Returns and Exchanges Policy

Rehab Care

Last updated: 20/07/2026

First: Purpose of the Policy

This policy sets out the procedures for exchanges and returns to protect customers’ rights and maintain product quality and safety, in accordance with the laws of the Kingdom of Saudi Arabia and the nature of the medical products and rehabilitation and physiotherapy supplies offered by Rehab Care.

Second: Time Limit for Exchange or Return Requests

Customers may request an exchange or return within seven (7) calendar days of receiving their order from the shipping company or delivery representative.

Requests submitted after this period will not be accepted unless the product is covered by warranty or a manufacturing defect covered by the warranty is confirmed.

Third: Conditions for Accepting an Exchange or Return Request

The following conditions must be met for a request to be accepted:

  1. The request must be submitted within (7) days of receipt.
  2. The product must be in its original condition.
  3. The product must be unused, must not have been installed, and the customer must not have derived any benefit from it.
  4. The original packaging must be intact and undamaged.
  5. All attachments, manuals and accessories must be included with the product.
  6. Labels, barcodes, serial numbers and product tags must not have been removed.
  7. The purchase invoice or order number must be retained.
  8. The product must not have been misused, broken, damaged or modified after receipt.
  9. The product must not be among the items excluded from exchanges and returns under this policy.

Fourth: Cases Eligible for Exchange or Return

Requests are accepted in the following cases:

1- Manufacturing Defect

A manufacturing defect is confirmed following inspection by the store’s team.

2- Product Arrives Damaged

The product arrives damaged in transit, provided that:

  • The store is notified within 24 hours of receipt.
  • Clear photos of the product and outer carton are sent.
  • The original packaging is retained.

3- Incorrect Product Received

The product delivered differs from the product ordered by the customer.

4- Product Does Not Match the Description

The product is confirmed not to match the technical specifications listed on the product page.

Differences in colour shades, photography or screen resolution are not accepted as grounds for return if a colour selection option was not available at the time of purchase.

Fifth: Products Not Eligible for Exchange or Return

For customer safety, the following products cannot be returned or exchanged once used or opened, unless there is a manufacturing defect:

  • Medical products that come into contact with the body.
  • Medical clothing.
  • Underwear.
  • Medical braces and supports.
  • Medical stockings.
  • Hot and cold packs after use.
  • Oxygen devices.
  • Feeding pumps.
  • Infusion pumps.
  • Suction machines.
  • Breast pumps.
  • Medical beds.
  • Medical mattresses.
  • Air mattresses.
  • Commode chairs.
  • Shower chairs.
  • Any product whose return could spread infection or harm another user’s health.

Returns are also not accepted for:

  • Products manufactured to the customer’s specifications.
  • Modified or customised products.
  • Products installed at the customer’s premises.
  • Products with their serial numbers removed.
  • Any product marked on its product page as non-returnable or non-exchangeable.

Sixth: Reporting a Manufacturing Defect

The customer must notify the store within the seven-day period through one of the following channels:

  • Email:
    info@rehabcare.sa
  • WhatsApp:
    +966557781678
  • Or through their account on the website.

The request must include:

  • Clear photos.
  • A description of the fault.
  • The order number.

Seventh: Product Inspection

After receiving the product, the store will inspect it within no more than 48 working hours.

The inspection results will determine the following:

If a manufacturing defect is confirmed

The customer may choose one of the following options:

  • A replacement.
  • A full refund.

The store will cover all shipping costs.

If no manufacturing defect is found

If the inspection confirms that the damage resulted from misuse, improper installation or failure to follow operating instructions, the return or exchange request will be rejected.

The customer may request a repair, if possible, at a cost that will be communicated in advance.

Eighth: Reasons for Rejecting a Request

An exchange or return request will be rejected in the following cases:

  • The request is submitted after the seven-day period has ended.
  • The product has been used.
  • The product has been installed.
  • The product was damaged after receipt.
  • Accessories are missing.
  • The serial number has been removed.
  • Labels have been removed.
  • The original packaging is missing.
  • The product shows signs of use.
  • The product has been modified.
  • The product was custom-made for the customer.
  • The fault is confirmed to have resulted from misuse.

Ninth: Shipping Costs

First: If the Store Is Responsible

In the following cases:

  • A manufacturing defect.
  • An incorrect product was sent.
  • The product does not match its description.

Rehab Care will cover all shipping, exchange and return costs.

Second: If the Customer Is Responsible

The customer will pay the following shipping fees:

Product Size Fee
Small 28 SAR
Medium 46 SAR
Large 158 SAR

Size is determined by the actual or volumetric weight, whichever is greater:

  • Up to 10 kg = Small
  • Over 10 and up to 25 kg = Medium
  • Over 25 kg = Large

Tenth: Orders with Free Shipping

If the customer benefits from a free shipping offer and then requests a return for a reason unrelated to a manufacturing defect or an error by the store, the customer will pay the shipping fees specified in this policy.

