Order number
  • Invoice or proof of purchase
  • Product name and model
  • Clear photos or videos showing the issue
  • Product serial number, if applicable
  • Description of the defect or problem
  • Original packaging, if required
  • Any warranty card or manufacturer document, if provided

Incomplete information may delay the warranty claim process.

7. How to Submit a Warranty Claim

To request warranty assistance, please follow these steps:

  1. Contact Al Ghadeer Pharma customer support.
  2. Provide your order number and proof of purchase.
  3. Explain the issue clearly.
  4. Share product photos or videos if requested.
  5. Wait for our support team to review your request.
  6. Follow the return or inspection instructions provided by our team.

Customers should not return any product without first contacting our customer support team and receiving confirmation or instructions.

8. Inspection and Approval Process

All warranty claims are subject to inspection and verification. The product may need to be checked by Al Ghadeer Pharma, the supplier, or the manufacturer.

The inspection process may include:

  • Checking the product condition
  • Verifying the purchase record
  • Reviewing photos or videos
  • Confirming whether the issue is covered under warranty
  • Checking whether the product was used properly
  • Confirming whether the product has been modified, damaged, or misused

Approval of a warranty claim is not guaranteed and depends on the inspection result and manufacturer’s warranty terms.

9. Repair, Replacement, or Other Resolution

If a warranty claim is approved, the issue may be resolved through one of the following options:

  • Product repair
  • Product replacement
  • Replacement of defective part
  • Manufacturer-approved solution
  • Other suitable resolution based on product condition and availability

The final resolution may depend on the manufacturer’s policy, product availability, defect type, and inspection result.

In some cases, replacement may be provided only if repair is not possible or not practical.

10. Warranty Claim Rejection

A warranty claim may be rejected if the product issue is not covered under warranty.

Claims may be rejected if:

  • The product was damaged due to misuse
  • The warranty period has expired
  • Proof of purchase is unavailable
  • The product was modified or repaired by an unauthorized party
  • The damage is cosmetic or caused by normal wear and tear
  • The product was used against manufacturer instructions
  • The issue is caused by improper storage, cleaning, or maintenance
  • The defect cannot be verified during inspection

If a warranty claim is rejected, the customer may be responsible for any return, inspection, or repair charges where applicable.

11. Return of Products for Warranty Inspection

If the product needs to be returned for inspection, customers must follow the instructions provided by our support team.

Returned products should be:

  • Properly packed
  • Clean and safe to handle
  • Sent with all required accessories, manuals, and parts if requested
  • Sent with proof of purchase
  • Returned in suitable packaging to avoid further damage

Al Ghadeer Pharma is not responsible for damage caused by improper packaging during return shipping.

12. Customer Responsibilities

Customers are responsible for using the product correctly and following all instructions provided by the manufacturer.

Customers should:

  • Read the product manual before use
  • Use the product only for its intended purpose
  • Follow safety and usage instructions
  • Store the product properly
  • Clean and maintain the product as recommended
  • Avoid unauthorized repairs or modifications
  • Keep the invoice and warranty documents safely

Failure to follow proper usage and maintenance instructions may void the warranty.

13. Warranty on Repaired or Replaced Products

If a product is repaired or replaced under warranty, the original warranty period may continue from the original purchase date unless otherwise stated by the manufacturer.

A repaired or replaced product does not automatically receive a new warranty period unless specifically provided by the manufacturer or supplier.

14. Limitation of Warranty

Warranty coverage is limited to the product itself and does not cover indirect, incidental, or consequential losses.

Al Ghadeer Pharma is not responsible for:

  • Loss of use
  • Personal inconvenience
  • Delays caused by inspection or manufacturer response
  • Additional expenses caused by product unavailability
  • Damage resulting from incorrect product use
  • Medical or health-related outcomes from improper product selection or usage

Customers should consult a qualified healthcare professional before using medical, orthopedic, rehabilitation, or therapy products where necessary.

15. Manufacturer’s Warranty Terms

Some products may be covered directly by the manufacturer’s warranty. In such cases, warranty terms, repair decisions, replacement approvals, and service timelines may be controlled by the manufacturer.

Al Ghadeer Pharma may assist customers in coordinating warranty claims where possible, but the final warranty decision may remain with the manufacturer or authorized service provider.

16. Contact Support

For warranty assistance, please contact our customer support team with your order details and product information.

Please include:

  • Your full name
  • Order number
  • Purchase date
  • Product name
  • Description of the issue
  • Photos or videos of the defect, if available