Return & Refund Policy

1.General rule

All B2B sales are final. We do not accept returns for change of mind, over-ordering or incorrect order placement once an order has been confirmed and dispatched.

2.Items that can never be returned

• Sterile and single-use medical items once the outer packaging or sterile barrier has been opened, or if storage conditions after delivery cannot be verified.
• Cold-chain and temperature-controlled products once delivered and accepted, because product integrity cannot be guaranteed after handover.
• Products under a regulatory hold, recall or registration review by a UAE or GCC authority. These are handled under Section 5.
• Custom, private-label or specially sourced orders made to your specification.
• Software licences and subscriptions once activated, and professional services already performed.

3.Damaged, incorrect or defective goods

1. Notify us within 3 business days of delivery through our Contact Us page.
2. Include the order or invoice number, a description of the issue, photos or video of the goods and packaging, and, for cold-chain items, the temperature log.
3. Keep the goods, packaging and labels until our review is complete. We may take up to 10 business days to investigate with our logistics partners and manufacturers.
4. If the claim is approved, we will replace the goods, issue a credit note or refund the affected amount, at KGG’s discretion. We cover return shipping in approved cases.

4.Software, AI and IT services

• Defects in software or services are handled through the support process and service-level agreement in your contract, not as returns.
• Subscription cancellations follow the notice period in your agreement. Fees already paid for the current term are non-refundable unless the agreement says otherwise.
• If we fail to deliver an agreed milestone, the remedies in your statement of work apply.

5.Regulatory holds and recalls

If an authority places a hold on, or recalls, a product we supplied, we will notify you, coordinate with the manufacturer and follow the authority’s instructions. Available remedies (replacement, credit or refund) depend on the manufacturer’s recall terms and the authority’s decision.

6.Refund method

Approved refunds are paid by bank transfer to the account that made the original payment, in the invoice currency, within 14 business days of approval. Bank charges are shared unless the error was ours.