Cancellation, Return, and Refund Policy
How cancellations, returns, and refunds work for your Selfwell+ orders
At Selfwell+, we are committed to providing our customers with a smooth and reliable experience. Our service includes delivering the test kit to the customer, collecting the sample according to the type of test and applicable requirements, and delivering the sample to an approved laboratory for testing. As the service involves medical supplies, biological samples, and procedures that begin at different stages of the order, the terms for cancellation, return, and refund vary depending on the stage reached by the order.
1. Scope of the Policy
This policy applies to all orders placed through our website, mobile application, or any other authorized electronic channel operated by Selfwell+. By completing an order and making payment, the customer acknowledges and agrees to the applicable terms and conditions and this Cancellation, Return, and Refund Policy, without prejudice to any consumer rights provided under the applicable laws and regulations in the Kingdom of Saudi Arabia.
2. Order Cancellation
Cancellation terms vary depending on the stage your order has reached: • Before the Test Kit Is Prepared: You may cancel the order and receive a full refund before the test kit preparation process begins • After the Order Has Been Prepared and Dispatched for Delivery: You may request cancellation; Selfwell+ reserves the right to deduct any delivery or logistical costs already incurred • After Receiving the Test Kit: You may request a return, subject to the return period and conditions set out in this policy
3. Return Period
The customer may request the return of the test kit within 7 days from the date of purchase or the date of receiving the test kit, as applicable. To be eligible for a return, the test kit must: • Be unopened and unused • Be in its original condition • Be returned in its original and sealed packaging • Include all original accessories, labels, documentation, and packaging, where applicable • Not be damaged or tampered with The customer must also provide proof of purchase (invoice) when requesting a return. Return requests submitted after the 7-day return period will not be accepted, except where the return is due to an error attributable to Selfwell+ or where required by applicable laws and regulations.
4. Return Conditions and Packaging
Products or test kits with damaged packaging will not be accepted for return or refund, unless the damage was caused by Selfwell+ or its delivery representative. Selfwell+ reserves the right to inspect the condition of the test kit and verify that it meets the return requirements before approving the return request.
5. Returns Due to Change of Mind
If the reason for the return is the customer's change of mind after receiving the test kit, and the test kit meets all return conditions, Selfwell+ may deduct the actual shipping, delivery, and logistical costs incurred from the refund amount.
6. Returns Due to an Error by Selfwell+
If the return is due to an error attributable to Selfwell+, including: • Delivery of an incorrect test kit • Missing items or components from the test kit • The test kit being damaged upon receipt • An operational error by the company that prevents the service from being provided Selfwell+ will, as applicable, correct the issue, replace the test kit, provide the service again at no additional cost, or issue a refund. In such cases, the customer will receive the applicable refund without deduction of shipping or delivery costs.
7. After Opening or Using the Test Kit
A test kit cannot be returned or refunded after it has been opened or any of its contents have been used, due to health and safety requirements, while preserving the customer's statutory rights.
8. After Sample Collection
Once the sample has been collected, received by the delivery representative, or the testing process has commenced, the test cannot be cancelled and its value cannot be refunded, except where the reason is attributable to an error by Selfwell+ or the laboratory, or where required by applicable laws and regulations.
9. Rescheduling Sample Collection
The customer may request to reschedule the sample collection once at no additional cost, provided that the customer follows the required instructions for storing and handling the test kit and sample. Additional fees may apply for further rescheduling requests or where additional costs are incurred.
10. Invalid or Lost Samples
If the sample becomes invalid or is lost due to an error by Selfwell+, its delivery representative, or the laboratory, Selfwell+ will, as applicable: • Arrange a new sample collection at no additional cost • Repeat the test at no additional cost • Or refund the value of the service If the sample becomes invalid or damaged due to the customer's failure to follow the instructions or improper storage or handling, additional service fees may apply.
11. Errors and Delays
If an incorrect test kit is delivered, the kit contains damaged or missing items, or a delay caused by Selfwell+ prevents the test from being performed, the issue will be corrected through replacement, re-service, or refund, as applicable. The customer may also request a return or refund of the service value in the following cases: • If the test result is delayed beyond the officially stated turnaround time by the facility, without a reason beyond its control, and the delay directly affects the medical purpose of the test • If there is a documented technical or operational failure by the facility that prevents the service from being completed or the result from being issued as required
12. Customer Not Available
The customer must be available at the scheduled time for delivery of the test kit or sample collection. If delivery or sample collection cannot be completed because the customer is unavailable or otherwise prevents the delivery representative from completing the service, additional delivery or collection fees may apply.
13. Refunds
Eligible refunds will be processed to the same payment method used to place the order, in accordance with the applicable procedures and statutory requirements. The time required for the refunded amount to appear in the customer's account may vary depending on the customer's bank or payment service provider. If the reason for the refund is the customer's change of mind, the actual shipping, delivery, and logistical costs incurred may be deducted from the refund amount. If the refund is due to an error attributable to Selfwell+, the applicable amount will be refunded to the customer without deduction of shipping or delivery costs.
14. Customer Responsibilities
The customer is responsible for: • Providing accurate and complete information when placing the order • Selecting the appropriate test for their needs • Reviewing the order and test details before completing payment • Following all instructions for the use and storage of the test kit and sample • Being available at the scheduled time for sample collection or delivery • Keeping the test kit unopened and unused if they wish to return it
15. Return or Refund Request Requirements
When submitting a return or refund request, the customer may be required to provide: • Order number • Invoice or proof of purchase • Customer details • Reason for the return or refund • Any additional information or documentation required to assess the request Selfwell+ reserves the right to inspect the condition of the test kit and verify compliance with the return requirements before approving the return request.
16. Complaints and Objections
For inquiries or complaints regarding cancellation, returns, or refunds, customers may contact Customer Service on our Unified Number: 8005000009. Customers are encouraged to provide their order number, customer details, and a description of the issue to facilitate the resolution process.
17. General Terms
This policy applies to the extent that it does not conflict with the applicable laws and regulations in the Kingdom of Saudi Arabia. By completing an order, the customer acknowledges that they have read, understood, and agreed to this policy. Selfwell+ reserves the right to update this policy when necessary. The policy applicable at the time the order is placed will apply, unless otherwise required by applicable laws and regulations.
Questions About Your Refund?
For any questions about cancellations, returns, or refunds, contact our Customer Service team:
Unified Number: 8005000009
