Toulin Medical Company
At Toulin Medical Company, we are committed to providing safe, reliable medical products and a clear, fair returns process. This policy explains when and how you can return products and receive a refund or replacement.
1. Return period and eligibility
You may request a return within 7 calendar days from the delivery date for eligible products.
- Return requests after 7 days cannot be accepted.
- To be eligible for return or replacement, all of the following conditions must be met:
- The product is unused, not installed, and not operated.
- The product is in its original manufacturer packaging, sealed and in good condition.
- All accessories, manuals, and components are included and undamaged.
- A valid proof of purchase from Toulin Medical Company is provided (invoice or order confirmation).
- A valid government ID (such as Emirates ID or passport) may be requested for verification.
- Toulin Medical Company reserves the right to inspect the returned product to confirm its condition and eligibility before approving a refund or replacement.
2. Medical and hygiene products (restricted returns)
Due to health, safety, and regulatory requirements, certain medical and hygiene-related products cannot be returned once opened or exposed to non‑factory environments, except in case of a confirmed manufacturing defect.
These include (but are not limited to):
- Medical diagnostic and treatment devices
- Sterilization equipment and infection‑control products
- Surgical instruments and tools
- Medical consumables and single‑use items (e.g. gloves, masks, gauze, disposable sets)
For these categories:
Returns are only accepted if there is a suspected manufacturing defect or if the wrong item was supplied.
Any return request must be submitted within 7 days of delivery and will be subject to technical review.
3. Accepted and non‑accepted reasons for return
Accepted reasons (subject to inspection)
We may approve a return or replacement in the following situations:
Manufacturing defect or functional failure confirmed by factory or authorized service inspection.
Product received damaged on delivery (with clear photos of packaging and product taken immediately upon receipt).
Wrong product or model delivered due to our error (different from what appears on your order/invoice).
Reasons not accepted
We generally cannot accept returns in the following cases if the product is otherwise correct and in good condition:
Change of mind after purchase.
Product not matching personal expectations or preferences when the specifications were correctly described.
Finding a lower price elsewhere after purchase.
Incorrect product choice (size, model, configuration) when the product delivered matches the order details.
4. How to request a return
To initiate a return, please contact us:
Email: info@toulinmedical.com
Phone / WhatsApp: +971 50 187 1030
Website: www.toulin.ae
Please include:
- Order number or invoice number
- Product name and quantity
- Clear explanation of the reason for return
- Photos or video if there is damage or a defect
Our team will review your request, confirm whether the item is eligible for return, and provide return authorization and shipping instructions where applicable.
5. Return shipping and packaging
Return shipping costs
- If the return is due to our error (wrong item shipped, confirmed manufacturing defect, or damage during delivery to you), Toulin Medical Company will cover or arrange the return shipping.
- If the return is due to customer reasons (e.g. incorrect order where the product is correct and in new condition), the customer is responsible for all return shipping costs.
Shipping method and packaging
- Returned items must be shipped using a reliable courier service with tracking, and, where appropriate, with insurance.
- Products must be securely packed in their original manufacturer box, including all internal protective materials, and placed inside an outer shipping carton for added protection.
- Toulin Medical Company is not responsible for damage caused by insufficient packaging or failure to follow return instructions. If a product is damaged in transit due to improper packing, the return may be refused or a reduced refund may apply.
6. Inspection, fees and conditions
- Once we receive the returned item, we will:
- Inspect the product to verify its condition.
- Confirm that all accessories and original packaging are included.
- Evaluate any damage, missing parts, or signs of use.
- Based on the inspection, Toulin Medical Company may:
- Approve a full or partial refund or replacement.
- Apply a reasonable processing and inspection fee (up to 15% of the product value) in cases where special testing, reconditioning, or repacking is required, after informing you.
- Reject the return if the product is used, altered, missing components, or not in resalable condition.
7. Refund method and processing time
- Approved refunds may be issued either as store credit (to be used on future purchases) or to the original payment method, depending on the nature of the order and applicable regulations.
- Once the return is approved, refund processing typically takes 7–14 business days from the date the returned item is received and inspected.
- Your bank or payment provider may require an additional 3–7 business days to post the refund to your account. Processing times may vary by payment method.
8. Non‑returnable items
- The following items are generally not eligible for return, except where required by law or in case of confirmed manufacturing defects or company error:
- Custom‑made or special‑order products manufactured or ordered specifically for the customer.
- Clearance, final sale, or “non‑returnable” items clearly marked as such at the time of purchase.
- Products that show signs of use, installation, tampering, or modification.
- Products returned without original packaging or without essential accessories and documentation.
9. Damaged or defective items
If you receive a product that appears damaged or defective:
- Please notify us as soon as possible, ideally within 24–48 hours of delivery.
- Provide clear photos of the outer packaging, shipping label, and the product itself from multiple angles, and a short description of the issue.
- We may request additional information or a short video to assess the condition.
- If the damage or defect is confirmed, we will offer one of the following, at no additional cost to you:
- A replacement of the same product (if available), or
- An alternative solution such as a refund or store credit, as agreed in writing with you.
10. Fraud prevention and misuse
- To protect our customers and our company from misuse of the returns process:
- We may request additional photos, videos, documents, or proof of condition to support a return claim.
- Toulin Medical Company reserves the right to refuse returns where there is clear evidence of misuse, intentional damage, or abuse of the policy.
- In serious cases of suspected fraud or intentional misrepresentation, we may take appropriate steps in line with applicable UAE laws.
11. Dispute resolution and legal compliance
- We aim to resolve any issues related to returns and refunds in a fair and transparent way through direct communication with the customer.
- If a satisfactory solution cannot be reached, customers may refer the matter to the relevant consumer protection authorities in the United Arab Emirates.
- This policy is intended to be consistent with applicable UAE consumer protection laws and regulations. Nothing in this policy limits any statutory rights you may have as a consumer under UAE law.
12. Policy updates
Toulin Medical Company may update this Returns & Refund Policy from time to time to reflect changes in regulations, product categories, or internal procedures. The version published on our website at the time of purchase will apply to your order