24 hours
Return request window
For a change of mind or dissatisfaction, your request must be submitted within 24 hours of delivery and the item must be eligible.
Clear terms for a more confident purchase
Returns, Exchanges & Refunds
Your comfort and confidence come first. This policy explains when a return, exchange, refund, or cancellation may be requested, along with the applicable timeframes, fees, and exclusions.
At a glance
Key timeframes and fees
Start with these essential points, then review the full conditions and exclusions before submitting your request.
SAR 35
Return fee
A SAR 35 return fee is deducted from the refundable amount for eligible returns under this policy.
48–72 hours
Damaged-item replacement
Once leakage or damage is confirmed, the item will be replaced with another product of the same type within this timeframe.
10 business days
Refund processing
Refund processing begins after the returned products have arrived and been received through the shipping company.
01
Return and exchange conditions
Every request is reviewed carefully to assess the product’s condition, the reported reason, and its eligibility under this policy.
- Manufacturing defects: If you believe a product has a manufacturing defect, contact us through our Customer Care channels. Our team will assess the case and inspect the item. If the reported issue cannot be verified or the item is not eligible for a refund, it will be sent back to you without a refund.
- Change of mind or dissatisfaction: You may request a return within 24 hours of receiving your order, provided the product is eligible and meets all applicable conditions. A SAR 35 return fee will be deducted.
- Leakage or damage: Once leakage or damage is confirmed, the affected item will be replaced with another product of the same type within 48 to 72 hours.
- Refunds: For an eligible cancellation or return, refund processing begins only after the returned products reach us and are received through the shipping company. Processing may take up to 10 business days.
01
Contact us
Share your order number, product name, and reason for the request. Include clear photos when reporting damage or a defect.
02
Eligibility review
Customer Care will review the case against the policy and let you know the outcome and next steps.
03
Hand over the shipment
Once approved, we will provide a return shipping label for you to print and take with the parcel to the nearest designated service-provider branch.
02
Non-returnable products and cases
Certain products cannot be returned or exchanged because of health, safety, regulatory, or usage considerations.
- Sale items, orders placed using a discount code, and any product clearly marked as non-returnable in its description or on a product label.
- Wholesale orders or orders containing more than 10 units.
- All medicines, dietary supplements, organic foods, food products, baby diapers and all other diapers, makeup, contact lenses, perfumes, cosmetics, and creams—even if they remain in their original condition—due to their sensitive nature and for your safety.
- Any product whose box or packaging has been opened or lost, whose seals have been broken, or whose attached labels or tags have been removed.
- Private clothing, personal-care items, medical devices, and respiratory equipment after delivery, in order to protect personal health and safety.
- Medical chairs and beds after delivery and installation.
- A change in the product’s external appearance by the authorized distributor is not a valid reason for return when the product’s international barcode remains the same.
03
Cancellations and uncollected orders
Refund handling and applicable charges depend on the shipment status, delivery destination, and the type of products in the order.
- Sidalih.com may cancel an item from an order without prior customer approval when its remaining shelf life is less than 6 months. The item’s value will be refunded unless the customer agrees to receive it with the disclosed remaining shelf life.
- When an eligible return is requested within the permitted period, the item’s value is refunded only after our team receives the returned product from the shipping company.
- If an order is cancelled after dispatch and before delivery for any reason, its value will be refunded only after the shipment is returned and received by our team. The shipping charge will be deducted from the order value.
- When a return request is approved, Customer Care will provide a shipping label. Please print it and hand the parcel to the nearest branch of the designated service provider.
- International orders: International orders cannot be returned once shipped. If a shipment is returned by the carrier, it will be disposed of and no amount will be refunded. Shipping and return charges will also be deducted in accordance with the carrier’s policy.
- Paid domestic orders that are not collected: If a dispatched domestic order is not received, a SAR 35 return fee will be deducted in addition to the original order’s shipping charge.
- Health-related orders and medical equipment: If medical beds, chairs, or equipment are not received for a reason not attributable to the service provider, a SAR 500 return fee will be deducted.
Medical devices and equipment warranty
After products have been installed and delivered, warranty service for devices is provided by the authorized distributor. Upon request, Sidalih.com will provide the customer with the distributor’s warranty contact details. For medical devices, we supply the latest available version of the same model. Minor changes in appearance or design may occur without affecting specifications or performance.
Need help with a return or exchange?
Contact Customer Care and share your order number and case details so we can assist you as quickly as possible.
