Return and Refund Policy

Exchange and Return Policy

Last updated: 2026-04-20

Policy Scope

Due to the nature of our medical products and health and safety requirements, we accept exchange or return requests according to the conditions explained below. Any related fees or conditions are displayed clearly before completing the checkout process.

Exchange and Return Conditions

The exchange or return fee within the Kingdom of Saudi Arabia is 50 SAR, unless the request is due to a defect, damage, or an incorrect item sent by us.

  • The exchange or return request must be submitted within 24 hours (one day) from the time the order is received.
  • The product must be unused, unworn, and in completely new condition.
  • The product must be in its original condition upon receipt, without damage, dirt, or odors.
  • The tag, stickers, or labels attached to the product must not be removed.
  • The product must be inside its original packaging with all included contents and accessories (if any).
  • Proof of receipt or purchase must be provided.

Important Notes

To maintain hygiene and safety standards, exchange or return cannot be accepted for products that have been used, worn, or opened in a way that prevents them from being resold as a new product.

If the above conditions are not met, we have the right to reject the request and resend the product to the customer at the customer's expense (50 SAR).

How to Submit an Exchange or Return Request

To submit an exchange or return request, please contact us by email at:

info@isolution-med.com

Please include the following information in your email:

  • Order number
  • Name of the requested product/products
  • Request type (exchange or return)
  • Reason for exchange or return
  • If there is a defect or damage: attach clear photos of the product and packaging

Order Cancellation

  • The customer may cancel the order only if it has not been shipped, by contacting info@isolution-med.com.
  • If a cancellation request is made after shipment, return/reshipping fees (50 SAR) will be deducted where applicable.

If the Exchange or Return Request Is Rejected

  • If the request is rejected after inspection and confirmation that the conditions have not been met, the product will be shipped again to the customer and the customer will bear the full reshipping fee (50 SAR).
  • If the customer refuses to receive the product after the request has been rejected, we have the right to cancel the order and dispose of the product after 7 days from the date of refusal without any liability on our part (including destroying it or selling it to another party).

Cases in Which the Customer Bears the Reshipping Cost

  • Failure to provide the necessary information to deliver the order.
  • Entering an incorrect delivery address.
  • Entering incorrect contact information.
  • Inability to reach the customer according to the shipping and delivery policy.

Refunds

For orders paid by credit card or bank transfer: eligible amounts will be refunded by bank transfer or to the same card (depending on the payment method).

Refunds are processed within 14 days from the date we approve the return request (the time for the amount to appear may vary depending on bank/payment provider procedures).

Contact

Email: info@isolution-med.com
Working hours: Saturday to Thursday from 9:00 AM to 6:00 PM