Return & Exchange Policy

Alshamel is committed to providing the best service to its customers while maintaining the highest standards of health and safety.

Please read the return and exchange terms and policies carefully.

Eligible Products for Return

Customers have the right to return or exchange products purchased from Alshamel Med showroom within a period not exceeding 14 days from the date of purchase, in accordance with the laws and regulations of the Ministry of Commerce and Industry in the State of Kuwait, and subject to the following conditions:

• The product must be in its original condition as it was at the time of purchase.
• The product must be completely unused, unopened, undamaged, not missing any parts, and in its original packaging with all accessories, manuals, and the purchase invoice.
• Returns or exchanges are not accepted for any product that has been opened, used, installed, or operated, unless a verified manufacturing defect is found after inspection.
• The original invoice must be presented when requesting a return or exchange.
• Delivery receipt and order number must be provided.
• The product must be suitable for resale.
• The product must not have been installed or used in any way.

Non-Returnable / Non-Exchangeable Products (For Health & Regulatory Reasons)

The following products cannot be returned or exchanged after opening or use, in accordance with health regulations in Kuwait and international medical standards, for safety and hygiene reasons—unless they are defective upon delivery:

• Medical or healthcare devices that have been opened or used, including but not limited to: oxygen concentrators, ventilators, CPAP/BiPAP machines, nebulizers, blood pressure monitors, glucose meters, suction devices, steam devices, and any personal-use medical equipment.
• Products or accessories that come into contact with the body, skin, mouth, nose, or respiratory system.
• Personal-use or hygiene products such as masks, filters, tubes, masks, breathing circuits, gloves, bandages, and personal care items including adult diapers, pillows, shower chairs, toilet aids, wheelchairs, air mattresses, underpads, lumbar supports, walkers/rollators, crutches, medical canes, syringes, needles, and similar items.
• Single-use or consumable products.
• Products that have been installed, operated, or used at home or outside the showroom.
• Products that have been damaged, scratched, broken, or have missing parts or original packaging after purchase.

These policies are applied to ensure customer health and safety and compliance with health regulations.

Manufacturing Defects & Warranty

• In case of a manufacturing defect or technical issue, the customer may submit the product to the showroom or service center for inspection.
• The presence of a manufacturing defect is determined through technical inspection by the showroom, agent, or authorized service center.
• If a defect is confirmed, the case will be handled according to the applicable warranty—through repair, replacement, or refund depending on the case evaluation.
• Warranty does not cover damages resulting from misuse, breakage, dropping, liquid damage, use of non-original accessories, unauthorized repairs, or failure to follow operating instructions.
• Customer dissatisfaction or product unsuitability after use is not considered a valid reason for return or exchange unless a confirmed manufacturing defect exists.

Important Notes

• Once the product is purchased and received, the customer is considered to have read and agreed to this return and exchange policy.
• Alshamel Med showroom reserves the right to reject any return or exchange request that does not meet the above conditions.

General Conditions

• Customers must inspect products carefully upon delivery.
• Alshamel reserves the right to reject any return if the product is not in its original condition.
• Slight variations in size, color, or specifications may occur between production batches.
• Discounted or promotional items may not be eligible for return.

Exchange

If the customer is not satisfied with the product, it may be exchanged for another product, subject to availability and eligibility.

Refund Method & Processing Time

• Refunds will be issued using the same payment method used during purchase, after approval of the return request and inspection of the product.
• For payments made via bank card, payment link, or KNET, refunds are subject to the bank or payment provider’s processing time. The showroom is not responsible for delays caused by banks or payment providers.
• The refunded amount may take 7 to 14 working days to appear in the customer’s account.