سياسة الاسترداد
Refund, Return & Cancellation Policy
Last updated: September 23, 2026
At FAHS SIRRI LLC, we want customers to receive products in the condition and specification expected. This policy explains our return, refund, exchange and cancellation procedures.
Nothing in this policy limits any mandatory rights available to consumers under the laws of the Kingdom of Saudi Arabia.
30-Day Return Policy
We offer a 30-day return period from the date you receive your order.
To qualify for a return, the product must:
- Be unused and in the same condition in which it was received
- Be in its original packaging
- Have all protective seals, labels and accessories intact
- Not have been opened where the product is a medical, diagnostic, hygiene-sensitive or single-use product
- Include the receipt, order confirmation or other proof of purchase
Because FAHS SIRRI sells medical screening and diagnostic products, opened, used or unsealed test kits cannot normally be returned for hygiene, safety and product-integrity reasons, except where the product is defective, damaged, incorrectly supplied or where applicable law provides otherwise.
Saudi e-commerce law provides statutory return rights for qualifying unused products, subject to applicable exceptions. Our 30-day policy is an additional commercial policy and does not reduce those statutory rights.
How to Request a Return
Before returning any product, contact:
Please provide:
- Your order number
- The product you wish to return
- The reason for the return
- Photographs where the product is damaged, defective or incorrectly supplied
If your return is approved, we will provide the return address and instructions for sending the product back.
Do not send products back without first receiving return authorization from FAHS SIRRI.
Unauthorized returns may not be accepted.
Return Shipping
If the return is due to:
- A damaged product
- A defective product
- An incorrect product being supplied
- An error by FAHS SIRRI
we will arrange or reimburse the appropriate return shipping at no cost to the customer.
For discretionary returns where the correct product was delivered without defect, the customer may be responsible for return shipping costs unless otherwise required by applicable law.
Original delivery charges may not be refundable for discretionary returns where the original delivery service was successfully completed, subject to applicable consumer rights.
Damaged, Defective or Incorrect Products
Please inspect your order as soon as possible after delivery.
If your product arrives damaged, defective, compromised, expired, or different from what you ordered, contact us immediately at:
Where the issue is confirmed, we will offer an appropriate remedy, which may include:
- Full refund
- Replacement product
- Free return
- Another remedy required under applicable Saudi consumer law
You will not be charged return shipping for an accepted claim involving a damaged, defective or incorrectly supplied product.
Non-Returnable Products
For health, hygiene and safety reasons, we cannot normally accept returns of:
- Opened medical test kits
- Used diagnostic products
- Products with broken or removed protective seals
- Single-use medical or screening products that have been opened
- Products that have been improperly stored after delivery
- Products damaged after delivery through misuse or improper handling
- Products that have expired while in the customer's possession
- Personalized or specially ordered products, where applicable
- Gift cards, except where required by law
If you are unsure whether your product is returnable, contact us before opening it.
This exclusion does not apply where a product was defective, damaged, incorrectly supplied or where the customer has a mandatory legal right to a remedy.
Sale and Promotional Items
Products purchased during a sale or promotion remain subject to applicable consumer rights.
A promotional or discounted price does not remove your rights where a product is defective, damaged or incorrectly supplied.
Items clearly identified as final sale may not be eligible for discretionary returns where permitted by law.
Order Cancellations
Because FAHS SIRRI aims to process and fulfil orders quickly, cancellation requests should be submitted within 12 hours of placing the order.
To request cancellation, email:
with your order number and cancellation request.
If the order has not yet been processed or dispatched, we will normally cancel it and issue the applicable refund.
If the order has already been processed, packed or dispatched, we may be unable to stop delivery. Once received, you may request a return in accordance with this policy.
We do not impose an automatic 30% cancellation penalty.
That is the better approach for this store. The Saudi Ministry of Commerce actively enforces e-commerce cancellation and refund obligations, including where merchants fail to honour customers' statutory rights.
Exchanges
If you would like a different product, contact us first.
Where an exchange is approved, the fastest process may be to:
- Return the original eligible product; and
- Place a new order for the replacement product.
Products that have been opened, used or had their medical/hygiene seal compromised generally cannot be exchanged unless they are defective or incorrectly supplied.
Refunds
Once we receive and inspect an eligible returned product, we will notify you whether the refund has been approved.
If approved, the refund will normally be issued to the original payment method.
We aim to process approved refunds promptly and normally within 10 business days.
After we issue the refund, your bank, card issuer or payment provider may require additional time to reflect the amount in your account.
If more than 15 business days have passed after we confirmed that your refund was approved, contact:
Delivery Delays
Our normal shipping timeframe is 1–3 business days, unless otherwise stated for a particular order or delivery location.
If a delay occurs, we will make reasonable efforts to notify you.
Applicable Saudi e-commerce rules also provide consumers with cancellation rights where delivery is delayed beyond the legally permitted period or agreed delivery date, subject to applicable conditions and force-majeure exceptions.
Refund Method
Where possible, refunds will be made using the same payment method originally used for the purchase, unless another arrangement is agreed or required.
We will never require customers to purchase another product as a condition of receiving a refund to which they are legally entitled.
Contact Us
For returns, refunds, cancellations, exchanges or damaged-product claims, contact:
FAHS SIRRI LLC
Email: contact@fahssirri.com
Kingdom of Saudi Arabia