Return & Exchange Policy
Return and Exchange Policy
Submit a Return Request Here — Submit Request
1. Return and Exchange Terms
General Terms: To ensure quality and safety, customers have the right to return or exchange the product according to the conditions specified below.
Product Condition: The product must be unopened, in its original condition and with full packaging to be eligible for return or exchange, and the return date must be within 7 days from the date of purchase.
Exceptions: Products that have been opened or used, or those that have been handled in a way that affects the quality of the product, are not eligible for return for health and safety reasons and in accordance with international regulations for handling skin care products.
2. Damaged or incorrect products
Cases of damage or error: In the event that the customer receives a damaged or non-conforming product, we are committed to replacing it or refunding its full value. The customer must submit a replacement request within 48 hours of receiving the product with photos showing the damage or defect.
Proof of damage: The customer may be required to provide evidence of the damage in the form of clear photos of the product and its packaging, in addition to the invoice or purchase receipt.
3. Product Return Process
Start the return process: Customers can start the return process by contacting customer service via email or phone and providing the required documents (invoice or purchase receipt).
Packaging: The customer must return the product in its original packaging or in secure packaging to protect it during the shipping process.
Shipping fees: The customer bears the shipping costs for returning the product unless the return is due to an error on our part or in the event that a damaged or non-conforming product is received.
4. Refund Processing
Refund Methods: The value of the paid product will be refunded using the same payment method used when purchasing (credit card, debit card, etc.).
Refund Period: It may take up to 14 business days from the date we receive the returned product and verify its condition.
5. Replacement Policy
Replacement with another product: If the customer wishes to replace the product with another product of the same type or a different product, he can submit a special request for that, and any price difference will be applied.
Unavailable Products: If the product requested for replacement is not available, the customer will be notified when the product will be available, or they will be given the option of a full refund.
6. Special Conditions for International Customers
International Regulations: Since the products provided by Saudi Care (Medi, Jovelab) are sold internationally, we are committed to complying with international health regulations and laws regarding returns and exchanges. These regulations may include special conditions for storage and transportation to ensure that the products are not damaged.
Additional Costs: International customers bear any additional costs resulting from shipping or customs procedures in their countries, in addition to any fees that may be imposed as a result of importing skin care products.
Restrictions on some countries: Due to regulatory restrictions in some countries, there may be restrictions on the return or exchange of skin care products. International customers are advised to review local laws regarding the import and return of pharmaceutical products and skin care products.
7. Compliance with international health and safety laws
Safety Standards: All products are packed according to international safety standards for skin care products, and are inspected to ensure their quality and safety. We may ask customers to return the product via shipping services that comply with pharmaceutical shipping standards to ensure that the product is not damaged.
Medical Certificates: In some cases, countries that require health and safety certificates for returned products, we work to provide the
Submit a Return Request Here — Submit Request
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📦 Definition of Order Statuses in the Return Policy
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To clarify the cancellation or return process, please review the definitions of each order status below:
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🟢 New Order
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The order has been newly created and has not yet been received by the shipping company.
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🔹 The order can be canceled without any return fees.
🔹 If payment was made in advance, the full amount will be refunded within the specified period.
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🟡 Processing
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The order is being prepared in our warehouses.
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🔹 Cancellation can be requested before the shipping process is completed.
🔹 If the order has already been fully prepared, a small preparation fee may apply before cancellation.
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🟠 Ready
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The order has been fully prepared and is awaiting pickup by the shipping company.
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🔹 It is still in our warehouse.
🔹 The order can be canceled as long as it has not yet been handed over to the shipping company.
🔹 If it has been handed over, it will be treated as an “In Delivery” order.
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🔵 Ready and Handed Over to Shipping (Status Not Yet Updated)
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The order has been handed over to the shipping company but the system status has not yet been updated.
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🔹 The order is considered to be in the shipping stage.
🔹 Cancellation is not possible at this stage and it is treated as an “In Delivery” order.
🔹 If the customer wishes to cancel, a return request can be submitted after delivery.
🔹 The refund will be issued once the product is returned to the store.
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🟣 In Delivery
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The order is on its way to the customer by the shipping company.
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🔹 It cannot be canceled while in transit.
🔹 If the customer refuses to receive the order, it will be refunded once it returns to the warehouse.
🔹 Shipping fees will be deducted from the refund amount.
🔹 The refund will be processed once the product is returned to the store.
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⚪ Delivered
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The order has been successfully delivered to the customer.
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🔹 The customer is entitled to request a return in accordance with the return policy within the specified time frame.
🔹 The product must be in its original condition and unused.
🔹 The refund will be issued after the product is inspected, with shipping or delivery fees deducted.necessary certificates to customers upon request in accordance with international regulations.