Support

Return & Refund Policy

Last updated: 17 June 2026

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7-Day Returns

Return eligible items within 7 days of delivery

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Full Refund

Refund to original payment method within 7–10 business days

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Sealed Condition

Items must be unopened and in original packaging

1. Overview

In accordance with UAE Federal Law No. 15 of 2020 on Consumer Protection and its Executive Regulations, customers have the right to return eligible products purchased from Apexcare Medical within 7 days of receiving their order.

Due to the nature of medical supplies and hygiene-sensitive products, return eligibility is subject to the conditions described below. These conditions exist to protect patient safety and comply with UAE MOHAP guidelines on the handling and re-sale of medical devices.

2. Eligible Returns

A return is accepted when ALL of the following conditions are met:

  • The return request is made within 7 days of the delivery date
  • The item is in its original, unopened, and sealed packaging
  • The item has not been used, assembled, or altered in any way
  • The item is returned with all original accessories, manuals, and documentation
  • Proof of purchase (order confirmation or invoice) is provided
  • The item is not in a non-returnable category (see Section 3)

We also accept returns for items that are damaged upon arrival or incorrect items sent. In such cases, please contact us within 48 hours of delivery with photographic evidence.

3. Non-Returnable Items

The following items cannot be returned for hygiene, safety, and regulatory reasons:

  • Sterile products that have been opened or whose sterile packaging has been compromised
  • Single-use medical devices (catheters, cannulas, tubing, dressings)
  • Consumables such as gloves, syringes, wound care items, and incontinence products once opened
  • Products that have been used, even partially
  • Items without original packaging or with tampered seals
  • Temperature-sensitive products (cold-chain items) once delivered
  • Products ordered in bulk or under a custom/institutional purchase agreement
  • Items damaged due to misuse or improper storage by the customer

These exclusions are consistent with Article 14 of the UAE Consumer Protection Executive Regulations and UAE MOHAP guidelines, which prohibit the re-sale of opened sterile medical products to protect public health.

4. How to Initiate a Return

  1. 1

    Contact us

    Email info@apexcaremedical.com or message us on WhatsApp within 7 days of delivery. Include your order number and the reason for return.

  2. 2

    Await approval

    Our team will review your request and respond within 1–2 business days with a Return Merchandise Authorisation (RMA) number.

  3. 3

    Pack and ship

    Securely repack the item in its original packaging. Write the RMA number clearly on the outer box. Ship the item to the address provided.

  4. 4

    Inspection

    Upon receipt, we inspect the returned item within 2–3 business days and confirm eligibility.

  5. 5

    Refund issued

    Approved refunds are processed to your original payment method within 7–10 business days.

5. Return Shipping Costs

  • If the return is due to our error (wrong item, damaged in transit): we cover all return shipping costs.
  • If the return is for any other reason (change of mind, ordered wrong size): the customer bears the return shipping cost.
  • We recommend using a tracked courier service. We are not responsible for items lost in return transit.

6. Defective or Recalled Products

If a product is subject to a manufacturer recall or is found to be defective after use under normal conditions, please contact us immediately regardless of the 7-day window. We will arrange a replacement or full refund in compliance with UAE MOHAP medical device post-market surveillance requirements.

Do not continue to use a suspected defective medical device. Follow the manufacturer's recall instructions if applicable.

7. Contact Us

For return enquiries, email info@apexcaremedical.com or contact us via WhatsApp. Please have your order number ready.