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

A product may be eligible for return or exchange if:

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 the approved review period
The product is unused, unopened, and in its original packaging
The product includes all accessories, manuals, labels, and original packaging materials

All return requests are subject to inspection and approval by Katara Medical Supplies.

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

Refunds, if approved, will be processed according to the original payment method or an alternative method agreed with the customer.

Refund processing time may vary depending on the payment method, bank processing time, and internal review requirements.

Delivery charges may be non-refundable unless the issue was caused by an error from 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

Customers may be responsible for return delivery charges unless the return is due to an error by Katara Medical Supplies, such as delivery of an incorrect product or confirmed pre-delivery damage.

Any applicable delivery or return charges will be communicated to the customer before processing the return or exchange.

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.

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.