Shipping Policy

1.Shipping terms

We ship within the UAE and to Saudi Arabia, Qatar, Kuwait, Bahrain, Oman and wider MENA through trusted logistics partners. The Incoterm (EXW, FOB, CIF, DAP or DDP) is stated on each quotation and invoice and agreed before payment.

2.Processing and lead times

Orders are processed after the required deposit or full payment is received. The lead time depends on the product, quantity and origin, and is confirmed on the quotation. Typical transit times after dispatch are 3 to 5 business days within the GCC, 7 to 12 in MENA, and 14 to 21 to Europe and Asia.

3.Cold-chain and temperature-controlled products

• Temperature-sensitive products ship in validated packaging or refrigerated transport, as the manufacturer requires.
• Temperature data loggers are included where applicable. Logs are available on request.
• The buyer must receive cold-chain deliveries promptly and move them to proper storage straight away. Refusing or delaying receipt transfers the risk of spoilage to the buyer.

4.Regulated medical products

• Medical devices and consumables ship with the documentation their category requires, such as certificates of conformity, IFUs, and registration or import-permit references.
• Shipments may be held at customs or by KGG until the relevant regulatory approval or import permit is issued. Lead times are extended accordingly, and such holds are not a delivery default by KGG.

5.Risk and title

Risk passes to the buyer according to the agreed Incoterm. Title passes when KGG has received full payment.

6.Customs, duties and taxes

Unless the Incoterm is DDP, the buyer is responsible for import clearance, duties, taxes and local permits in the destination country. KGG provides the commercial invoice, packing list, certificate of origin and product certificates needed for clearance.

7.Inspection on delivery

Inspect goods on arrival and note any visible damage on the delivery receipt. Report damage, shortages or incorrect items within 3 business days, as set out in our Return & Refund Policy.

8.Software and digital services

Software, licences and IT services are delivered electronically or on-site, as set out in the proposal. No physical shipping terms apply.