Refund and Returns Policy
At Katara Medical Supplies Co. LLC, we aim to ensure that customers receive the correct products in good condition and according to the confirmed order details.
This Refund and Returns Policy explains the general conditions for returns, exchanges, refunds, and order-related claims for purchases made through kataramedical.com.
1. General Policy
Due to the nature of medical, healthcare, laboratory, and personal-use products, returns and exchanges are subject to review and approval by Katara Medical Supplies team.
Not all products are eligible for return or exchange, especially where health, safety, hygiene, sterility, storage, or product integrity may be affected.
2. Return Eligibility
Katara Medical Supplies accepts return or exchange requests for eligible defective and non-defective products, subject to the conditions and exclusions stated in this policy.
A product may be eligible for return or exchange if:
- The customer changed their mind or no longer requires the product
- The customer ordered the wrong eligible product
- The product received is incorrect
- The product was damaged before delivery
- The product has a confirmed manufacturing defect
- The delivered item does not match the confirmed order
- The return request is submitted within 3 calendar days from the date of delivery
- The product is unused, unopened, and in its original packaging
- The product includes all accessories, manuals, labels, and original packaging materials
Non-defective products are eligible for return only when they remain unused, unopened, and in their original condition and packaging.
All return requests remain subject to inspection and approval by Katara Medical Supplies. The exclusions listed under the Non-Returnable Items section continue to apply.
3. Non-Returnable Items
For safety and quality reasons, the following items may not be eligible for return or exchange:
- Opened or used medical products
- Personal-use healthcare products
- Sterile or hygiene-sensitive products
- Laboratory consumables
- Products with damaged or missing packaging
- Products that have been installed, used, altered, or mishandled
- Temperature-sensitive or cold chain products
- Special-order or custom-procured items
- Clearance or final sale items
- Products returned without prior approval
Katara Medical Supplies reserves the right to reject any return request if the product condition does not meet return requirements.
4. Return Request Period
Customers should contact Katara Medical Supplies as soon as possible after receiving the order if there is any issue with the product.
Return or exchange requests should be submitted within 3 calendar days from the date of receiving the product, unless otherwise approved by Katara Medical Supplies in writing.
Requests submitted after this period may not be accepted.
5. Damaged or Incorrect Items
If the customer receives a damaged, defective, or incorrect item, they should contact us immediately and provide:
- Order number
- Customer name
- Product name
- Clear photos of the product
- Clear photos of the packaging
- Description of the issue
After review, Katara Medical Supplies may approve replacement, exchange, refund, or other corrective action depending on the case.
6. Refunds
Approved refunds will normally be processed within 7 calendar days after the returned product has been received and inspected by Katara Medical Supplies. Additional processing time may apply depending on the customer’s bank or payment method.
Original delivery charges are non-refundable unless the return is caused by an incorrect, damaged, or defective product supplied by Katara Medical Supplies.
7. Exchanges
If an exchange is approved, the replacement product will be arranged based on stock availability.
If the same product is unavailable, Katara Medical Supplies may offer an alternative product, revised delivery timeline, store credit, or refund depending on the case.
8. Delivery and Return Shipping Costs
If the return is requested because the customer ordered the wrong item, changed their mind, or no longer requires the product, the customer is responsible for the actual return delivery or courier cost.
Katara Medical Supplies will cover the return delivery cost if the return is caused by an incorrect product, confirmed manufacturing defect, or damage that occurred before delivery.
No restocking fee is charged for approved returns.
Any return must be approved before the product is sent back. Unapproved return shipments may not be accepted.
9. Product Inspection
All returned products must be inspected by Katara Medical Supplies before any refund, exchange, or replacement is approved.
Products must be returned in original condition, including packaging, accessories, documentation, labels, and any included components.
If the product shows signs of use, damage, missing parts, improper storage, or tampering, the return request may be rejected.
10. Professional and Regulated Products
Some products listed on the website may be intended for professional, clinical, laboratory, or trained-user environments.
Returns for such products may be subject to additional restrictions due to regulatory, safety, hygiene, or quality requirements.
11. Order Cancellation
Customers may request order cancellation before the order is dispatched or prepared for delivery.
Once the order has been dispatched, delivered, specially procured, or prepared based on customer confirmation, cancellation may not be possible or may be subject to review.
12. How to Request a Return or Refund
To request a return, exchange, or refund, please contact us using the details below:
Katara Medical Supplies Co. LLC
Amman, Jordan
Email: [email protected]
Email: [email protected]
Phone / WhatsApp: +962 78 099 0682
Please include your order number and details of the issue when contacting us.
After the return request is approved, the customer will receive instructions for returning the product. Approved products may be returned to the Katara Medical Supplies location in Amman or sent through an approved courier service to the return address provided by our customer service team.
13. Policy Updates
Katara Medical Supplies may update this Refund and Returns Policy from time to time. Any changes will be published on this page.
