Cancellation, Return & Refund Policy

At Traz Medical, we are committed to providing a reliable, transparent, and convenient shopping experience. Customer satisfaction is important to us, and this policy outlines the terms and conditions for order cancellations, returns, exchanges, and refunds.

1. Order Cancellation

• Customers may request to cancel an order within 5 hours of placing it, provided that the order has not yet been shipped, and receive a full refund.
• After this period, the order may have entered the processing or shipping stage. Cancellation requests will be reviewed based on the order status.
• To request a cancellation, please contact us at [email protected], including your order number.
• This cancellation period does not affect customers' statutory rights regarding returns or delivery delays.

2. Product Returns

Customers may request a return within 7 days of receiving their order, subject to the following conditions:

• The product must be unused and in its original condition.
• The product must retain its original labels, tags, and accessories.
• The product must be eligible for return under applicable laws and regulations.
• Returns are accepted if the customer receives an incorrect product, a different size from the one ordered, or a defective or non-compliant product.

Medical and Personal Hygiene Products

Due to the medical and personal nature of certain products, including compression garments, shapewear, and other intimate apparel, items that cannot be resold for health or hygiene reasons may not be eligible for return once opened or used, in accordance with applicable laws and regulations.

This restriction does not affect customers' legal rights when a product is defective, does not meet its specifications, or does not match the original order.

3. Return Procedure

1. Contact our customer support team at [email protected], providing your order number and the reason for the return.
2. Our team will review your request and provide return instructions.
3. Ship the product back according to the provided instructions.
4. Once the returned item has been received and inspected, you will be notified of the outcome of your return request.

4. Return Shipping Costs

• Store Error: Traz Medical will cover all return shipping costs if an incorrect product, incorrect size, or defective item was delivered.
• Change of Mind: If a customer wishes to return an eligible product for personal reasons, the customer will be responsible for return shipping costs, subject to applicable consumer protection laws.

5. Refunds

• Once a return is approved, the refund will be issued to the original payment method.
• Refunds generally take 5–10 business days to appear in the customer's account after being processed, depending on the bank or payment service provider.
• Customers will be notified once the refund has been processed.

6. Product Exchanges

If a customer receives an incorrect product or size due to an error on our part, Traz Medical will arrange an exchange at no additional cost.

Requests for size exchanges based on customer preference are subject to product eligibility and size availability, without affecting statutory consumer rights.

7. Delivery Delays

If an order is delayed, customers have the right to request cancellation and a refund in accordance with the timelines and conditions established under the Saudi E-Commerce Law, including cases where delivery is delayed by more than 15 days beyond the agreed delivery date, unless a legal exception applies.

8. Contact Us

For any inquiries regarding order cancellations, returns, exchanges, or refunds, please contact our customer support team.

Email: [email protected]

Thank you for choosing Traz Medical. We appreciate your trust and look forward to serving you.