Refund & Return Policy – Medstocks Medical Equipment Supplier

Last Updated: 10/12/2025

Thank you for choosing Medstocks Medical Equipment Supplier (“Medstocks”, “we”, “our”).
Your satisfaction is important to us. This Refund & Return Policy explains the conditions under which returns, exchanges, cancellations, and refunds are accepted for our products and services.

1. General Policy

Due to the nature of medical equipment, hygiene sensitivity, and manufacturer regulations, many products are not eligible for return once delivered.
We follow strict return guidelines to maintain safety, quality, and compliance with UAE standards.

2. Return Eligibility

A product may be eligible for return or exchange ONLY if:

  • It is unused, unopened, and in original packaging
  • All accessories, manuals, and labels are included
  • It is returned within 7 days of purchase/delivery
  • You provide proof of purchase (invoice, receipt, or order confirmation)

3. Non-Returnable & Non-Refundable Items

The following items cannot be returned or refunded:

3.1 Medical Equipment & Consumables

  • Used or opened medical devices
  • Disposable medical items
  • Products that require sterilization
  • Items with compromised packaging

3.2 Special Orders

  • Customized ambulance equipment
  • Special-order items not stocked regularly
  • Imported items ordered specifically for a customer

3.3 Ambulance Setup & Customization

  • All payments for ambulance customization are non-refundable once:
    • Material procurement has begun
    • Fabrication/installation work has started
  • Design fees, engineering drawings, and certification support fees are non-refundable

3.4 Installed Equipment

  • Items installed in ambulances, homes, or facilities cannot be returned once installation is completed.

4. Damaged or Defective Products

If you receive a damaged or defective product:

  1. Report the issue within 48 hours of delivery
  2. Provide photos/video of the damage
  3. Our team will inspect the claim
  4. If approved, the product will be repaired, replaced, or serviced under manufacturer warranty

Refunds are not issued for manufacturer defects; instead, warranty procedures apply.

5. Refunds (If Applicable)

Refunds are processed only for eligible items and only if:

  • The product cannot be repaired or replaced
  • A cancellation is approved before order processing or shipment
  • A double or incorrect payment was made

Refund Method:
Refunds are issued via the original payment method or bank transfer.
Refund processing time: 7–21 working days (depending on banks and suppliers).

6. Exchange Policy

Products may be exchanged if:

  • The item is eligible for return
  • A replacement model is available
  • Price differences (if any) are paid by the customer

7. Order Cancellation

Before Processing:

An order may be cancelled within 24 hours if it has not yet been processed or shipped.

After Processing Shipped Orders:

Cancelled products may incur:

  • Restocking fees (10–25%)
  • Shipping and handling deductions

Ambulance Projects:

Cancellation after approval of design/proforma invoice will result in forfeiture of the advance payment.

8. Warranty Claims

Warranty coverage varies by manufacturer.
Warranty does not cover:

  • Physical damage
  • Misuse or incorrect handling
  • Unauthorized repairs
  • Consumables and accessories

Medstocks assists with warranty procedures but is not responsible for manufacturer decisions.

9. Return Shipping

  • Return shipping costs must be paid by the customer unless the item is defective
  • Items must be returned to the address provided by Medstocks
  • Medstocks is not responsible for lost or damaged return shipments

10. Contact Information

For return requests, service claims, or refund inquiries, please contact:

Medstocks Medical Equipment Supplier
G-1, MRMS Building, Naif, Deira, Dubai, UAE
Phone: 04 265 6842
Mobile: 056 329 9916
Email: info@medstocks.ae