Refund & Cancellation Policy

Last updated: June 2024

1. Order Cancellation

Orders may be cancelled within 24 hours of placement, provided the order has not yet been processed or dispatched. To cancel an order, please contact our team immediately at info@emsmedical.co or call +971 4 238 8381.

2. Training Course Cancellation

For training course bookings:

• More than 7 days before the course date: Full refund or free rescheduling.
• 3–7 days before the course date: 50% refund or one-time rescheduling at no additional charge.
• Less than 3 days before the course date: No refund. Rescheduling is subject to availability and an administrative fee.

3. Product Returns

We accept returns under the following conditions:

• The product must be returned within 14 days of delivery.
• The product must be unused, in its original packaging, and in the same condition as received.
• A valid proof of purchase is required.
• Consumable items, custom orders, and special-order products are non-returnable.

4. Defective or Damaged Products

If you receive a defective or damaged product, please contact us within 48 hours of delivery. We will arrange for a replacement or full refund upon verification of the defect. Please retain the original packaging and documentation.

5. Refund Process

Approved refunds will be processed within 7–14 business days and credited to the original payment method. Shipping and handling charges are non-refundable unless the return is due to our error or a product defect.

6. Return Shipping

Customers are responsible for return shipping costs unless the return is due to a defective product or an error on our part. We recommend using a trackable shipping service for all returns.

7. Non-Refundable Items

The following items are not eligible for return or refund:

• Consumable and single-use medical supplies
• Custom-configured or special-order equipment
• Products with broken seals or that have been used
• Digital products or software licenses

8. Contact Us

For all refund and cancellation enquiries, please contact us at:

EMS Medical Equipment Trading
Al Barsha First, Dubai, UAE.
Tel: +971 4 238 8381
P.O Box: 871
Email: info@emsmedical.co