Eleventh: Cash on Delivery

The cash on delivery service fee is a separate service charge and is non-refundable if the customer is responsible for the return.

If the return is due to an error by the store or a manufacturing defect, the full amount will be refunded, including cash on delivery fees.

Section Twelve: Return Collection Process

Once the request is approved:

  • The store will issue a shipping label.
  • Alternatively, a representative will be sent within Riyadh if the customer’s address is within 25 km of the store.
  • The customer may also deliver the product to the store in person.

The product must be handed over within 48 hours of the shipping label being issued; otherwise, the label will be considered cancelled.

Section Thirteen: Refunds

Once the product passes inspection:

Bank Transfer / mada / Tabby / Tamara

The amount will be refunded within 2 to 3 business days.

Credit Cards

The amount will be refunded within 4 to 7 business days.

Refunds will be issued to the same payment method used for the purchase.

Requests to refund the amount to a different payment method are not permitted.

Section Fourteen: Exchange Policy

If the customer chooses an exchange:

If the new product costs more:

The customer must pay the price difference before shipping.

If it costs less:

The price difference will be refunded within the timeframes stated in the refund policy.

Section Fifteen: Products Damaged During Shipping

If there is visible damage to the outer carton upon delivery:

You must refuse delivery directly from the shipping company and have the carrier document this.

If you accept delivery despite visible damage, the store bears no responsibility in relation to the shipping company except to the extent required by law.

If the damage is internal only:

You must notify the store within 24 hours and provide clear photos.

Section Sixteen: Offers and Discounts Policy

  1. When returning a product purchased during a sale, only the amount actually paid will be refunded.
  2. If the product includes a free gift, the gift must be returned in its original condition for the return to be accepted.
  3. The purchase invoice or order number must be provided.

Section Seventeen: Rejected Returns

If a return request is rejected and the customer states that they refuse to take the product back, the store will hold the product for 15 days from the date the customer is notified.

After this period, the store may dispose of the product without any liability or obligation towards the customer.

Section Eighteen: Governing Law

This policy is governed by the laws of the Kingdom of Saudi Arabia. The competent courts within the Kingdom of Saudi Arabia shall have jurisdiction, subject to any mandatory consumer rights under applicable laws and regulations.

Section Nineteen: Warranty Policy

The Warranty Policy is separate from the Returns and Exchanges Policy. The end of the return and exchange period (7 days) does not mean that the warranty has expired, provided the product is covered by a warranty.

  1. Products covered by a warranty are subject to the terms of their warranty certificate or the details stated on the product page or purchase invoice.
  2. The warranty begins on the date the customer receives the product, unless otherwise stated.
  3. The warranty covers manufacturing defects only and does not cover faults or damage resulting from:
    • Misuse.
    • Use contrary to the operating manual.
    • Negligence or improper storage.
    • Breakage, drops, exposure to liquids, fire or moisture, or tampering with the product.
    • Use of unapproved accessories or parts.
    • Maintenance or repairs carried out by parties not authorised by the store or manufacturer.
    • Normal wear and tear of parts that reach the end of their service life through use.
  4. The store or authorised agent has the right to inspect the product before approving a warranty claim.
  5. If the fault is confirmed to be covered by the warranty, the store will take one of the following actions, at its discretion:
    • Repair the product.
    • Replace the product with a similar or equivalent product.
    • Refund the product price if repair or replacement is not possible.
  6. Warranties do not cover indirect losses, consequential damages, loss of profits, business interruption or any damage resulting from product failure, to the extent permitted by applicable laws and regulations.
  7. The warranty period is not automatically extended following a repair, unless otherwise specified by the manufacturer or agent.

Twenty: Force Majeure

Rehab Care is not liable for any delay or failure to fulfil any of its obligations due to circumstances beyond its control, including, but not limited to:

  • Natural disasters.
  • Flash floods or flooding.
  • Fires.
  • Epidemics or pandemics.
  • Government decisions or directives.
  • Wars or security disturbances.
  • Strikes or transport disruptions.
  • Disruptions to telecommunications, electricity or internet services.
  • Technical failures beyond the store’s control.
  • Delays by shipping companies or carriers for reasons beyond the store’s control.
  • Any exceptional circumstance that cannot be foreseen or prevented by ordinary means.

In such cases, performance of the obligations will be suspended for as long as the exceptional circumstance continues. The store will make reasonable efforts to resume fulfilling its obligations as soon as the cause has ceased.

Rehab Care will not be liable or required to pay compensation for delays resulting from such circumstances, to the extent permitted by applicable laws and regulations in the Kingdom of Saudi Arabia.