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Returns & Refund Policy

At Toulin Medical Company, we are committed to providing exceptional customer service and ensuring your satisfaction with your purchase. This Returns & Refund Policy outlines the terms and conditions for returning products and receiving refunds.

  1. Return Eligibility

RETURN WINDOW: Toulin Medical Company accepts returns ONLY within 14 CALENDAR DAYS from the date of delivery for medical equipment. This is a strict, non-negotiable deadline. Returns requested after 14 days will be REJECTED WITHOUT EXCEPTION, regardless of circumstances.

STRICT ELIGIBILITY REQUIREMENTS:
To be eligible for return or replacement, ALL of the following conditions must be met:

  1. Product must be completely UNUSED – any signs of use, including opening the original packaging, will result in automatic rejection
  2. Product must be in ORIGINAL, SEALED manufacturer packaging – no exceptions
  3. All accessories, documentation, and components must be INTACT and UNALTERED
  4. Proof of purchase (original invoice/receipt) must be provided – digital copies only from official channels
  5. Request must include valid government-issued ID (Emirates ID, Passport) for verification
  6. Product must not have been tested, examined, or handled outside factory conditions

IMPORTANT MEDICAL EQUIPMENT NOTICE: Medical products, sterilization equipment, surgical instruments, and consumables are NON-RETURNABLE except in cases of manufacturing defects verified within 7 days. Health and safety regulations prohibit returns of medical equipment that may have been exposed to any environment outside factory conditions.

WHAT QUALIFIES AS VALID RETURN REASONS:

WHAT DOES NOT QUALIFY:

Please note that certain medical products and consumables may have specific return restrictions due to health and safety regulations. Please contact us for details about specific product categories.

  1. How to Request a Return

To initiate a return, please contact our customer support team:

Provide your order number, product details, and reason for return. Our team will review your request and send you a return authorization number and shipping instructions.

  1. Shipping and Costs

SHIPPING AND RETURN COSTS – STRICT TERMS:

Due to high operational costs and fraud prevention measures, the following strict policies apply:

  1. RETURN SHIPPING: CUSTOMER RESPONSIBILITY
  1. DAMAGED ITEMS IN TRANSIT: CUSTOMER RISK
  1. PACKAGING REQUIREMENTS: NON-COMPLIANCE = REJECTION
  1. REFUND DEDUCTIONS (if return is approved)

Please ensure items are securely packaged to prevent damage during return shipment.

  1. Refund Processing

Once we receive your returned item, we will:

  1. Inspect the product to verify condition and eligibility
  2. Process the refund to your original payment method within 7-14 business days
  3. Notify you via email once the refund is complete

Please note: Refund processing times may vary depending on your bank or payment provider. Some banks may take an additional 3-5 business days to reflect the refund in your account.

  1. Non-Returnable Items

The following items cannot be returned:

  1. Damaged or Defective Items

If you receive a damaged or defective item, please notify us immediately with photos of the damage. We will arrange a replacement or full refund at no cost to you, including return shipping.

  1. Contact Information

For any questions regarding this policy or to request a return:

Toulin Medical Company
Email: info@toulinmedical.com
Phone: +971 50 187 1030
Website: www.toulin.ae

This policy was last updated on December 30, 2025 and is compliant with Google Shopping requirements.

  1. Verification and Fraud Prevention

To prevent fraud, abuse, and misrepresentation, Toulin Medical Company reserves the right to:

Any attempt to falsify return information, provide misleading photographs, or misrepresent product condition is considered fraud and may result in legal action.

  1. Repeated Return Abuse

Customers who engage in a pattern of abusive return behavior will be subject to the following actions:

Abusive behavior includes but is not limited to:

  1. Liability and Warranty Disclaimer

Toulin Medical Company will not be held liable for:

  1. Dispute Resolution and Escalation

In case of disputes regarding returns or refunds, both parties agree to the following process:

  1. Good faith negotiation between customer and company (5 business days)
  2. Documentation of all communications and evidence
  3. If unresolved, escalation to relevant consumer authorities (Dubai Department of Economic Development, Ministry of Economy)
  4. Binding arbitration if required
  5. Legal proceedings as a final recourse

False claims, extortion, or intimidation during dispute resolution may result in criminal charges.

  1. Legal Compliance and Consumer Rights

This policy complies with UAE Federal Law No. 24 of 2006 on Consumer Protection and related regulations. However:

Customers are encouraged to verify the legitimacy of their claims before submitting return requests.

  1. Company Recourse

Toulin Medical Company reserves the right to:

  1. Record Keeping and Audit Rights

All return requests, documentation, and communications are recorded and may be audited by:

This is done to prevent fraud and protect both consumers and the company.

This policy was last updated on December 30, 2025, and remains compliant with Google Shopping requirements and UAE consumer protection laws while protecting the company from fraudulent and abusive practices.

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